Holy Luck Casino - La cuenta del jugador ha sido cerrada debido a presuntas infracciones.

Hello, I registered a few weeks ago on Holyluck, I verified all the documents, as requested on the website, the email, the mobile, ID card front and back, bank document, with my name and address.

I made two deposits of €100 each, and in the end, I earned a total of €360 in profit. When I withdrew the money, they sent me an email three days later saying I had violated some account terms. I never did anything to violate any terms, I never asked for any bonus, nor did I give any strange answers.

And when I ask them for explanations and at least to return the money I deposited, they tell me no.

If you could mediate to help me recover at least the deposited amount, which is €200

Thank you so much

Buenas, me registré hace unas semanas en Holyluck, verifiqué todos los documentos, tal y como pedían en la web, el e-mail, el móvil, DNI por delante y por detrás, documento bancario, con mi nombre y mi dirección.

Realicé dos depósitos de 100 € cada uno, obtuve unas ganancias al final de 360 € en total y cuando lo he retirado, me mandan un correo a los tres días diciéndome que he incumplido unos términos de la cuenta, que en ningún momento he realizado ninguna cosa para incumplir nada, nunca pedí ningún bono ni hice ninguna respuesta rara

Y cuando les pido explicaciones y que al menos me devuelvan lo depositado, me dicen que no

Por si podéis mediar para ayudarme a recuperar, al menos lo depositado, que son 200 €

Muchas gracias

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Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Do I understand correctly that you didn't activate any bonuses on top of your deposit?
• Did the casino specify which rule was breached? Please forward all relevant correspondence between you and the casino to kristina.s@casino.guru, or you may post it here.

Thank you in advance for your reply.

Best regards,

Kristina

Hello good,

The bets were sports bets, specifically on tennis.

At no point was any bonus or anything similar activated

They did not specify the rules that were violated, nor did they provide any explanation of what those rules were or why.

I simply placed several tennis bets, some lost, some won, and when I went to withdraw, they took my funds and blocked my account immediately.

Buenas,

las apuestas fueron apuestas deportivas, de tenis específicamente

en ningún momento se activó ningún bono ni nada parecido

no especificaron las normas infringidas ni dieron ningún argumento de cuáles eran y por qué

Simplemente hice varias apuestas de tenis, algunas falladas otras ganadas y cuando fui a retirar me quitaron los fondos y la cuenta bloqueada directamente

Hello, I just sent the screenshots of the emails with Holyluck to Kristina's indicated address.

Thank you so much

Buenas, acabo de enviar las capturas de pantalla de los emails con Holyluck a la dirección indicada de Kristina

Muchas gracias

Thank you for your reply, Gonpego. I’m sorry to say I don’t have good news. If your account was blocked after placing only sports bets, it’s likely the casino detected activity that prompted that decision. Because we don’t have sufficient expertise or insight into this area of online gambling, we are unable to interpret the casino’s investigation or their explanation accurately and therefore cannot judge this case fairly. This does not mean we consider your complaint unjustified; we are simply unable to evaluate it properly. I understand how frustrating this must be for you, and I apologize that we cannot be of more help.

After reviewing the available information, we must close this complaint. I’m sorry we could not resolve this for you. Please don’t hesitate to contact us in the future if you encounter issues with this or any other casino — we will do our best to assist.