The player from Germany was blocked due to his Italian citizenship. We ended up closing the complaint as ‘unresolved’ because the casino stopped responding.
LuckyBird Casino - Player's account was blocked.
Black points: 2950
Amount: €2,980
LuckyBird Casino
Safety Index:LowSafety Index
Casinos with a Low Safety Index usually have plenty of relevant complaints from players or other relevant issues. In general, we don't recommend playing casinos with a Low Safety Index.
Unresolved
Our verdict
Against fair gambling
UNRESOLVED
Case summary
8 months ago
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2 years ago
Translation
Stay away from this casino
it is a purely fraudulent casino
I deposited a total of 700 euros and then managed to win up to 2980 euros without a bonus.
I verified and got mail.
"
Please note that we have checked your documents and your identity is now verified."
then my withdrawal was canceled and my player account blocked.
on the grounds that I am an Italian citizen. I live in Germany since I was born here and I have an Italian passport. Or nationality.
what a sick shit this casino
Reason is Italian citizens are not allowed to play in this casino.
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2 years ago
Dear FabioFabio,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Have you made any successful withdrawals before? Could you please clarify which country you filled in when registering your account? Did you always play from Germany?
Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. Alternatively, you can post it here.
I hope we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.
Best regards,
Kristina
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2 years ago
Translation
Hello,
I have not yet made a payment in luckybird. But in other casinos it has always worked. This is the first time that I have problems with the payment.
When registering, I always gave my German address in all casinos. I have another. Because I was born in Germany and live here. And I've always played from Germany.
My account has been blocked by luckybird.
The money I won was retained by luckybird (profit 2980 euros.)
No reply to my emails.
My personal private deposit of 700 euros was withheld and they don't even want to pay me that.
First I got an email from luckybird that I was successfully identified, but then I made a withdrawal request which was then canceled by Luckybird,
In the email from Lucky Bird
Stood on it:
We were forced to cancel the winnings received since the last deposit, but your deposit is safe and intact in the profile section of your account - you can continue playing. Please pay attention to the reason for the cancellation to avoid future cancellations of withdrawals.
We would like to draw your attention to the fact that we act in accordance with Casino Rules No. 10.4.3.4.
You blocked me, I can't do anything anymore.
What they keep telling me why I don't get any money is that I have an Italian passport. And for the country Italy the casino is blocked. But Germany is not blocked and I'm playing from Germany and living in Germany since I was born.
I didn't do anything wrong all the papers I uploaded are all in order the date hasn't expired either so I can identify myself well with my means of payment I did that.
The fact is, from one day to the next, I was blocked and I no longer get an answer. Oh yes, I called there too and they told me that I had broken the rules of the game because of the story with the pass and I said that I wanted to read an email with the exact violation where it says in the rules of the game because everything is in English. I was told they would send me the replies but no longer.
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2 years ago
Thank you for your reply, FabioFabio. Did you provide any documents confirming that you live in Germany such as a residency card or some sort of utility bill?
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2 years ago
Translation
Hello dear Guru Casino team,
yes I did, once
Residence certificate and bank statement with name and address.
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2 years ago
Translation
I made a total of 4 deposits at luckybird. A total of 700 euros.
my account balance at the casino was 2980 euros. And now they didn't even return my deposit of 700 euros, but in the end only 186.50 euros.
A casino that only collects deposits!
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2 years ago
Thank you very much FabioFabio for your reply. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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2 years ago
Hi FabioFabio,
I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite LuckyBird Casino to the conversation to participate in the resolution of this complaint.
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2 years ago
We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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2 years ago
Hi FabioFabio,
Thank you for the screenshots. If we take a look at the registration form, there is no word of citizenship. You only have to fill out "Country". If you were born in Germany and have been living there since, you obviously chose Germany as your country and did nothing wrong. You are eligible for the full winnings.
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2 years ago
Translation
Hello, yes, of course I chose Germany.
I agree 100% with what you say.
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2 years ago
Hello dear All) Thank you for your appeal
October 5, 2022, the winnings were canceled by our specialists, in accordance with paragraph 4.3 of the rules of our site. Deposits in the amount of 1100 EUR were returned to the FabioFabio on the IBAN specified by him.
We would also like to draw your attention to paragraphs 4.1 and 4.2 of our website rules, which indicate the countries prohibited for the player for registration, and where it is indicated that during registration the player himself is responsible for legal issues related to gambling in his country.
We always recommend that our clients read the rules on the site before starting registration, and we also draw your attention to the fact that the player can always contact our support service to resolve any type of issue.
Regards,
LuckyBird team
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2 years ago
Dear LuckyBird Casino team,
Thank you for your reply. Unfortunately, we can't agree with your decision to confiscate the player's winnings. FabioFabio was born in Germany and has been living there since so it's perfectly normal that he chose Germany in the registration form. Anyone else would do the same. If he can prove it, he should get paid in full. If he doesn't, I'm afraid, the complaint will be closed as unresolved.
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2 years ago
Hello dear All)
We haven't received the documents yet
Regards,
LuckyBird team
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2 years ago
Translation
Hello,
I am willing to send the documents you need. Please tell me which ones you want and where I have to send them.
Edited
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1 year ago
We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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1 year ago
Translation
Hello casino guru
My casino account is activated again but my account balance is zero euros. I didn't get the remaining 1880 euros either. Do they really think I'm playing again since they activated my account and sent me an email confirming my address. (Outrageous).
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1 year ago
Hi FabioFabio,
Thank you for the update, let's try to ask the casino for a reply one last time. If there's no response, the complaint will become unresolved.
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1 year ago
Hi FabioFabio,
Unfortunately, it seems that the casino stopped responding entirely. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to respond and change its position, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (info@curacaolicensing.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.m@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Peter
