The player from Austria has requested her account to be blocked until the entire pay-out is handled. Unfortunately, the enquiry was ignored. After a closer examination, we ended up rejecting this complaint as unjustified.
LuckyKong Casino - Player’s attempt to suspend her account has been overlooked.
Amount: €5,500
LuckyKong Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 year ago
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1 year ago
Translation
I won over €5000, I was told I have 3 options to cash it out?!
Myfiniti - My account was closed!
Rejected
I don't have crypto and I don't know it!
Astropay
so i created an account, it said it works! After 48 hours and the request (to freeze my account until payment) nothing came! No answer and no money! After I lost everything, the answer came - Astropay has daily limits of 500, but they tried to send 4000 at once! Which cannot be because the limit of 500 cannot be exceeded when paying out! So that's how I entered it!
If you entered 1000
the withdrawal request is automatically deleted!!!!
I specifically said please pay it off or ban me until the money is there! They did it on purpose and you can't ban your account at all!
It is fully active so far!!!!!
Even now after this drama no answer to my account closing request!
No protection!!!!!
I want my money back as I can prove that I have only ever entered 500 and this is the alleged daily limit!!!
See screenshots!
I even wrote a positive comment that I want to undo!!!
Close the account and I want my entire winnings paid out!
Automatic translation:
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1 year ago
Dear sesea,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please forward emails or screenshots showing that you have sent a request to block your account? My email address is petronela.k@casino.guru. Did you specify in that request for how long you wish your account to be suspended and the reason why?
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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1 year ago
Translation
Thank you, I sent you everything, the worst thing is after I gave up arguing about the money for the payment that I had allegedly canceled myself, they suddenly book 500 into my account and write, we can't close, they still have money upstairs , when I then ask for the entire sum, it means no, it's gone!!!
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1 year ago
Thank you, sesea, for all the forwarded emails and screenshots. Do I understand correctly that you enquired more information about how long the withdrawal will take on the 29th of September and one day later, all your winnings were played down already?
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1 year ago
Translation
it came
no reply to the lock! I kept playing wins and because I knew that I wanted protection apart from the fact that they sent emails about it with their money is coming soon, for me it's clear... they put everything off until your account is empty!
it would have been easy for gabz they should have sent 500 with astropay instead of the alleged 4000.
but they deliberately waited for the customer to continue playing
Edited
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1 year ago
But do you agree with the following timeline, please?
You enquired more information about how long the withdrawal will take on the 29th of September and one day later, all your winnings were played down already.
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1 year ago
Let's say you clearly stated that you have a gambling problem (which you didn't) and one day later all your funds were played and lost. Please understand that casino needs some time to process self-exclusion requests and it's usually 24 hours from the point when a request has been received. That means it might take 2-3 working days. I agree that it would be ideal if all the requests were processed and applied instantly, sadly, that's not standard practice.
To conclude, if you only ask about the time frame for withdrawals and expect the casino to suspend your account we can't help you. Self-exclusion can be only applied after a player clearly stated the reason for it.
Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.
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1 year ago
Translation
Don't pay out money, don't pause! Great and if you then want to close the account via chat, simply put money into the account that supposedly doesn't exist! Pure fraud! If they don't help, then why do they need so much info! It was clear! thanks for nothing
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1 year ago
I wish I could be of more help. I’m 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. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.
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