Lucky Wands Casino - El jugador no puede acceder a su cuenta.

Hello I have been playing at this casino for a couple of months now and have continued to win. I have successfully withdrew funds about 5 times as you can only withdraw 500 at a time and have all correspondence with them as it takes over a week for one withdrawal and I have contacted them worried, which they have always reassured me and I have received the funds. Yet as of this morning the 6/6/2025 I have a real money balance of 13000 pounds and when trying to log into my account it is stating wrong email or password which they are not. In case there was a problem with the casino I tried to change my password and have received no email to change it. I immediately contacted them and have had no reply as of yet. It is only when submitting this complaint I have noticed they are on here with a very low score, I did not know this before playing as I have checked before and there was no review in here for them and have been paid some withdrawals from them. Please can you help me with this I have deposited with good faith and always wagered any bonuses and so on.

Dear Cheylan82,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with withdrawing funds from the casino.

To better understand your situation and assist you effectively, could you please provide us with more details regarding the following questions:

• Can you confirm the exact message you received when trying to log into your account?
• Have you attempted to use any alternative email addresses or passwords to access your account?
• Did you receive any confirmation emails for your previous withdrawals?
• What was the date you last successfully accessed your account?

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

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Hello and thank you for your reply, when I try to login now it says wrong email or password and this is not the case both are correct as I have signed in a lot and know they are right. Even when trying to reset the password in case there was a technical issue I have received no emails to do this. I know the email is also correct as I have plenty of emails off them previously. I will attach a screenshot of the login issue. In last logged in this morning to the account and also had an email of them this morning as I was inquiring about my withdrawal that had already apparently been processed by them. I also had a pending withdrawal and a balance of 13500 odd pounds. I have all correspondence from them through email.

Thank you

Could you please forward us the email communication between you and the casino regarding this issue? If possible, also include a screenshot of the error message you see when trying to access your account. You can send these materials to: veronika.f@casino.guru. We appreciate your cooperation and look forward to receiving the necessary information so we can evaluate how to proceed.

Hello thank you for your reply, they sent me an email a few days after I had contacted them to say they had suspended my account under one of their terms. I did not do anything wrong, like I said I won and they didn’t want to pay me and changed my login details. If they had suspended the account because of me breaking their terms then would have emailed me to tell me and it would state this when I tried to login. They only said this three days after I had complained and said I would be seeking legal advice. I will send you the emails. Thanks

Hello after numerous emails from myself to Luckywands, I have now had an email stating they have cancelled my withdrawal, cleared my winnings and permanently closed my account. They state I have abused bonus terms? The only thing I had off them was Daily Cash back, I already had a large real balance and they kept giving me daily cash back which I didn’t ask for and I always wagered. I do not see how this can be bonus abuse. Also for strategies, this is laughable I played on mainly one game and only made my wager higher but still under their limit when my balance was bigger and I didnt do this throughout games I played at one wager. This is an outright lie so they do not have to pay they are a scam and I hope enough people find out and don’t deposit or play there.

Thank you very much, Cheylan82, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Cheylan82,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I regret to inform you that our ability to assist you will be very limited. As you have correctly noted, Lucky Wands Casino has received a very low safety index rating following our assessment of the casino. Although your complaint is the first we have received regarding this casino, the likelihood of reaching a successful resolution regarding your case with the casino appears to be quite low. Additionally, the casino operates in your region (the UK) "under" a Costa Rica license, which can be perceived as virtually no license at all, as the licensing authority in Costa Rica offers basically no player protection. Nevertheless, I will make an effort to contact the casino and see if there is any way I can assist you.

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

Dear Lucky Wands Casino,

Please provide us with any evidence of the alleged violation of your rules that the player should have committed at michal.k@casino.guru

Hi, thank you I hope something can be done.

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.

The silence from them just proves how fraudulent they are, they have also ignored me now. It is not right when you deposit in good faith and they close your account when you win and then make up lies and ignore you.

Dear Cheylan82,

I have tried to contact the casino repeatedly, but as expected, I had no success. I'm afraid there is not much that can be achieved without cooperation from their side. Since the casino operates without a valid recognisable license and doesn't refer to any ADR service, there is no gaming authority to turn to.

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 could 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.

I can only recommend that you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal

Casino Guru