Luckyhand Casino - Player’s account has been closed and winnings confiscated.

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.

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

I have registered a week ago. No verification was needed until now. It is worthy to note that they accuse me of use of VPN services. First- I did not use any VPN service. Second, in their terms there is no any prohibition of the use of the VPN. In fact, it says that it is prohibited to use VPN in order to mask one’s identity and location. I can easily prove both my identity and location to this casino. So, I do not understand what do they accuse me of? (I attach the casino’s email below).

"Due to a breach of our VPN policy, we have decided to close your account permanently.

Upon review, it was determined that these rules had been violated, which constitutes misconduct. As a result, the account has been closed.

Please note that we do not take this lightly, and you can review our Luckyhand casino rules and regulations, specifically under Rules 7.7 and 9.3."

Thank you very much, davbezmenov81, 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 davbezmenov81,  

This is Michal reaching out once more. I have assumed responsibility for this complaint as well. After reviewing your case, I would like to clarify that if it can be established that you did not utilize a VPN during the registration and gameplay process, then the subsequent use of a VPN solely for account access should not generally present a problem. However, should the casino provide evidence indicating that you actively accessed your account via VPN while registering and playing, this could indeed be viewed as a violation of the casino's terms and conditions, regardless of your perspective on the matter.

I will contact the casino to shed more light on this matter.

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

Dear Luckyhand Casino,

Can you please forward me the player's login history showing when and from which IPs the player has registered and played in your casino? Also, please forward me any other relevant information and evidence that would prove the breach of your T&Cs by the player at michal.k@casino.guru

We have sent from support the full explanation to michal.k@casino.guru

Dear Luckyhand Casino,

Thank you for your emails, I have replied back with some additional questions to get a better grasp of the situation.

Dear davbezmenov81,

Can you please confirm where are you from and which country are you a resident of? What device have you used to access your account and play,? Do you have any software on your device that can change your usual IP address (browser built-in VPN, antivirus VPN, etc)?

Hello Michal,

I am a citizen and resident of the Czech Republic, and I want to clarify my use of VPN. While it's possible that a VPN-related program may have been active when I played at the casino, I am completely certain that I always played using a Czech IP address. If a VPN was ever used on my computer, it was set to a Czech IP only. At no point did I attempt to conceal my true location.

P.S. On very rare occasions, I may have used a VPN set to a Czech IP address to access an online casino (or other websites) when, for some reason, my home IP could not connect. For example, I can only access your website, Casino.guru, when I activate a Czech IP VPN on my computer.

Dear Michal,

Your email was responded to this afternoon,

Thank you

Support Luckyhand Casino .

Dear Luckyhand Casino,  

I appreciate your email. I have replied with our perspectives on what we consider to be the most suitable approach in this matter. I kindly request that you take all relevant factors into account, and I remain optimistic that we can reach a mutually agreeable solution.

Dear Luckyhand Casino,

Thank you for your participation in the resolution process, even though we were unable to reach a consensus regarding this matter.

Dear davbezmenov81,

I have engaged in discussions with the casino team regarding your case; unfortunately, we were unable to reach a mutual agreement. The casino has provided evidence indicating that you likely utilized a VPN, as your Luckyhand Casino account was registered and accessed from multiple IP addresses by you. This, from a technical standpoint, constitutes a violation of rules 7.7 and 9.3, as communicated by the casino team. However, it has not been demonstrated that this action conferred any unfair advantage to you.

Given that you registered your account with accurate residential details from a country that is not listed as restricted, claimed a bonus that was legitimately available to all players in your region, met the wagering requirements, and won in accordance with the bonus rules, we believe that taking significant measures such as voiding your winnings solely due to the use of different IP addresses—despite the absence of any unfair advantage—does not align with the fair gambling practices we advocate for in our commitment to providing a safe and equitable gambling environment.

I have conveyed our stance on such matters to the casino team and provided our insight on how such a situation could be handled, but regrettably, they have maintained their original position. Unfortunately, we are left with no choice but to consider this complaint closed as unresolved - against fair gambling.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. In the meantime, if you want to take your complaint further you can submit a complaint to the Anjouan Gaming Authority (File a complaint - Anjouan Gaming). The Gaming Authority might have more options and tools to help players. Please let me know how they responded at michal.k@casino.guru.

I can only recommend checking the reviews of each casino before you sign up and only playing in well-licensed and good-rated casinos to avoid disappointments like this in the future.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru