LuckyBull Casino - Player's account under suspicion of multiple accounts.

My account, with approximately $2700 pending in withdrawal requests, has been frozen due to suspicion of multiple accounts.

I absolutely did not create any multiple accounts.

Dear Charlie333,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

We will contact the casino and ask for supporting evidence, but, before we do so, could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? Were your winnings accumulated with or without an active bonus? Was your account previously verified?

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

There is no possibility that my family registered at the same casino. I don't know about the neighbors, but I think it's unlikely.

The IP address and device are yours. I am also using my own registered email address.

We use the bonus to cash out the rollover after achieving it.

Of the approximately $7,500 in winnings, about $5,000 was withdrawn, but the remaining $2,500 was not withdrawn and the account was closed.

The account has been previously verified and I have made several withdrawals.

Thank you.

I understand. Is it conceivable that the bonus you claimed and fulfilled had a maximum cashout limit, leading to the excess winnings not being paid?

No, this is a bonus with no limit on maximum cashout.

I can't think of anything like that.

This is a correction.

It's difficult to confirm because the account is currently closed, but from what I remember, it may have been a bonus with a withdrawal limit.

However, we check the withdrawal limit every time, and the winnings this time have not exceeded the withdrawal limit.

Therefore, in any case, the winnings that should have been withdrawn have not been withdrawn and the account has been closed.

Thank you very much, Charlie333, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 in the near future.  

Hello Charlie333,

It's Michal again. I have taken over this complaint. I have reviewed this case and just to confirm, does your friend Osushi have an account at Lucky Bull as well? Have you been both claiming the same bonuses and playing the same games as in the previous case?

Yes, Osushi also has a Lucky Bull account.

I think Osushi-san and I both take advantage of bonuses.

I don't know if Osushi's play content is the same or not.

Dear Charlie333,

Thanks for the info. I'm afraid we are here in the same or very similar situation as in the previous case, but I will contact the casino to shed more light on this matter.

We would like to invite LuckyBull Casino to join the conversation.

Dear LuckyBull Casino,

Can you please provide more information on why the player's account is blocked? If the information can't be shared publicly, please forward it to me at michal.k@casino.guru

I imagine a situation similar to or close to the previous case.

It is true that friends enjoy playing online casinos with each other, so the casinos they register at and the games they play may be similar.

However, since each player is playing with their own funds, there should be no violation of the rules.

Refusing withdrawals and suspending accounts based on the suspicion that there are multiple accounts that are not true should not be tolerated.

Thank you.

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.

Dear all,

Thank you for bringing up your concern regarding the player's account closure.

Upon conducting our routine checks, we discovered a significant breach of our terms and conditions by the player in question. Specifically, we found evidence of the use of multiple accounts, a clear breach of our policies. As stated in our Terms and Conditions, maintaining multiple accounts is strictly forbidden, and such actions are subject to account closure and forfeiture of any associated winnings.

At LuckyBull, we uphold a strong commitment to ensuring a fair and transparent gaming environment for all of our players. Our Terms and Conditions, which outline the rules and regulations governing the use of our platform, strictly prohibit the creation and maintenance of multiple accounts. 

Furthermore, the Casino Guru team has been provided with additional relevant information, which outlines the details of the breach and the actions taken to address it.

We understand that such an outcome can be disappointing for the player, however, it is our priority to maintain the integrity of our platform and uphold the trust of our player community by enforcing these rules consistently.

In case you require any further clarification, please do not hesitate to contact us.

Thank you for your explanation and provided evidence, LuckyBull Team.

Dear Charlie333,

I have received all the necessary information from the casino representative, and based on the evidence presented, we decided to close your complaint as unjustified since there is sufficient evidence of the creation of multiple accounts connected to your account. We consider the casino's actions to be in compliance with its terms and conditions, and we agree with the casino's final decision.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Regards,

Michal

Casino Guru