The player from Bulgaria had his account and funds transferred after rebranding. Later, the entire active balance has been canceled. The casino initially replied to clarify the player's account details. However, as there was no further response after this, the complaint was closed as 'unresolved'.
Lucy's Casino - Player's funds have been erased.
Black points: 238
Amount: €1,766
Lucy's Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
1.2
Lucy's Casino has a Safety Index of 1.2, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
2 years ago
Public
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2 years ago
Translation
I had a registration at ladylindacasino.com
one day the site did not exist but was transformed into
lucyscasino.com
with the same account details I went through illogical
verifications again and later my bill amount was
taken out
as I was told that according to article... the amount was removed
without making any bets and without creating
account at this casino
and I never agreed to their terms and conditions
please someone help me
Automatic translation:
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2 years ago
Dear nikLPL88,
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 how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)? Were your winnings accumulated with or without an active bonus?
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
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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2 years ago
Translation
since the beginning of the year ladylindacasino.com (where I had an account and made several bets WITHOUT BONUSES)
somehow turned into lucyscasino.com (where my funds were transferred from ladylindacasino.com and all my ladylindacasino.com account details) however I switched to verification again
and I have not made any bet and I have not used any bonus, even I was forced to deposit 25 euros
through skrill so that I could use skrill as a withdrawal, which repeatedly did not happen
-I never wanted to have an account on lucyscasino.com
-I have never agreed to their terms and conditions
as you see on the files
withdrawal prohibited
funds removed
Automatic translation:
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2 years ago
Thank you very much, nikLPL88, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Lucy's Casino to ignore us in our attempts to mediate any kind of issue. Regardless of several unresolved complaints marked "No Reaction Policy" we keep on trying.
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2 years ago
Hello nikLPL88,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite Lucy's Casino to join the conversation and participate in the resolution of this complaint.
Dear Lucy's Casino,
Can you please explain the situation regarding the player's account?
Kind regards,
Adam
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2 years ago
We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.
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2 years ago
Dear nikLPL88,
I received an e-mail from the casino asking to confirm your details and stating that they would provide more information regarding your complaint.
Due to this, I would like to extend the timer one more time in order to afford the casino the opportunity to respond.
Kind regards,
Adam
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2 years ago
Dear nikLPL88,
I have tried to contact the casino repeatedly but had no further response. I’m afraid there is not much that can be done without cooperation from its side.
I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.
In the meantime, I recommend that you contact the Curacao Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. It's not the best licensing authority but it has more options and tools to help players. Let me know how they replied (adam.m@casino.guru).
I am sorry I could not be of more help.
Best regards
Adam
