LuckyBull Casino - La cuenta del jugador se congela después de la solicitud de retiro.

So I made a withdrawal of 1000 euro…

So I made a withdrawal of 1000 euro because the sum you can withdraw is very limited and 3000 euro remains in my account. After 12 hours they Wanted the picture of my new creditcard. I asked them to speed up the process but instead they frooze my account????with 3000 euros remaining and no information of the current withdrawal. This was 2 days ago and I have written several times to support with now answer and their chat is down. I have had big problems with the withdrawal process before but decided to give them a chance again. This is a scandal and I will report them to MGA if this continues.

Enar B****

Hello enarb1,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with LuckyBull Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when exactly is the verification process ongoing?
• Which documents have been already approved and which ones not?
• When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents and the casino may block your account until the process is finished.

Looking forward to your answer.

Regards,

Nick

Thanks, their chat is turned off so I haven't been able to talk to them....I got a Mail five days ago that they wanted pictures of my new credit card which I sent since then nothing has happened and they have frozen my account without notice or response. I understand that they can block my account during the process but they should have informed me of that. Maybe it will be ok, but with the problems I had with the casino before, I'm worried. I think we're keeping the case open and waiting to see what happens.

Tack, deras chatt är avstängd så jag har inte kunnat tala med dom….Jag fick ett Mail för fem dagar sedan att dom ville ha bilder på mitt nya kreditkort vilket jag skickade sedan dess har inget hänt och dom har frusit mitt konto utan besked eller svar. Jag förstår att dom kan spärra mitt konto under processen men dom borde ha informerat mig om det. Det kanske blir ok men o g a de problem jag haft med kasinot tidigare så blir jag ju orolig. Vi håller ärendet öppet tycker jag och avvaktar vad som händer.

• Ok now I got an answer. They have suspended me because I had gambling problems before at another casino and keep my entire withdrawal of 4000 Euro! Is this even legal????? What can we do?🥲🥲🥲

• Ok nu fick jag svar. Dom har stängt av mig för att jag haft spelproblem tidigare på ett annat casino och behåller hela mitt uttag på 4000 Euro! Är detta ens lagligt????? Vad kan vi göra?🥲🥲🥲

And they are accusing me of multiple accounts which is bullshit. I have never used multiple accounts. Playing at other casinos is not multiple accounts.

Hello enarb1,

Could you please confirm whether you were excluded at their sister casino? If so, could you provide the exact date of that exclusion and the date you created your LuckyBull account?

In cases like these, the casino is required to confiscate any winnings but should refund any deposited amount from the date the exclusion became active.

Looking forward to your response.

Best regards,

Nick

They have not informed me of what sister casino is involved so its impossible to know if there is one….And they have yet not returned any deposite despite their promise. The support have stoppet answering my questions when it Will be returned.

So I don't know if they will refund my deposit even though they wrote that it was returned. Do not trust this Casino. As for the win, I don't know if and at which sister casino I should have played. In addition, they have probably sent me over 10 personal mails where they give me offers and urge me to return to Lucky Bull. As you can see in the email above, they have also retracted the accusation that I used multiple accounts.

Så jag vet inte om dom kommer återbetala min deposition trots att dom skrivit att den returnerats. Litar inte på detta Casino. Vad gäller vinsten så vet jag inte om och på vilket systercasino jag skall ha spelat. Dessutom har dom skickat mig säkert över 10 personliga Mail där dom ger mig erbjudanden och uppmanat mig att återvända till Lucky Bull. Som ni ser i mailet ovan har dom dessutom återtagit anklagelsen om att jag skall ha använt multipla konton.

So they have not yet returned the promised refund despite numerous attempts to reach the by mail. This casino is a scam.

Dear enarb1,

Thank you for providing all the necessary information. I will now forward your complaint to my colleague Kubo (jakub.m@casino.guru), who will be assisting you from this point onward.

Wishing you the best of luck in resolving the matter.

Best regards,

Nick

Dear enarb1,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the LuckyBull Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear LuckyBull Casino,

Could you please provide a detailed explanation of this case? Additionally, could you substantiate your claims regarding the player's self-exclusion at a sister casino by presenting supporting evidence, such as records from your system or any other relevant documentation to confirm this? Please feel free to send any relevant documents to my email address at jakub.m@casino.guru.

Thank you in advance for your response!

Best Regards,

Kubo

The casino still refuses to answer my emails and have yet not payed the refund of my deposits despite their promise in the attatched email abowe many weeks ago….

