HomeComplaintsLuckychoo Casino - Player’s withdrawal is being delayed.

Luckychoo Casino - Player’s withdrawal is being delayed.

Amount: 9,000 R$

Luckychoo Casino
Submitted: 14 Jan 2025
Case opened Current status

Waiting for Casino Guru to reply

5d 19h 28m 12s

Case summary

The player from Brazil has a withdrawal issue, as the casino claims that her account is a duplicate despite her having only one verified account. After winning 9000 reais using cashback, she is unable to complete the withdrawal due to these allegations.

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Translation

On the 12th of October, I logged into my account and had a cashback amount of 145 reais. I played with it and won, then proceeded to withdraw 9000. Now, the casino is claiming that I've violated the terms and that my account is a duplicate, which is impossible. I only have one account and it is verified!

Automatic translation:
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Dear Kaahns,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

  • Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
  • Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
  • Do you currently have access to your casino account?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

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Translation

Hello, I have access to the account yes, the attendant in the case said that she would see if she could get a withdrawal of 500.00 as compensation, I played in slots, the Wi-Fi I use is community I informed this to the chat but they insist on saying that several accounts were created from my phone which is impossible

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Thank you very much for your reply, Kaahns. Could you please clarify which games you played?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

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Translation

Sent by e-mail, I've played several slots games

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Casino Guru is examining the case

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