Lucky Wolf Casino - La cuenta del jugador ha sido cerrada debido a supuestas violaciones.

I deposited 500 zar and played multiple online slot games on Luckywolf.com , I notably won money on a few games and lost on others but after playing quiet a few games I won most of my winnings on a slot called double Rainbow by Hacksaw Gaming. I proceeded to stop and not play for a while and upon logging in later I discovered it request my verification details which I had captured , this process showed in processing until the next day I saw that it said suspended. The suspension details displayed on the screen by luckywolf said I had violated there terms and conditions by using software loopholes and errors.

I had emailed there support team to find out exactly what had happened and possible defend myself due to non of this being true , they subsequently responded stating otherwise and saying and I quote "after reading the notes on it the fraud department concluded that the way you are plying is not mainly for fun what is the entire point of the casino and not a source of income, this open the possibility to exploit in several different ways what you incur, unfortunately we can not provide specific detail because is against our policy and is a business desicion".

these are exact words said by the support team which feels unethical at its best based on there response and explanation of how I play vs the violation of I used software loopholes and errors , I tried reaching out to Hacksaw Gaming to assist with proof if anything was done which I know wouldn’t show anything because I generally play games I can buy the bonus and experience the features on.

I have no luck and they have left my account suspended and are only willing to refund my deposit.

Dear Gerushen,

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

How many deposits did you make to the casino?

Have you noticed any bugs or unusual behavior in the Double Rainbow game?

Could you please ask the casino to send you the entire gaming history in Excel format? Then forward it to me at veronika.f@casino.guru for investigation.

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

Hi Veronika

Firstly thank you for helping and assisting me in this regard , much appreciated.

I have sent email’s to the casino support email address multiple of times with various questions , asking for reasons and proof to no avail.

I had only made one deposit on the website due to the casino not being local and me trying it out for the first time using real money.

At no point in the days I had played had I encountered any issues and I played all different games on the site , neither did I receive any messages or emails from the casino to state there were any issues hence my email for a response from the game maker.

I’m not sure if the game replay link I have of one of the games may help , it has the reference of the feature buy , how much was won , how much was bet for the spins etc. I also have screen shots of my balance and the emails back and forth with the casino support.

i will share it in hope it assists further.

Thank you very much, Gerushen, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you Gerushen for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Lucky Wolf Casino for their help in resolving this complaint. We would like to know why was the player's account suspended and what can we do to help resolve this issue.

Thank you!

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 Control Board. The regulator states that it will not handle individual disputes between players and operators. Still, if you want to try and contact them you can do so here: (https://www.gamingcontrolcuracao.org/contact) Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of Gerushen. We received the following the message:

Hi 

I have tried reaching out with regards to the complaint I had raised on the website a few weeks ago however to no avail.

I would like to inform you that Lucky Wolf Casino and myself have reached a financial agreement which I have received. 

Thanks for your assistance in the matter, not sure on the process to close the complaint out now.

Thanks 

Could you let us know about the details of the financial agreement? Thank you in advance!

Dear Gerushen,

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,
Peter
Casino.Guru