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.

I just want my deposition back as they promised.

So I finally got my deposition back today after the MGA contacted them… Still no evidence provided that I blocked myself from a sister casino though. So my winning they will obviously keep without providing that and acknowledge all the mails they sent urging me to play again.

so they Forfeited my winnings of 3200 euro accusing me of having blocket my self on a sister casino when I Know in fact that I haven’t!!!! Check with them and you will find out. 

Hello all,

Thank you for reaching out to us.

Kindly be informed that this case was thoroughly checked by our player management based on this complaint as well as users complaint made through Malta Gaming Authority.

Please be informed that we have received notification that player has gambling problems. This notification came from our sister brand where players independently excluded due to gambling problems.

Since we take such cases very seriously, it was decided that deposits in amount of €800 would be refunded to player. Due to mentioned detection, players recent winnings were forfeited. Refund was processed on our side and by now player should have received it.

We remain at your disposal.

Kind regards,

LuckyBull Complaints Team

I did not play at any if their sister brands!!! And they have not provided any evidence of this. If I have blocked myself sometime somewhere is beside the point. Not in any of their brands!

Dear LuckyBull Casino,

I apologize for the delayed response. Could you kindly provide the necessary evidence supporting your claim that the player has previously self-excluded from one of your sister casinos due to gambling-related issues?

Please send all relevant documentation or proof to my email address at jakub.m@casino.guru at your earliest convenience.

Thank you for your cooperation and prompt attention to this matter.

Well they claim they have evidence that I played and blocked me from one of their sister casinos 1,5 year ago. Even if that is the case they have a moral and I would say legal responsibilities to pay out my winnings. The reason being that they sent me at least 6 personal emails (witch I can prove and they have not questioned ) urging me to return and play at their casino. In doing so I could not forsee that I was blocked at one of their numerous casinos and consequently they have an obligation to do right by me when I obliged to their personal request. Not doing so and stating that it is for my own good is frankly bull shit.

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.

Hello all,

Kindly be informed that users self exclusion happened on our sister brand Casino Sieger. Due to it, actions were taken accordingly to our previously described response.

Let us know if any further details are needed.

Kind regards,

LuckyBull Complaints Team

Well nothing new under the Sun and nothing about why they sent me numerous personal emails with my name urging me to play and their responsibilities because if that. This is a danger to players. How then was I supposed to know that I had a self exclusion on one of all of their brands. And the response doesn’t even state if it was because of gambling issues? Note also that they’re chat has been down for months so there is no possibility for a player to check even if there in this case was no reason to do so. This is a scam casino.

Dear LuckyBull Casino,

Thank you for your response and clarification.

Could you kindly explain how the player was able to register on LuckyBull Casino while an active self-exclusion was in place on a sister brand operated by the same company? Given that the MGA license requires self-exclusion due to problematic gambling to extend across all brands under the same licensee, I would appreciate understanding how this situation occurred.

Thank you for your attention to this matter.

Hello,

Player's account on LuckyBull was established well before the self-exclusion action taken on sister brand Casino Sieger.

According to the MGA license, in the absence of a unified self-exclusion database for remote gaming operations, where the B2C licensee operates multiple brands, if the brands require separate player registration, the B2C licensee may allow for self-exclusion to be limited to a player’s activity on the brand on which the player has requested self-exclusion. Given the absence of a unified self-exclusion system across our brands and the separate registration process required by each brand, the player’s self-exclusion on a sister brand did not automatically extend to LuckyBull.

We are striving to protect the player's interest in the widest way and prevent gambling harm from being done, therefore actions in connection to player account on LuckyBull were taken from our end in accordance to regulations.

Let us know if any further details are needed.

Kind regards,

LuckyBull Complaints Team

As the case is now handled by arbitration I can not comment any more.

Dear enarb1,

Could you please clarify what you mean by "the arbitration"?

Thank you.

Madre and Im forbidden to disclose the decision as I understand it.

But as I understand it from the latest mail from Lucky Bull the casino is thinking about and exploring the possibility not to Follow and ignore Madres decision in the case. Surprise….

If so I Will tell you everything and show you the ruling. So please keep this case open.

Dear enarb1,

I’m having some difficulty understanding your messages. To help clarify, I would encourage you to use Swedish (or any other language you're comfortable with) when posting in the complaint thread, rather than translating it yourself. We utilize an automatic translation feature, and the original text often helps us understand your message better, as the translation tool may sometimes misinterpret certain words.

