Lucky Spins Casino - La cuenta del jugador fue cerrada.

Hello Casino Guru Team, I opened an account at this casino, deposited money and activated the welcome bonus, won, met my wagering requierments and after that I send my documents to them.

After a day of waiting, they sent me an email saying that they closed my account and confiscate my funds. I dont know what I did wrong and why they took this decision.

Dear richie22v,

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 clarify when exactly you open an account at this casino?

Do I understand correctly that the casino didn't provide any clear explanation regarding the closed account? If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

I made my account on 24.09. I forwarded the emails! Thanks!

Thank you very much, richie22v, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@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 richie22v,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Lucky Spins Casino to join the conversation and participate in the resolution of this complaint.

Dear Lucky Spins Casino,

Can you please provide some insight into the reason for the player's account having been closed and funds confiscated?

Kind regards,

Adam

Hello richie22v,

I have spoken to the casino via Skype. After reviewing the situation internally, the casino made the decision to reinstate your balance and reopen your account. They also would like to apologize for any inconvenience caused.

Please confirm the above and that the matter is now resolved.

Kind regards,

Adam

Thank you!

Please do not close this complaint until I receive my withdrawals!

Have a good day!

Hello richie22v,

We will keep this complaint open until we hear you have received your payments. Please let us know when you have received them.

Kind regards,

Adam

They reopened my account, but I still need to wait until I can make any withdrawals/deposits.

Hello richie22v,

The casino representative has stated that you should be able to make a withdrawal now. Can you please let me know if it is working?

Kind regards,

Adam

Hello!

Made the withdrawal and now waiting.

Hello richie22v,

Thank you for the update, please let us know when the payment has been received and we will close the complaint as 'resolved'.

Kind regards,

Adam

Hello! They sent! Thanks very much Casino Guru!

Hello richie22v,

I am glad to hear you have received your payment.

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, richie22v, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Adam