LetsLucky Casino - La cuenta del jugador ha sido cerrada y las ganancias anuladas.

Good day, 

This is a complaint against Lets Lucky Casino, I have completed all the KYC verifications that they asked for. I have been talking to them by email and was told that the withdrawal in under review. Then I try to log in only to find that my account has been closed, after I emailed asking why, then I get a mail 2 days later saying that my winnings have been voided and account temporarily closed and that they will refund my deposit. My winnings balance was 1351€. I have not gotten any clear reason for their actions and I find it very disturbing. I can send over the emails if need be. Do you think I can get some help getting to the bottom of this and getting my winnings sent to me please?

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with LetsLucky Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the confiscation of your winnings? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Hello Tomas,

Could you please advise how long you were a player at the casino and when exactly your account was blocked? 10th January 2026 I became a player.

How did you learn about your account being blocked? I tried to log in to check up on the withdrawal and then emailed on 13 January to ask why my account was blocked, I was then asked for some KYC docs which I provided, over the weeks I emailed to query the delay and was told the request is still under review. On 19 February they then emailed saying that the winnings have been voided and account closed.

What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) slot games were played.

Did you achieve your current balance with the help of a bonus? yes

Could you please share with me your communication with the casino regarding the confiscation of your winnings? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here. The email has been sent to you. 

Thank you.

Saoirse ****

Thanks for your reply.

I checked my inbox, but I couldn't find any emails sent from your address.

Kindly send the supporting evidence

My email is tomas@casino.guru

Sorry Tomas,

It was sitting in my drafts folder. I have emailed now.

Dear DoonaSlots,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana (jana.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear DoonaSlots,

I sincerely empathize with your situation regarding the recent blocking of your account. Please rest assured that I will reach out to the casino promptly to address and resolve this matter as swiftly as possible.

I would also like to kindly invite a representative from LetsLucky Casino to join this discussion in order to assist us in resolving this complaint.

Dear LetsLucky Casino,

could you please clarify the reasons behind the player's account being blocked? Additionally, it would be greatly appreciated if you could provide any supporting evidence. You may share your statement and any relevant documents here or alternatively, you can send them to my email address at jana.k@casino.guru.

Thank you in advance for your cooperation and assistance.

Kind regards,

Jana

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 Jana,

We will send you all the relevant information via email.

The Lets Lucky Casino Team

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.

Dear LetsLucky Casino,

I hope this message finds you well. I wanted to follow up as I have not yet received any emails regarding this case. I would greatly appreciate it if you could send the necessary information to jana.k@casino.guru at your earliest convenience. If I do not receive a response, I may need to mark the complaint as unresolved and it may negtively affect your rating. Thank you for your understanding and cooperation.

Hello Jana,

Apologies for the delay in the reply.

The email will be sent to you shortly.

Kind Regards

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.

Dear Jana,

All the relevant information has been sent to you via email on April 23rd.

Thanks

Dear LetsLucky Casino representative,

I hope this message finds you well. I would like to kindly request that you resend the email, as I have not yet received any correspondence from your team. Thank you for your continued support and assistance regarding this matter.

Dear Jana,

Our representative handling this case is currently away from the office. In the meantime, I kindly ask you to check your inbox once again, as the email was sent on April 23rd at approximately 12:00 CEST.

Best Regards

Dear LetsLucky Casino representative,

I hope this message finds you well. Upon reviewing our previous correspondence, I came across your email. Could you please provide the evidence relevant to the case to jana.k@casino.guru? Your assistance in this matter is greatly appreciated.

Thank you for your ongoing support.

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 have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (complaints@cga.cw) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (jana.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Jana