UBERLucky Casino - Player’s account has been blocked.

Scam site. Confiscated my money probably from all customers from Poland in the same time. They changed manually my address to Australia and wrote that i broke point 7.2 T&C. Australia is restricted. I lost around 1700€ on Uberlucky.

Just got mail, that my balance is fully confiscated, and I can't do nothing. Whole Familypot B.V (Betzerk, Uberlucky and Histakes.io) have the same practise. Be carefull. All FAMILYPOT B.V sites is scam. My account has been blocked and I can't even log in. I wanted to settle the matter with them amicably but they refused any dialogue. Other nations will face the same in the future.

Dear kickoff,

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 casino games, slots, or sports betting)? Were your winnings accumulated with or without an active bonus, please?

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

I registered an account on December 13, 2022. I never verified my account because they didn't require me to do so, even once I've withdrawn money. There wasn't any problem with that. I only play sports bets. I don't have any bonuses. All accounts from Poland have been robbed in the same way in the last few days. Not only I was treated this way, but everyone from Poland. I have emailed you a chat history log.

Thank you very much, kickoff, for the forwarded communication. Have you saved, by any chance, your casino account details before your account got blocked, please? Do I understand correctly that the amount of 1,625 zł was your active balance at the time of the account closure?

"Have you saved, by any chance, your casino account details before your account got blocked, please?"

Unfortunately not.

"Do I understand correctly that the amount of 1,625 zł was your active balance at the time of the account closure?"

Yes the amount of PLN 1625 was my active balance when the account was closed. They mowed all the accounts registered in Poland and stole everyone's money. It's not like I'm the only victim. I have contact with many people from Poland brazenly robbed by Familypot B.V. - Uberlucky. The next theft will probably take place at another bookmaker with this license in some time. At this point, all accounts registered in Poland are blocked and despite contacting the bookmaker with a request to pay the money due to me, he still refuses. Other nations will probably also be stolen in the same way as Poland in some time in uberlucky

Please check the reviews about this bookmaker on trustpilot from the last few days to confirm that there are more people like me.

https://pl.trustpilot.com/review/uberlucky.com

Thank you very much, kickoff, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello kickoff,

This is Tomas, and from now on, I will be taking care of your complaint. I have reviewed your case, and I would like to invite UBERLucky Casino to join the conversation and participate in the resolution of this complaint.

Dear UBERLucky Casino,

Can you please provide more information regarding the case? Are you able to explain how the player's account residency could get changed from Poland to Australia? Why have the player's funds been confiscated?

Thank you in advance for providing the information.

Best wishes,

Tomas

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’ which may negatively affect its rating.

Dear kickoff,

Regrettably, as no aid has been received from the casino, and no efforts to resolve the situation have been noticed, we are compelled to terminate this and all similar cases from Polish players. Our belief is that blocking the account and confiscating the winnings goes strongly against any terms that should be adhered to, as the player had registered with valid information in the casino and had previously been able to play and withdraw winnings. If a country becomes a restricted jurisdiction, the casino ought to inform its players of the change and permit them all to withdraw their outstanding balances. It appears that a different approach has been taken in this specific instance, and due to the player's description of events and the casino's inability to clarify the situation, we are compelled to classify this complaint as unresolved.

Our only suggestion at this point would be to contact the Antillephone Licensing Authority at certria@gaminglicences.com. If you require assistance in filing an official complaint, please inform us.

We regret that we were unable to provide more assistance. 

Kind regards,

Tomas

I understand. However, I still think that the current rating of 5.6 with this type of behavior and deception of this company is still too high. Thank you for your time and effort to help me and many other people who have been deceived and robbed by this crap company.

Dear kickoff,

The casino's rating will drop more after closing all these complaints as unresolved.

Please let me know if you want to file a complaint with the Antillephone Licensing Authority, which I definitely recommend to.

Kind regards,

Tomas

Dear kickoff,

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.

After writing a complaint to certria@gaminglicences.com uberlucky gave me my money back. You can close the case.

Dear kickoff,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Tomas