UBERLucky Casino - Player's account was blocked.

Hello, the casino is a scam. I registered there around 1-2 months ago and I didnt use any bonuses. I checked on your site that Polish players are allowed and during registration there was a possibility to choose Poland from the list so I thought it was fine to play there. But they stole almost all the money from my account.

I deposited in total around 1000-1500 euro. After winning some I wanted to withdraw 1000 euro and then strange things started. After a few days of no reply to the withdrawal, I asked on the chat if they want me to send any documents or anything. They said to give them my phone number and they will phone call me. They didnt want any documents, I told them several times that I can send them documents for verification but they didnt want it. Every time they just said that they had internal procedures and I needed to wait and it will be over soon.

I got info that other polish players are having issues too. After 2 weeks my nationality was changed from Poland to Australia on their website. And then they confiscated all my money and left only the last deposit which was around 250 eur. From 3200 euro they gave me 250 euro back, which they allowed me to withdraw without any verification.

I talked to other polish players, one of them has been playing there for almost a year with no issues, they have been withdrawing his money before with no issues, he went through verification, confirmed his address and everything. But suddenly, they scammed all polish players for no reason.

As I said before, I havent used any bonuses and they didnt want me to verify my account, they just simply scammed me. Can you help the players somehow?

I want to let you know that the owner of Uberlucky is also the owner of Betzerk casino. Can you please link them together, so the rating score will have impact on both casinos? Because I heard that they are closing Uberlucky casino soon and will leave Betzerk open.

Do something about this case, they cannot scam people like that.

Dear mgonc93,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with UBERLucky Casino. Please allow me to ask you a few questions so I have a complete picture of the situation.

When was the last time you spoke to the casino and what was it about? Did the casino communicate to you about why your account was blocked, your winnings confiscated and your personal information changed?

Would you be able to send the supporting evidence including screenshots, and chat transcripts to my email at tomas@casino.guru?

I'll await your reply.

Best regards,

Tomas

Today, the only thing they say is that terms and conditions point 7.2. was breached and I have nothing to withdraw (because they've stolen my 3k euro balance???). I've sent you the conversation on email.

Thank you very much, mgonc93, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello mgonc93,

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

Let's be real, both of us don't believe casino will actually reply. Please, link Uberlucky casino with Betzerk casino together (both are operated by Familypot B.V.) so Uberlucky's rating will influence the other's casino rating too.

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 mgonc93,

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

Dear mgonc93,

Can you please confirm if you have contacted the Antillephone Licensing Authority? I will now extend the timer for additional 7 days. Kindly note that in case you don’t reply in the given time frame, I will have to reject your complaint.

Kind regards,

Tomas

Yes, I did contact. In fact, I tried to contact them several times and they ignored my emails.

Thank you, mgonc93, for your confirmation.

As you have contacted the Licensing Authority, we will now close your complaint as ‘Waiting for decision of regulator’. I’d like to kindly ask you to let us know once you have received a reply from the authority.

My e-mail address is tomas.k@casino.guru.

Once the decision of the Licensing Authority is known, we will classify the complaint accordingly.

Kind regards,

Tomas

Dear mgonc93,

We hope this message finds you well. We wanted to follow up on your case, which was marked as "Waiting for Regulator" on our website some time ago. We were wondering if there have been any updates or resolutions since our last conversation.

If your case has been resolved by the Licensing Authority, we kindly request you to forward us their official statement at tomas.k@casino.guru. On the other hand, if the ruling was in favor of the casino, it would still be incredibly helpful for us to know. We understand that it has been a while, but updating your complaint will allow us to either issue black points to the casino (if the ruling was in your favor) or warn other players and users about cases where the Authority supports the operator.

We truly appreciate your cooperation, and your response would be of great assistance to us. Thank you in advance for your reply.

Best regards,

Tomas

Dear mgonc93,

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.

Dear mgonc93,

In summary, the cases involving this casino and Polish players show that very few have been successfully resolved after contacting the licensing authority. In most cases, there has been no response even after three months. Since the casino is now closed, there is no point in keeping this complaint open.

Following up on our position:

"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."

We are now closing the complaint as unresolved. We are very sorry that we couldn't be of more help.

Kind regards,

Tomas