Perfect casino
Can you say what specifically?
I think other players could use it.😀
I would like to file a complaint against Lucky Gem, which is operating illegally and refuses to refund my deposits.
Here is my situation:
I deposited a total of €297 and verified my account when I registered. Later I won up to €1,500 and requested a withdrawal. Instead of processing it, Lucky Gem cancelled my withdrawal saying my "zip code was not on the ID anymore", even though they had already accepted my documents before. They asked me to email all my personal information again and told me it would take only 30 minutes.
While waiting for verification for many hours, I asked support multiple times, but they kept delaying and telling me to wait. Because of the stress and uncertainty, I continued gambling and my balance dropped significantly. Only *the next morning*, when I had about €500 left, they suddenly approved the withdrawal request — but still did not process it. Eventually the entire balance was lost.
Important:
I am registered in **CRUKS** in the Netherlands due to a gambling addiction. Licensed casinos cannot allow me to play. Lucky Gem is unlicensed and illegally allowed me to deposit and gamble, which is a serious violation of Dutch law.
When I asked for a refund of my deposits due to illegal operation and CRUKS violation, they replied with a message saying my case was sent to "Compliance" and would take **3–6 months**. This is clearly a stalling tactic used by unlicensed casinos. Legitimate operators process complaints within days, not months.
Lucky Gem is:
• operating without a Dutch gambling licence
• accepting CRUKS-registered players
• cancelling valid withdrawals without reason
• delaying verification until the player gambles the money back
• refusing to process refunds
• providing fake "compliance reviews"
• ignoring responsible gambling rules
I am requesting Casino Guru’s assistance in recovering my €297 deposit, as these funds were taken illegally and under false pretenses.
I can provide chat logs, emails, screenshots, and any other evidence you require.
Thank you in advance for your help.
According to our information, this casino doesn't accept players from your country.
Have you used a VPN to register and play there by any chance? 🤔
How come they verified your account? What documents did you send them, please?
Casino con buena variedad de juegos y bonos atractivos. Plataforma correcta, pero atención al cliente mejorable y condiciones algo confusas en general.
Thanks for the information.
If you could improve customer support, how would you do it? Regarding the terms, what specifically is confusing? Is there something you don't understand, and if so, what?
Great casino.. Fun!
Can you tell us more about your experience? 😀
Probablemente presentaré una queja porque este casino se niega a pagarme. El 19 de marzo solicité un retiro, que inicialmente fue cancelado porque primero tenía que verificar mi cuenta. Eso me pareció bien. Tras completar la verificación con éxito, solicité otro retiro y recibí un correo electrónico de confirmación indicando que se procesaría en 48 horas. Como esto no sucedió, pregunté y me dijeron que les diera tiempo. Mi retiro aún no se ha procesado y mis correos electrónicos han sido ignorados durante dos días. No he recibido ninguna respuesta. Nadie en el chat en vivo está dispuesto a ayudar; solo dicen que lo reenviarán.
Hello Gretche70, I understand this is inconvenient, but on the other hand, a complaint is not an instant solution. Just a kind reminder, if you do not mind, the casino has 14 full days to resolve the situation; only if they fail are we in a position to step in actively.
Live chat workers are usually not very helpful, as you found out; they are not involved in the transaction process, so actually they can only forward a concern.
It's a fresh casino, so I sincerely hope it won't take longer.
Cursos educativos, profesionales y gratuitos para empleados de casinos online que tienen el objetivo de hacer un repaso de las buenas prácticas de la industria para mejorar la experiencia del jugador y ofrecer un enfoque justo de los juegos de azar.
Hemos puesto en marcha esta iniciativa con el objetivo de crear un sistema global de autoexclusión que permitirá que los jugadores vulnerables bloqueen su propio acceso a los sitios de juego online.
Una plataforma creada para mostrar el trabajo que llevamos a cabo para hacer realidad una industria del juego online más transparente y segura.
Un proyecto ambicioso cuyo objetivo es celebrar el trabajo de las empresas más responsables del mundo del iGaming y ofrecerles el reconocimiento que merecen.
En breve te redirigiremos al sitio web del casino. Debes esperar un poco. Si usas un bloqueador de anuncios, comprueba su configuración.
