The player from Germany had been logged out and banned from all Hollycorn and Dama Casinos without a provided reason. The player had been playing with a bonus, which was nearly implemented, and had not yet verified her account. However, she had failed to provide all relevant communication between her and the casino. Despite attempts by the Complaints Team to extend the conversation and gather more information, the player had not responded. As a result, we were unable to investigate further and had to reject the complaint.
LuckyWins! Casino - Player's account was blocked.
Amount: €1,000
LuckyWins! Casino
Safety Index:Above averageSafety Index
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7.8
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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1 year ago
Translation
Good day, I hope you can assist me.
Two days ago, I made a deposit at LuckyWins and won 1000 Euros within half an hour. Shortly afterwards, I was logged out of my account and unable to login.
Afterwards, I received an email stating that I had been banned from all Hollycorn and Dama Casinos without any given reasons. I did nothing wrong or committed any violations. The fact that one sometimes meets up with friends for a game or plays with my sister-in-law is not a prohibition. I contacted the live chat to request a refund of my deposit, but they said they needed time and I need to verify my identity. However, how can this work when I can not get back into my account. These days, one should be really careful where they deposit money. I hope for your assistance. Have a nice day and kind regards.
Automatic translation:
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1 year ago
Dear Drit001,
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. Could you please advise if you passed the KYC verification before the casino blocked you?
Have you accumulated your winnings with or without an active bonus?
Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it 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,
Kristina
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1 year ago
Dear Drit001,
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.
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1 year ago
Translation
It came with a bonus, but the bonus was very close to being implemented. Didn't even get around to having my account verified. Always do this after a win has occurred. And unfortunately I didn't receive all the conversations via email.
Automatic translation:
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1 year ago
Thank you very much for your reply, Drit001. 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.
