LuckyKoala Casino - Player’s account closed and withdrawal rejected.

Dear Casino Support Team,

I hope this message finds you well.

I am writing to express my concern regarding the closure of my account on January 4th. In addition to my account being closed, my withdrawal request was also rejected. I have uploaded all the required documents, but my KYC was still rejected. Furthermore, I was informed that the money was never received on your end. I have provided proof of the transaction with my bank statement.

Could you please provide clarification on these issues and let me know what steps I need to take to resolve them?

Dear Maxe0412,

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

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

• Could you please advise how long were have you been a player of the casino? 
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Did you achieve your current balance with the help of a bonus? 
• Could you please list which documents you provided when attempting to complete KYC verification?
• Could you please share your communication with the casino when you attempted to resolve the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Hi Tomas,

I was only a player for a week.

The Main Game I Played was wild West Gold Slot from Pragmatic and got lucky on high stake. I did Not Play with Any Bonus (real Cash only)

for kyc I used my passport, bankstatement and my Proof of deposit .

i Upload a Screenshot of The email from them After that i didnt Receive an answer anymore 🙁

thanks for your quick respond

Thank you very much, Maxe0412, 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 Maxe0412,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter. Please forward all the documents including the bank statement in PDF format where the deposits are reflected to me at michal.k@casino.guru

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

Dear LuckyKoala Casino,

Can you please clarify why the player has not passed the KYC? Furthermore, can you please double-check if the disputed deposits were really not received on your end? If this information cannot be shared publicly, please forward it to me at michal.k@casino.guru

Dear Maxe0412,

To move on with your case we will need to see your official bank account statement from December 2023 to April 2024 in PDF format where the deposit transactions are clearly visible and to check if they were not returned back to your account. Please forward it to me at michal.k@casino.guru as well as all the other documents you have provided the casino team for the KYC.

Dear Maxe0412,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.