UBERLucky Casino - The player's account got blocked.

Uberlucky manually changed my country of residence to Australia and then closed the account referring to the regulations point 7.2. Money from the account was confiscated. Unable to log into the account.

Hello 84pf275x8h,

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 more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? When did you register into the casino? How much was your real balance when your account got closed? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello

Uberlucky did not ask for account verification. If they wanted to, I would easily do it. On March 14, I registered with uberlucky. I received the last e-mail from them on March 29 in which they wrote that they were closing the account referring to the regulations point 7.2

Earlier on my account my country of origin was changed to Australia. At the time the account was closed I had €450 in it plus one bet played for €160 at odds of around 2.2 which went in. So over 800 euros were confiscated from me. I never played any bookmaker mistakes and I didn't play less popular sports.

Deposits to uberlucky were almost 600 euros

Thank you 84pf275x8h for all the information provided. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Best regards,

Nick

Ok. Thank you

Hello 84pf275x8h,

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.

Uberlucky did not comment on the situation. Do you have to accept the loss of money or is there still a chance?

Dear 84pf275x8h,

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

Thanks for the help. I wrote a complaint. Let's see

You're welcome. Please let me know once you do it so I can change the status of this complaint accordingly.

Thank you.

Kind regards,

Tomas

I sent the Antillephone Licensing Authority at certria@gaminglicences.com

Thank you, 84pf275x8h, 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 84pf275x8h,

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 84pf275x8h,

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.

It hasn't been resolved. Nobody answered the messages.

If that is the case, I recommend filing a complaint once again at a different address: complaints@gaminglicences.com

Please inform me once you have done it. Additionally, could you please forward me the email to confirm that it was sent correctly? (tomas.k@casino.guru)

Thank you.

Kind regards,

Tomas

I also sent an email to this address. No answer. I can send but uberlucky locked money stolen and it won't do anything ...

Dear 84pf275x8h,

Can you please forward me the emails you sent to both licensing authorities?

(tomas.k@casino.guru)

Let me know once you do so. Thank you.

Kind regards,

Tomas

Uberlucky is now closed. It's probably too late to get the stolen money back.

Correct, the casino is closed.

However, I want to be sure that you indeed contacted the Authority so that we can classify this complaint accordingly.

Thank you.

Kind regards,

Tomas

Dear 84pf275x8h,

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 84pf275x8h,

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