Lucky Ones Casino - La cuenta del jugador se ha cerrado inesperadamente.

Hello,

Unfortunately, I'm having problems with Luckyones.

Registration on the relevant platform took place on December 23, 2025. The KYC procedure was successfully completed.

Several deposits and withdrawals were successfully carried out from 24 December 2025 onwards.

The last deposit was made on January 7, 2026, after which profits were generated. The account balance at that time was approximately €700.

On January 8, 2026, a withdrawal of €100 in ETH was requested and received in full. The remaining account balance was then approximately €600.

On January 13, 2026, a further payment of €500 was requested. This remained pending for an extended period; according to information provided in the chat, the matter was under review.

On January 29, 2026, an additional deposit of €90 was made. The previous withdrawal was subsequently canceled by the system. On January 25, 2026, another withdrawal of €40 was initiated, which also remained pending for an extended period.

On February 5, 2026, a notification was received from the operator stating that the account was closed and all profits were being withheld. No response has been received since an inquiry submitted on the same day seeking clarification.

The matter therefore concerns several unprocessed withdrawals as well as the closure of the player account without explanation or further communication.

I hope you can help me here so that I can get my money back.

Thank you very much

Hallo,

leider habe ich Probleme mit Luckyones

Am 23.12.2025 erfolgte die Registrierung auf der betreffenden Plattform. Das KYC-Verfahren wurde erfolgreich abgeschlossen.

Ab dem 24.12.2025 wurden mehrere Ein- und Auszahlungen ordnungsgemäß durchgeführt.

Die letzte Einzahlung erfolgte am 07.01.2026, im Anschluss daran wurden Gewinne erzielt. Der Kontostand betrug zu diesem Zeitpunkt etwa 700 €.

Am 08.01.2026 wurde eine Auszahlung über 100 € in ETH beantragt und vollständig erhalten. Der verbleibende Kontostand lag danach bei rund 600 €.

Am 13.01.2026 wurde eine weitere Auszahlung in Höhe von 500 € beantragt. Diese blieb längere Zeit offen; laut Auskunft im Chat befand sich der Vorgang in Prüfung.

Am 29.01.2026 wurde eine zusätzliche Einzahlung über 90 € vorgenommen. Die vorherige Auszahlung wurde anschließend vom System storniert. Am 25.01.2026 wurde erneut eine Auszahlung über 40 € veranlasst, die ebenfalls über einen längeren Zeitraum offen blieb.

Am 05.02.2026 ging eine Mitteilung des Betreibers ein, dass das Konto geschlossen und sämtliche Gewinne einbehalten werden. Seit einer am selben Tag eingereichten Anfrage zur Klärung wurde keine Rückmeldung mehr erhalten.

Der Sachverhalt betrifft somit mehrere unbearbeitete Auszahlungen sowie die Schließung des Spielerkontos ohne Begründung oder weitere Kommunikation.

Ich hoffe das ihr mir hier weiterhelfen könnt, damit ich an mein Geld komme.

Besten Dank

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.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please specify what types of games you played at this casino?
• Have you activated any bonuses with your deposits?
• Could you please forward me the email you received from the casino after your account was blocked? My email address is veronika.f@casino.guru.

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

Best regards

Veronika

Hello Veronika,

I played various games there, even using the live casino and the sports betting section – basically the entire range of casino offerings.

I activated a bonus on a few deposits, but not on all of them. It always depended a bit on how good the bonus offered was.

I'll send you another email explaining how I found out about the suspension.

Nice evening

Hallo Veronika,

Ich habe dort diverse Spiele gespielt, sogar auch Live Casino und den Sportwetten Bereich genutzt, Also eigentlich das komplette Angebot des Casinos.

Bei ein paar Einzahlungen habe ich ein Bonus aktiviert, aber nicht mit allen Einzahlungen. War immer ein wenig davon abhängig wie gut der Bonus war der angeboten wurde.

Ich sende dir noch eine Email wie ich von der Sperrung Erfahren habe.

Schönen Abend

Thank you for your email. What was the last bonus you activated in this casino? Was it a sports bonus or a casino bonus?

Could you please describe your gameplay with active bonuses in more detail?

Hello Veronika,

It was a casino bonus.

I played regular casino games and unfortunately lost my balance including the bonus. Therefore, I made no winnings.

Best regards

Hallo Veronika,

es war ein Casino-Bonus.

Ich habe normale Casino Spiele gespielt und hab leider mein Guthaben inkl. dem Bonus verloren. Demnach keine Gewinne erzielt. 

Viele Grüße

Hello Ja505,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Ja505;

I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.

I will review the case and get back to you shortly. If there have been any updates since your last message, please let me know in the meantime here in the thread or via email at karla.m@casino.guru

Thank you for your understanding.

Best regards,

Karla

Casino.Guru 

Dear Ja505,

Thank you for the information provided so far.

To better understand your situation, I would like to kindly ask you to clarify a few important points:

• Could you please confirm what your exact balance was at the moment your account was closed?
• Did the casino provide any specific reason for closing your account and confiscating your funds? If yes, please share this information with us.
• Could you please resend or upload the email you received regarding the account closure?

These details are essential for us to properly assess your case.

Thank you in advance for your cooperation. I look forward to your reply.

Karla