The player from Italy had his account blocked without further explanation. After a closer examination, we rejected this complaint as it was sports betting related.
LuckyElektra Casino - Player’s account has been blocked.
Amount: €10
LuckyElektra Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
6.0
LuckyElektra Casino has a Safety Index of 6, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Other
REJECTED
Case summary
3 years ago
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3 years ago
Translation
Hi I made 2 payments of 10 euros.
I lost the first. The second while I was playing betting on live games. Suddenly they blocked my account.
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3 years ago
Dear Duhniomar22,
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 how long ago you have registered your account and if you’ve completed the account verification successfully? Have you received any successful withdrawals from this casino in the past?
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
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3 years ago
Thank you very much, Duhniomar22, for your reply. Could you please advise if you have been asked to provide any personal documents to complete the KYC verification before a refund could be processed?
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3 years ago
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A thousand thanks.
No, no documents, they told me that documents are only needed when I eventually ask for a withdrawal.
Or rather they let me know that first you have to win the money. And later when I ask them for the money they won they will ask me for documents for verification.
Thank you
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3 years ago
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Hello I forward my request for the damage I suffered and that while playing I had won. So I ask for my winnings. Plus the moral damage. My request is therefore 300 euros in all for this disservice and unfairness of this betting site. A thousand thanks
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3 years ago
Could you please advise how much was your active balance at the time of the account closure? Have you, by any chance, saved any screenshots? Thank you very much in advance.
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3 years ago
Translation
Good morning. Thank you very much for your reply, I don't know how much the balance was but I had several active live bets and there were 2 or 3 minutes to go until the end of the games I remember that one of these bets was about to make a win of 65 euros by betting only 50 cents. This is surely the reason that they suddenly closed my account for good.
I hope you take away some penalty points from him. Because I don't think it's a 6.6 rating site
I believe it is a poor site with a very low score.
A thousand thanks
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3 years ago
Dear Duhniomar22,
As you might know, our forum Casino.Guru, deals with the complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue, related to a sports betting. I can contact the casino on your behalf and try to get some more information, but at the same time, I will be forced to reject your complaint. If it is convenient for you, we can continue our communication through emails. My email address is petronela.k@casino.guru.
Please let me know how you would like to proceed.
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3 years ago
Translation
A person puts his money on an online casino to play then instead of playing he sees his account close. And can't you make a complaint?
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3 years ago
I fully understand your frustration, Duhniomar22.
I’m truly sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. As I mentioned earlier, since we don’t have a branch dealing with sports betting yet and enough insight to take on this kind of dispute or judge it appropriately, we are forced to reject your complaint at the end. I really wish I were of more help.
I will send you an email with websites that you could contact.
Thank you once again for your understanding.
