LuckyWins! Casino - Player's account has been closed after winnings.

Hello. I was playing on Lucky Wins yesterday, and they allowed me to deposit and play. But when i was winning and i won 17000kr NOK. They kicked me out and closed my account. I have everything on screenshot and evidence. I have sent emails to they customer service but they didn’t help me.

Dear Borz97,

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

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

• Could you please advise how long you were a player at the casino and when exactly your account was 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?
• Did the casino follow and rules from its terms and conditions, or did the casino accuse you of breaching any particular rules?
• Could you please share with me your communication with the casino regarding the issue to support your complaint? Send emails or chat transcripts to my email at [email protected], or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Hello. I was playing a while maybe 1-2 hour. When i start winning they kicked me out. I played on slots without bonus. I did deposit my own money. No they did not follow the rules. They scammed me.

i have evidence.

thanku Tomas.

Thanks for your replies and the submitted information.

In the notifications on the screenshots you provided, the suspension of your account is designated as 'temporary'

Have you contacted support regarding the suspension? Have you received any reply?

Could you please share your attempt to resolve the situation with support as evidence of your complaint?

Send the information to my email at [email protected]

Dear Borz97,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru