McLuck Casino - La cuenta del jugador está cerrada sin explicación.

On Wednesday, February 18th, I won a prize in an online casino game. The next day, after winning, I received an email saying my account had been blocked without any explanation regarding my payment. I have tried to contact them and have received no response.

Miércoles 18 de febrero fui una ganadora en el juego de casino en línea luego de haber ganado al otro día me mandaron un correo diciendo que me habían bloqueado la cuenta sin darme explicación sobre mi pago me he tratado de comunicar con ellos y no tengo respuesta ninguna

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 your complaint. I’m sorry to hear about your negative experience with McLuck Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Was your player's account verified? Could you please list which documents you submitted during the process?
• What games did you play to accumulate your current balance in the casino?
• Have you made any previous successful payouts from the casino?
• Did you achieve your current balance by participating in any promotion? Which one?
• Have you used a payment method in your name when depositing and requesting a payout?

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

Dear Natali.11,

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.

you to copy and send:

​Subject: Update regarding Complaint ID 198568 - Unpaid Winnings ($5,017.94)

​Dear Casino Guru Team,

​I am writing to provide an update and request further assistance regarding my complaint against McLuck Casino.

​Despite my clear request for the payout of my legitimate winnings totaling $5,017.94 (Transaction ID: 5229748), the casino has permanently closed my account and is withholding my funds without providing specific evidence of any violation.

​I have followed all site protocols, and I believe this closure is a tactic to avoid paying a significant balance. I kindly ask you to expedite the mediation process to help me recover these funds.

​Thank you for your ongoing support.

​Best regards,

​Yeimy ****

​¿Te gustaría que también redacte una versión similar para enviar directamente al chat de soporte de McLuck o para publicarla en Trustpilot?

you to copy and send:

​Subject: Update regarding Complaint ID 198568 - Unpaid Winnings ($5,017.94)

​Dear Casino Guru Team,

​I am writing to provide an update and request further assistance regarding my complaint against McLuck Casino.

​Despite my clear request for the payout of my legitimate winnings totaling $5,017.94 (Transaction ID: 5229748), the casino has permanently closed my account and is withholding my funds without providing specific evidence of any violation.

​I have followed all site protocols, and I believe this closure is a tactic to avoid paying a significant balance. I kindly ask you to expedite the mediation process to help me recover these funds.

​Thank you for your ongoing support.

​Best regards,

​Yeimy ****

​¿Te gustaría que también redacte una versión similar para enviar directamente al chat de soporte de McLuck o para publicarla en Trustpilot?

you to copy and send:

​Subject: Update regarding Complaint ID 198568 - Unpaid Winnings ($5,017.94)

​Dear Casino Guru Team,

​I am writing to provide an update and request further assistance regarding my complaint against McLuck Casino.

​Despite my clear request for the payout of my legitimate winnings totaling $5,017.94 (Transaction ID: 5229748), the casino has permanently closed my account and is withholding my funds without providing specific evidence of any violation.

​I have followed all site protocols, and I believe this closure is a tactic to avoid paying a significant balance. I kindly ask you to expedite the mediation process to help me recover these funds.

​Thank you for your ongoing support.

​Best regards,

​Yeimy ****

​¿Te gustaría que también redacte una versión similar para enviar directamente al chat de soporte de McLuck o para publicarla en Trustpilot?

Thanks for your reply.

In order to pursue the complaint further, answers to the following questions are necessary:

• Was your player's account verified? Could you please list which documents you submitted during the process?
• What games did you play to accumulate your current balance in the casino?
• Have you made any previous successful payouts from the casino?
• Did you achieve your current balance by participating in any promotion? Which one?
• Have you used a payment method in your name when depositing and requesting a payout?

Thanks in advance for your cooperation.

Dear Natali.11,

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.