Lucky Coin Casino - La cuenta del jugador ha sido suspendida.

My account got suspended on Lucky Coin on 23 Jul. I have just been playing about 2-3 days on their site and have lost around $4-5k in USD playing baccarat and black jack. So on 23 Jul I made another deposit of around $4k USD and played some black jack. I was able to play for a few hands and was winning around $1k USD when suddenly my account got suspended while I was still in a hand and I could no longer log into my account. That was when I contacted the live chat to enquire and they said they had received some reports from pragmatic that I had been card counting and I have been banned from their site. I told them it was a mistake as I had no played any games on pragmatic. They said they would check with their team and get back to me again.

Few days later I checked with them for any updates and they told me they had received reports from Evolution gaming instead that I had been card counting and that my account has been banned. I then asked them what about the funds in my account and they said that I had withdrawn all my funds and had no money in my account. I then told them it was impossible as I was still playing when they suspended my account and that my last transaction was a deposit and I still had funds in my account. They said they would check again and get back to me. There were a couple of days of back and forth on the live chat when finally on 26 Jul they told me to send them an email which I did. On 27 Jul they replied me saying they would return me my last deposit made of around $4k usd and told me to confirm if I had used any 3rd party software or tools etc which I replied them I did not. They also requested me to do a KYC which I agreed.

I waited few days for them to get back to me and sent them an email again on 31 Jul asking if they had any updates. They still did not reply so I waited another few days before asking Live Chat for updates on the 3 Aug. Live chat then told me they are unable to assist me and I can only contact them via email. So i sent another email on 3 Aug asking them to please get back to me. It has been almost 2 weeks since they emailed me telling me they would return my deposit but then they have ghosted me after I replied them telling them I did not use any external software or tools and that I am ready to do the KYC.

Seeking you help to try and contact them to get my deposit back as I was just playing bacarat and black jack normally and I have even lost quite a substantial amount of money on their site already. On top of that I had just deposited money before they suspended my account and they are refusing to return me my deposit. Making me go back and forth for over 2 weeks via live chat and email. At first they even claimed that I had withdrawn all the funds in my account and had no balance left. After which they said in their email that I had made a last deposit of $4k USD. I am not sure if they are just trying to delay returning my money or are they just refusing and planning to ignore me all the way. Appreciate your help to resolve this issue.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Lucky Coin 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?
• Do I understand correctly that the casino didn't request any documents from you so far?

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

• I was playing there from Jul 20 - 23 and my account was blocked on Jul 23.
• They asked me to do KYC in their email but have not responded since then. So I guess they have not requested for any specific documents yet.

Dear Iamlucky68,

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, Michal (michal.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

Hello Iamlucky68,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite Lucky Coin Casino to join the conversation.

Dear Lucky Coin Casino,

Kindly provide me with clarification regarding why, despite the settlement initially offered to the player, you subsequently decided not to honor your own offer and stopped processing the refund of the player's deposit.

I would like to understand your reasons, as this currently does not align with fair practices.

Additionally, I kindly request that you provide evidence supporting the alleged violation of the terms by the player, including any relevant betting or game history demonstrating the breach.

You may provide the requested information and evidence directly to me via email at michal.k@casino.guru for an independent review.

Thank you in advance for your attention to this matter.

Hello everybody,

I have spoken our Head of CS about this.

@Michal,

I have emailed you information about the case from affiliates@luckycoin.com - please review.

Thanks, Lucky Coin

Dear Lucky Coin Casino,

Thank you for your email. I have responded back with some additional enquiries.

Dear Iamlucky68,

Please forward me the full email thread/exchange (not screenshots) you had or have with the Lucky Coin Casino team in its original form for a review at michal.k@casino.guru

Dear Iamlucky68,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Michal
Casino.Guru