LuckyKong Casino - Player's winnings were canceled.

Dear Casino Guru Forum,

I'm writing to say help me, I need your support. Lucky Kong Casino wrongly say I got multiple accounts and won't give me my winnings. I sent them all documents and selfies they asked for, but they still not pay me.

I followed all the rules at Lucky Kong Casino. But they accuse me without any proof and not give me my winnings, more than 1000 EUR. This not fair or right.

Please help me! Ask Lucky Kong Casino to check fairly, give me my winnings, and fix this bad situation.

I really need your help, advice, anything you can give to make this right and get my winnings.

Thank you for help and understanding.

Dear efendikox,

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. Is there any chance that someone from your household or using the same IP address has also created an account at this casino? Could you please advise if you received any confirmation regarding successful verification?

Have you accumulated your winnings with or without an active bonus?

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,

Kristina

No chance I use other computer. I play my computer only. I used bonus to play, yes. About verification: I sent my ID and bill and selfie. Next day casino ask my photo with paper and word LK on it. I sent this very fast. After one hour I receive email that I have multiple accounts and they will not verify my account. Thank you.

Thank you very much for your reply, efendikox. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello

the only email I received from the casino regarding this issue was this:

Hello

Your account will not be verified because we found that you have multiple accounts in our casino

++++++

I have sent the email asking for details - they never replied

Thank you very much, efendikox, for your cooperation. I will now transfer your complaint to my colleague Tomas (tomas.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 efendikox,

I am sorry to hear about your experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite a LuckyKong Casino representative to join this conversation and participate in the resolution of this complaint.

Dear LuckyKong Casino,

Could you please provide us with an explanation of the player's situation in more detail from your point of view? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (tomas.k@casino.guru).

Thank you in advance for providing the information.

Kind regards,

Tomas

Dear All.

Rest assured, we are in contact with Casinoguru stuff regarding your case and are closely monitoring the situation. At this moment, we are eagerly awaiting the Casinoguru's decision on the matter.

Dear efendikox,

I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions and bonus terms and conditions - specifically involving the use of multiple accounts to gain an unfair advantage of bonuses. The casino acted correctly and within its terms and conditions.

Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by.

Thank you very much, LuckyKong Casino, for providing information and for your cooperation.

Best regards,

Tomas