LuckyBird Casino - Player’s winnings have been confiscated.

I won 3300 kr, I have been living in Norway for three years, I verify my accout by submitting my proof of residence Norwegian visa Norwegian, I make the withdrawal and the next day my winnings are confiscated because the casino says I live in Italy ... ridiculous.

After talking in live chat this is the final sentence:your withdrawal request was rejected because according to our terms and conditions citizens from Italy must not register the account in our site. You can live in any country of the world, but you are the citizen of Italy, and that is why your winnings were canceled. I am sorry, but these are the conditions of our casino.RACIST CASINO?

Dear Diodenaro,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been verified successfully prior to requesting a withdrawal? Do I understand it correctly that your permanent residency is Norway, but your nationality is Italian? I have checked general terms and conditions, and this is what I found https://luckybirdcasino.com/en/rules:

"The Company does not allow to create an account and deposit money to the citizens from the following countries: United States, Spain, Ukraine, France, Netherlands and Italy. This list can be updated by the Company without prior notice any time. You agree that you will not create an account in the abovementioned jurisdictions. Otherwise, we will be forced to block your account. The Company decides about withdraws from blocked accounts in accordance with unilateral provisions."

Could you please confirm that you have created an account from Norway, and you haven’t used a VPN (Virtual Private Network) to alter your location, when opening the account? Your confirmation is essential for this case and I’m not asking this to get you in trouble, I’m just trying to understand how the casino handles its own rules.

If there’s any relevant communication, please forward it to petronela.k@casino.guru. I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hi

Yes my account whos verified before withdraw,i sand to casino prove of visa norwegian,prove of adress norwegian.

Yes im italian,but my residence is in norwey the last 3 years.

No vpn.

When i explein casino, im italian but my residence is in norwey(like the document i sand for verification residence and visa prove)this is wath casino write to me"

Marco, your withdrawal request was rejected because according to our terms and conditions citizens from Italy must not register the account in our site. You can live in any country of the world, but you are the citizen of Italy, and that is why your winnings were canceled. I am sorry, but these are the conditions of our casino."

Thanks for the help

Best regards Marco.

I forget,my document whos accepted, casino email

P

Payments department

a me

2 giorni faDettagli

It's great having you among our players.

We have received the documents you sent for verification and your account with us is now verified.

Bear in mind, if you happen to start using other payment methods in the future, additional verification may take place.

We want to make sure all your concerns are addressed, so if you have any questions, we're always here to help!

Thank you very much, Diodenaro, for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi Marco,

I looked at your case and understand the issue. I will contact the casino and see if I can help.

Thanks

We would like to ask the LuckyBird 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hello, Peter and Marco!

How was kindly reminded by Petronela the rule of Lucky Bird Casino says: 

"The Company does not allow to create an account and deposit money to the citizens from the following countries: United States, Spain, Ukraine, France, Netherlands and Italy. This list can be updated by the Company without prior notice any time. You agree that you will not create an account in the abovementioned jurisdictions. Otherwise, we will be forced to block your account. The Company decides about withdraws from blocked accounts in accordance with unilateral provisions."

So that rule means the citizen and resident of the mentioned countries not allowed to create an account in the casino. That`s not our desire, it is requirement of licensor and also because of restrictions in Laws of specified countries. 

Best wishes

LuckyBird Casino

Hi

Very nice rules i like it.why casino accept my deposit?i have 20 nok on my account,i want my 20 nok back?how many second casino need to give my 20 nok back ?

Dear LuckyBird team,

The player mentioned that he opened the account from Norway, his residence is now in Norway and his account was successfully verified. Is there any evidence proving otherwise?

We would like to ask the LuckyBird 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Unfortunately, we haven’t received any further response from the casino regarding the issue. We are forced to close the complaint as ‘unresolved’. Dear Diodenaro69, as a last resort option, I recommend you to contact the Curacao gaming authority (helpdesk@curacaolicensing.com) and submit a complaint with them and let me know if they helped you (peter.m@casino.guru). I wish I could be of more help.

Best regards,

Peter

Dear All 

Thank you for your cooperation 

Dear Player, you broke the rule of the casino. You have violated the next rule:

3.4. The Company does not allow to create an account and deposit money to the citizens from the following countries: United States, Spain, Ukraine, France, Netherlands and Italy. This list can be updated by the Company without prior notice any time. You agree that you will not create an account in the abovementioned jurisdictions. Otherwise, we will be forced to block your account. The Company decides about withdraws from blocked accounts in accordance with unilateral provisions.

Dear player, we want to inform you, 22 November we have withdrawn the deposit to your wallet, please confirm receiving the funds.

all best wishes,

LuckyBird Casino

I understand country residence,but why citizen?

You have provided documents where your citizenship is indicated.

The rule 3.4.  restricts the creation of accounts and depositing money to citizens from the following countries: United States, Spain, Ukraine, France, Netherlands and Italy.

You are a citizen of one of these countries.

all best wishes,

LuckyBird Casino

Im monkey with mars Citizen is ok?

Im monkey from mars

Is ok?

Dear Diodenaro,

We are sorry that you faced with this situation.

We strongly insist on your reading Terms and Conditions to avoid this unpleasant situation for both sides. 

We sincerely hope for the understanding,

LuckyBird Casino

Dear LuckyBird Casino team,

I discussed the issue with our management. When it comes to the casino's T&Cs, it states that the citizens of Italy are restricted from creating accounts in the casino. However, in the registration form, the players can choose Italy from the list of the countries, and it doesn't say "citizenship". Secondly, the player has been living in Norway for 3 years, provided proof of address, and most importantly, his account was verified. We see no reason why the player shouldn't get paid in full. The player hasn't achieved any unfair advantage, he registered and played from Norway since he lives in Norway just like any other Norwegian player does.

Hello dear All

Thank you for paying attention to this important detail.

We have detailed all the conditions in the section of our rules:

3. Jurisdiction

We cannot violate this section from a legal point of view. As you can see, there are restrictions for both citizens of countries and territories that are Blacklisted.

We have to be held accountable for what the rule says. The rule says - citizens from the following countries: USA, Ukraine, France, Netherlands and Italy.

3.4. The Company does not allow to create an account and deposit money to the citizens from the following countries: United States, Ukraine, France, Netherlands and Italy. This list can be updated by the Company without prior notice any time. You agree that you will not create an account in the abovementioned jurisdictions. Otherwise, we will be forced to block your account. The Company decides about withdraws from blocked accounts in accordance with unilateral provisions.

Please note that we do not ask players to provide their passport details when registering and we ask to confirm that the player has read our Terms and Conditions.

Please note that we cannot violate the requirements of our Licensor.

We sincerely hope for the understanding,

LuckyBird Casino

Hi all,

Unfortunately, we can't accept your decision and are still convinced that the player should get paid in full. There are many people who live and/or work in a foreign country where they have an address, spend their time, and pay tax. Why shouldn't they be allowed to play in a casino? The player can't play in an Italian casino because he lives in Norway, but he can't play in an international casino either because he is Italian. I'm afraid we will have to close the complaint as unresolved in favour of the player.

Best regards,

Peter