Lucki Casino - La cuenta del jugador ha sido cerrada y las ganancias están retenidas.

Dear Lucki.Casino team,

I hereby formally lodge a complaint against the blocking of my player account and the refusal to pay out my legally obtained winnings of €1,300.

My account was fully verified by you. After successful verification, I was informed that my account had been blocked due to an alleged violation of your terms and conditions and that I would only be refunded my initial deposit. No specific and comprehensible explanation has yet been provided.

I hereby expressly request that you inform me in writing and in detail:

1. Which specific point of your terms and conditions am I alleged to have violated?

(please specify the exact section and paragraph)

2. which action on my part constitutes this alleged violation,

3. Why was my account initially verified if there was already a violation of the terms and conditions?

4. On what legal basis will winnings already earned be withheld after successful verification?

Please note that general references to "terms and conditions violations" without specific details are not legally sufficient. If no comprehensible and substantiated response is received within 14 days, I reserve the right to refer the matter to external dispute resolution bodies, the relevant licensing or supervisory authority, and, if necessary, to my payment provider.

Please consider this message as your final request for clarification and payment of the winnings to which I am entitled.

Best regards

Sehr geehrtes Lucki.Casino-Team,

hiermit lege ich formell Beschwerde gegen die Sperrung meines Spielerkontos sowie die Verweigerung der Auszahlung meines rechtmäßig erzielten Gewinns in Höhe von 1.300 € ein.

Mein Konto wurde von Ihnen vollständig verifiziert. Nach erfolgreicher Verifizierung wurde mir mitgeteilt, dass mein Konto aufgrund eines angeblichen Verstoßes gegen Ihre Allgemeinen Geschäftsbedingungen gesperrt worden sei und mir lediglich mein Einsatz erstattet werde. Eine konkrete und nachvollziehbare Begründung wurde mir bislang nicht genannt.

Ich fordere Sie hiermit ausdrücklich auf, mir schriftlich und detailliert mitzuteilen:

1. Gegen welchen konkreten Punkt Ihrer AGB ich verstoßen haben soll 

  (bitte mit exakter Angabe von Abschnitt und Absatz),

2. welche Handlung meinerseits diesen angeblichen Verstoß darstellt, 

3. warum mein Konto zunächst verifiziert wurde, wenn bereits ein AGB-Verstoß vorgelegen haben soll,

4. auf welcher rechtlichen Grundlage mir ein bereits erspielter Gewinn nach erfolgreicher Verifizierung einbehalten wird.

Ich weise darauf hin, dass pauschale Hinweise auf „AGB-Verstöße" ohne konkrete Benennung rechtlich nicht ausreichend sind. Sollte innerhalb von 14 Tagen keine nachvollziehbare und belegte Antwort erfolgen, behalte ich mir vor, den Vorgang an externe Schlichtungsstellen, die zuständige Lizenz- bzw. Aufsichtsbehörde sowie ggf. an meinen Zahlungsanbieter weiterzugeben.

Bitte betrachten Sie diese Nachricht als letzte Aufforderung zur Klärung und Auszahlung des mir zustehenden Gewinns.

Mit freundlichen Grüßen 

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Sprouder,

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 confirm whether you currently have access to your gaming account?
• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you accumulate your winnings with or without an active bonus?

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,

Attila G.

Hi

No accsess to account anymore.

i only played tennis live games

and i didnt use any kind of bonus

and they verified my account and than closed it

Dear Sprouder, thank you for your response. Could you please share your correspondence with the casino? Was your account blocked right after the verification?

Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here.

Thank you very much in advance for your reply.

hi.

So the account was blocked after the verification a few days after as i made the withdraw for the win. They cancelled the Withdraw and blocked my account.

They dont even respond anymore. i wrote them a mail to know what i did wrong wich agb. But they wont reapond anymore.

Dear Sprouder,

Thank you very much for your response.

Have you contacted the casino customer support via email to ask which specific part of the T&Cs has been breached?

Thank you very much in advance for your reply.

Best regards,

Attila G.

Bro i awnsered that already.

Of course i sent them a mail not even one like 10 of them. they are not responding at all

Dear Sprouder,

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,

Attila

Please note that if the matter becomes solely related to sports betting, we regret to inform you that we won't be able to assist you as we do not have a department handling such issues.

Thank You. At least i want to know wich AgB i breach.

Dear Sprouder,

I am sincerely sorry to learn that your account has been blocked. I will reach out to the casino promptly to address and resolve this is

sue as quickly as possible. In light of this, I would like to invite a representative from Lucki Casino to join this conversation and assist in resolving your complaint.

Dear Lucki Casino,

could you please clarify the reason for the player's account being blocked? Additionally, I kindly ask that you provide any supporting evidence related to this matter. You may share your statement and the evidence here or send it directly to my email address at jana.k@casino.guru. Thank you in advance for your cooperation and assistance.

Kind regards,

Jana

Thank you very much!

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.

so no respond ?

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 Anjouan Gaming Authority (validator on the website) 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