LuckyStart Casino - Player’s account has been disabled.

For some reason I have had almost all of my inline casino accounts disabled but nobody can tell me why. They are going to withdraw my money but nobody is telling me why

Dear rickyevans76,

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

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

• Could you please advise how long were you a player of the casino and when exactly was your account blocked? 
• Are you referring to an account in multiple online casinos or multiple accounts in this particular casino?
• How did you learn about your account being blocked? 
• 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? 

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

I've been playing with luckystart for nearly a year and I'm on the 2nd from top level in the vip program. I've spent a lot of money with them. I'm not concerned about not getting my money they are helping with that but what I don't understand is why nobody can tell me what's happening and if they think I was cheating why wasn't I asked about it before blocking me on most online casinos. I would know how to cheat so I don't get what I've done wrong.

Could you please share your attempts at communicating the issue with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Thank you very much, rickyevans76, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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, rickyevans76,

I am sorry to hear about your unpleasant experience and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. However, prior to doing it, I have a few questions to clarify the situation. Also, please note that the casino has the right to close any casino account at any time and without providing a reason. Provided that it will pay out your remaining balance completely, we only have to accept their decision, and we should focus only on the promised payout.

Have you provided the casino with all the requested details for a payout of your remaining balance? I cannot see any reaction from you in the communication history you shared with my colleague earlier (please see the screenshot below).

If you have not provided all the details they asked you for, it is clear that no one will process the payment.

Looking forward to hearing from you.

Greetings all,

Based on the update received from the user via email, we are closing the complaint since we consider the matter resolved.

"Yes I have received all moneys owed but I would like a reason. I was at a very high level before account was closed"

Thank you, rickyevans76, for confirmation and for using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. 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.

As for the second part of your email, a reason - unfortunately, it was explained above. The casino is not obliged to provide a reason upon account closure, and we accept its decision if they pay all the remaining balance out. In case you insist on clarification regarding the account closure, I recommend you only contact the casino's Customer Support or the gaming authority the casino is regulated by (through a complaint for example).

Best regards,

Branislav, Casino.guru