Additionally, I’d like to confirm - are you saying that you have already submitted your formal complaint to the Malta Gaming Authority and have received their decision?

Thank you for your cooperation.

No, I have sent the complaint to Madre and have received their decision. Unfortunately, I am not allowed to report on the decision at this time. Negotiations are now underway between all parties. Please note that the casino is blacklisted by Ask Gamblers.

Nej jag har skickat klagomålet till Madre och har fått deras beslut. Tyvärr får jag i dagsläget inte redogöra för beslutet. Det pågår nu förhandlingar mellan alla parter. Noterar att casinot är svartlistat av Ask Gamblers.

Dear enarb1,

I understand. However, I find it highly unlikely that MADRE has prohibited you from sharing their decision if one has already been made. At this point, it's simply an unproven claim, and I'm not entirely sure what you're expecting me to do about it right now.

Dear LuckyBull Casino,

Could you kindly confirm whether an investigation was conducted by MADRE and if you received a decision in the player’s favor?

Thank you.

Hello,

Overlooking into this case, kindly note that we have not yet received final decision.

We trust in both MGA and MADRE's commitment to ensure an equitable resolution of the case. Until a final decision arrives, we can only request players understanding and patience.

Kind regards,

LuckyBull Complaints Team

Well thats not true. MADRE has made a decision but Bull is unsurprisingly doing what they can to not follow it. I will give you the decision at the end of the month if they keep on refusing to pay me. And you can publicize it!

Dear LuckyBull Casino,

Thank you for your clarification. However, based on the information gathered so far, I must align with the player's position in this matter. As mentioned in my previous correspondence, the MGA license obliges operators managing multiple brands to ensure that their self-exclusion database is shared and enforced across all of these brands. This is explicitly stated by the MGA on their official website.

From our perspective, this constitutes a clear failure of self-exclusion protocols on your part, as the player, who has acknowledged their gambling problem, was able to register and play at your casino. Under these circumstances, we believe the player is entitled to a refund of their deposits.

You have previously indicated that the player's deposits will be refunded. Could you kindly provide an expected timeframe for when these funds will be returned? Are you currently awaiting a decision from MADRE before proceeding?

Thank you for your cooperation.

Dear enarb1,

As evident from the text above, our position remains that the casino should refund your deposits. Furthermore, during a self-exclusion period, players who have disclosed their gambling problems should neither incur losses nor gain any winnings. Regrettably, this means that you would not be eligible to claim any excessive winnings beyond the amount of your deposits.

That said, I am still unclear why there is hesitancy in sharing the decision you claim to have received from MADRE. At this point, you are accusing the casino of dishonesty without providing any substantiating evidence. To ensure transparency, I kindly request that you share at least the confirmation email from MADRE, along with a copy of your submitted complaint for review. You can forward these documents to my email at jakub.m@casino.guru.

Thank you for your understanding.

Dear enarb1,

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.

I think s it’s better that you close this case. I sent you the preliminary decision weeks ago where it says that they were not allowed to confiscate my winnings. Useless to send it to you again. Now Madre seems to think that the casino payd out my winnings. The case is with the MGA now. I want you to close this case.

Dear LuckyBull Casino,

The player has provided us with what appears to be an official document detailing MADRE’s decision on the case in question. However, you are still asserting that no decision has been made.

Could you please clarify this discrepancy? Is there any relevant way you can substantiate your claim?

Looking forward to your response.

Hello,

During the period after our last response, we have received a decision from MADRE based on which player is not eligible to claim any excessive winnings beyond the refund of deposits. 

We would emphasise that the refund of deposits was already done and the player confirmed that he successfully received the refunded amount.

Kind regards,

LuckyBull Team

Dear LuckyBull Casino,

Thank you for the update. I kindly ask you to forward me the official email from MADRE, along with the attached document containing the decision, to my email address at jakub.m@casino.guru.

Thank you.

Dear enarb1,

The casino has provided the Appeal Decision from MADRE, which unfortunately overturned the initial ruling from January 1, 2025, and rejected your claim. Since the ADR has determined that the casino is not obligated to issue the refund you requested, I have no choice but to close your complaint as well.

I appreciate your understanding and cooperation throughout this process, and I regret that I couldn’t provide a more favorable outcome in this case. If you experience any further issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here to assist you.

Best Regards,

Kubo