Olymp Casino - La cuenta del jugador ha sido cerrada sin ninguna explicación.

Subject: Request for assistance – Serious dispute with the Olympe / Lucky8 / JackpotBop group

Good morning,

I am contacting you to request your assistance in a major dispute with the online casino group operating under the brands Olympe, Lucky8 and JackpotBop, all regulated under a Curaçao license.

Summary of the situation:

I have been a loyal customer of these platforms for several years (initial registration around 2020 on the old Cresus interface).

My cumulative deposits since my registration exceed €70,000 (evidence available: screenshots, bank statements, history).

In April 2025, I requested a partial refund following a technical malfunction at a blackjack table. Validated by one of their operators.

Shortly after this request, my account was abruptly suspended without clear justification, before being temporarily reactivated... then permanently closed, including all my accounts linked to the same license (Lucky8, JackpotBop, etc.).

The only gesture made by the operator was a partial refund of €1,070, representing a tiny part of my total deposits.

Since then, support has stopped responding to any of my requests. The operator considers the matter closed and refuses to engage in any dialogue.

What I dispute:

The arbitrary and collective closure of my accounts, without documented justification or real violation of their T&Cs.

The total lack of transparency despite my numerous reminders.

Refusal to review my deposit history and offer proportionate compensation.

The manifestly abusive nature of certain clauses invoked to refuse any dispute.

I am willing to provide you with all necessary evidence (emails, support responses, amounts deposited, screenshots, etc.) to support my approach.

But unfortunately I no longer have the screenshots with the support who had validated the bug on the blackjack but all the exchanges by email yes

What I'm looking forward to today:

I am requesting your assistance as an independent mediator, to:

Obtain a clear and official explanation for the permanent blocking of my accounts,

Encourage a reopening of dialogue with the operator,

And/or obtain a fairer refund in relation to my deposits and the moral damage suffered.

I remain of course open to an amicable and rapid solution, and I thank you in advance for the attention you will give to my situation.

Sincerely,

Naïs

Objet : Demande d’assistance – Litige grave avec le groupe Olympe / Lucky8 / JackpotBop

Bonjour,

Je me permets de vous contacter pour solliciter votre aide dans le cadre d’un litige important avec le groupe de casinos en ligne opérant sous les marques Olympe, Lucky8 et JackpotBop, tous régulés sous licence Curaçao.

Résumé de la situation :

Je suis cliente fidèle de ces plateformes depuis plusieurs années (inscription initiale vers 2020 sur l’ancienne interface Cresus).

Mes dépôts cumulés depuis mon inscription dépassent 70 000 € (preuves disponibles : captures d’écran, relevés bancaires, historiques).

En avril 2025, j’ai formulé une demande de remboursement partiel suite à un dysfonctionnement technique sur une table de blackjack. Valider par un de leur opérateur.

Peu après cette demande, mon compte a été brutalement suspendu sans justification claire, avant d’être temporairement réactivé… puis définitivement clôturé, y compris tous mes comptes liés à la même licence (Lucky8, JackpotBop, etc.).

Le seul geste consenti par l’opérateur a été un remboursement partiel de 1 070 €, représentant une infime partie de mes dépôts totaux.

Depuis, le support ne répond plus à aucune de mes demandes. L’opérateur considère l’affaire comme close et refuse tout dialogue.

Ce que je conteste :

La fermeture arbitraire et collective de mes comptes, sans justification documentée ni infraction réelle à leurs CGU.

L’absence totale de transparence malgré mes nombreuses relances.

Le refus de réexaminer mon historique de dépôts et de proposer un dédommagement proportionné.

Le caractère manifestement abusif de certaines clauses invoquées pour refuser toute contestation.

Je suis disposée à vous fournir toutes les preuves nécessaires (emails, réponses du support, montants déposés, captures d’écran, etc.) pour appuyer ma démarche.

Mais malheureusement je n’ai plus les captures d’écran avec le support qui avait valider le beug sur le blackjack mais tout les échanges par mail oui

Ce que j’attends aujourd’hui :

Je sollicite votre aide en tant que médiateur indépendant, pour :

Obtenir une explication claire et officielle du blocage définitif de mes comptes,

Favoriser une réouverture du dialogue avec l’opérateur,

Et/ou obtenir un remboursement plus juste en rapport avec mes dépôts et le préjudice moral subi.

Je reste bien entendu ouverte à une solution amiable et rapide, et je vous remercie par avance de l’attention que vous porterez à ma situation.

Cordialement,

Naïs

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Olymp Casino.

Please note that each complaint thread is assigned to a single casino. If you have an issue with any other online casinos, kindly submit a new complaint for each one.

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

• Could you please explain whether the Olymp Casino withheld any balance when closing your account, on top of the amount of 1070€ the casino refunded?
• What was the reason for account closure given to you by the casino?
• Could you please explain what the disputed amount of €20000 represents in your situation?
• Could you please share with me your communication with the casino regarding the issue to support your complaint? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear naispira59,

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,
Tomas
Casino.Guru