Luxury Casino - Player’s account has been blocked and winnings voided.

I was waiting for pending withdrawal, going on 1 1/2 day, as of today.

I had deposited $100, as a new game was added. I wagered, $4, $6, and $10.. during the respin feature of Abra Cat Dabra, I received a message saying I was locked out.

I then contacted costumer service as I did not understand. I still don't.

I had my pending withdrawal.. and deposited another $100 for fun. Only to be told that my winnings for confiscated. I'm confused.

Dear Siouxpermad,

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)? Have you accumulated your winnings 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

Additional comments from the player:

"Good Day, 

I couldn't not find the submit button in regards to my complaint.

I cashed out shortly after winning. A day and a half pass, I was so anxious to claim $10,000.. I then deposited $100, because I had gotten an email about a new game being added. So I played the new "Abra Cat Dabra"..

I noticed 50 more was added to my deposit. Normally you are asked to opt in on bonus funds, as to which I did not.

When I first deposited, it was $200.

I play Valhalla, another new game.

Its where I won majority of my funds. And I had noticed that I also had a bonus, after accumulating so much, I tried to withdrawal, but had a bonus of $90. So it made no sense when I played the second time, after I made a $100 deposit.

5 minutes unto playing the 2nd deposit of $100, I was given a message of an error. And not long after I was told I was locked out.

I then contacted customer service, as to which they replied, wait to hear from risk assessment.

I got an email a short ime later, stating a code of #13.

Irrelevant play..

It made no sense to me.. still doesn't.

I feel ripped off.

I was able to up my bets when I deposited the first time, so getting this message seemed Irrelevant.

When I made the 2nd deposit, I reach over $600.

I played to pass the time.

Just to be told all my winnings would be confiscated..

I still don't know what I did wrong."

Thank you, Siouxpermad, for your email. Do I understand correctly that both your deposits activated bonuses? Have you opted out of promotional offers inside your account, please?

I'm pretty sure they give you the option to opt in. But both times I was unaware of opting in to anything. 

When I won the first time, I withdrew right away, only to see that I had a 90 dollar bonus. I then played down a few thousand, even then I was uping my bets from 3, 7, 10, 12 dollar bets, and I wasn't given an error message then.

I played until that bonus went away, cashed out from, $5000, $9000 and last $10,000.

I finally withdrew when I reached winnings over $10,000.  

I was in the process of waiting the 48 hour pending period.

I was 1 1/2 day in, when I made another $100 deposit.. just to play the newly added Abra Cat Dabra game.

I noticed an additional 50 dollar added. I wondered why it was there because I don't remember clicking the bonus page.

It was shortly after that I was given the notice about my account being locked out.

It still makes no sense to me.

I feel cheated.

Is your account still blocked, please? Could you forward any relevant communication between you and the casino to petronela.k@casino.guru?

Dear Siouxpermad,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.