LuckyBull Casino - Player's withdrawal request denied, account frozen.

When I submitted a withdrawal request on luckybull, my account was frozen because my play was in violation of the rules. The game I played (hawaiian dream) was not a banned game. Also, there is a history of withdrawals with the same play contents in the past, but the account was suddenly frozen. Thank you for your cooperation.

Dear hirokingmm,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with LuckyBull Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Could you please advise how long were you a player of the casino and when exactly was your account blocked?

How did you learn about your account being blocked?

Did the casino cite any specific rule violation?

If there’s any relevant communication you received from the casino, please forward it to my email at tomas@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,

Tomas

I used the casino between 2023.02.12 and 2023.07.28.

It was blocked on 2023.07.28.

Brock was contacted by luckybull operators via whasapp message on 2023.07.28.

There was no clear reason from the casino side, only that it was frozen.

Email me a screenshot of the whasapp message.

Thank you very much, hirokingmm, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello hirokingmm,

I'm Michal and I have taken over this complaint. I have reviewed this case and 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 is the player's account suspended? If the information can't be shared publicly please forward it to me at michal.k@casino.guru

Dear hirokingmm,

Can you please confirm if any of your relatives or friends have an account at LuckyBull Casino? Has anybody else accessed your casino account or devices that you have used for accessing your casino account and playing?

Some of my acquaintances have luckybull accounts. Luckybull is introduced in the information on the internet.

No third party has ever logged into my account.

I sometimes use wifi at home, so maybe that's the reason. Or is it a problem that you bought a new smartphone?

My account cannot be used by third parties.

Could you please tell me to investigate again?

Dear hirokingmm,

No worries, your new smartphone or your use of your house Wi-Fi should not be a problem.

I'm in communication with the casino representative and am awaiting further information.

Thank you for your confirmation.

To whom it may concern,

Thank you for bringing to our attention the player's complaint regarding their payout.

During our routine checks, we have discovered that the player in question has breached our Terms and Conditions, by opening multiple accounts using the same or similar names, addresses, telephones, email addresses, and dynamic IP addresses with the intent of defrauding or cheating across our brands.

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 as well as the exploitation of our bonus system. 

Our decision to close the player's account is a direct result of these violations. As a consequence, any associated winnings have been waived. In this regard, we made our decision based on the provisions outlined in our Terms and Conditions, specifically under the "Multiple Accounts" section (articles 47, 48, 49, and 50), which can be accessed at the link below:

https://www.luckybull.com/en/terms

We take this matter seriously, and our actions are in line with our commitment to maintaining the integrity of our gaming platform. We encourage all of our players to review our Terms and Conditions to ensure a clear understanding of our guidelines.

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 hope that this explanation provides the necessary clarity and reassurance about the action we took in response to the player's complaint. If you need any additional details or clarification, do not hesitate to get in touch with us.

Sincerely,

LuckyBull Complaint Team

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

Dear hirokingmm,

We 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