The player from the Czech Republic reports that Luckyhand Casino closed their account and confiscated over 1,400 euros, including the deposit, without providing a reason or mentioning a refund. They completed the bonus requirements and believe they did not breach any rules.
Luckyhand Casino - Player’s account has been closed and winnings confiscated.
Amount: €1,417
Luckyhand Casino
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Case opened
Current status
Waiting for Casino Guru to reply
6d 1h 4m 25s
Case summary
22 hours ago
Public
Public
yesterday
Dear Guru team,
Lucky hand casino has decided to close my account and confiscate more than 1400 euro (including my deposit).
I played only slots with casino first deposit bonus, completed bonus requirements and made first withdrawal. There was no any request for verification documents as well. The casino did not specified the exact reason for there decision and also no a single word about refund of my deposit. I'm confident I haven’t breached any casino rules. Please help me to clarify the situation.
Public
Public
23 hours ago
Dear davbezmenov81,
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 registered your account and if you’ve completed the account verification successfully?
- Which games you’ve been playing (live casino games, slots, or sports betting)?
- 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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