UBERLucky Casino - The player’s account has been blocked.

Hi i opened account from Poland and Uberlucky say to me in the chat - yes we accept Poland. Account was full verified and i tried to withdraw the money and whole balance was confiscated. Somebody changed my registration country for Australia. My balance was over 2000 euro and account was full verified. Withdrawal was one month in the pending. They said all the time that they need to call me and additional checking. Nobody calls. Account was closed and pending withdrawal and whole balance disappeared. They stopped me answer via e-mail. I sent complaint to certria community but nobody answer for two weeks. Be careful because they do what they want. I have proves of my balance and correspondency with bookie before they stop answer.

Dear areskinqq,

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 nikolas.b@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,

Nick

Hi i opened account in Feb, all verification was succesfull - I sent you screens. I played sport betting live without any bonus. They cheat on the chat that they need additional checking after withdrawal request (I sent a screen when this withdrawal is still pending) nobody do nothing for 3 weeks. Every time on chat the same and later closing account and cofiscated funds. They ignore me completely via e-mail now.

Thank you areskinqq for all the information provided so far. 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.

Regards,

Nick

Dear areskinqq,

We have received many complaints regarding these specific issues from players from Poland.

Regrettably, 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.

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 areskinqq,

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

hi i wrote them about case but nothing happened. Iam afraid that money has gone.

Dear areskinqq,

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? Thank you.

Thank you.

Kind regards,

Tomas

Ok is done. I hope it will help me. thank u

Thank you, areskinqq, for your confirmation.

As you have once again contacted the Licensing Authority at an alternative email address, 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 areskinqq,
We hope you are doing well. We wanted you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the Licensing Authority has resolved your case and ruled in your favor, we kindly request you to update your complaint within the thread. Alternatively, if the ruling favored the casino, your input is equally valuable. We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the Authority supports the operator.
Thank you in advance for taking the time to reply.

hi, nobody answer for my complaint

Dear areskinqq,

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