Luckygem Casino - Das Spielerkonto wurde geschlossen.

I signed up for the casino, verified my email, made a deposit and won the above amount, I requested a withdrawal, they accepted it and after a few hours they denied it, the reason being that I did not verify my mobile phone. I tried countless times to verify via SMS as they requested but the message never came to me. I talked to them, explained and they told me that I had to provide a document from my mobile provider, which is a prepaid phone, I replied that I don't receive the SMS and that I can send whatever official government document they want that confirms my mobile, but they were adamant that they want a document from the provider!!!, in my attempt to contact the provider to see if I could get some document I see that I can't even log in anymore!!!, I talk again and they tell me that my account has been blocked for security reasons and they will send me an email with a new code, no answer to my question. And now of course I can't even access the page, all I want is to get my money

γραφτηκα στο καζινο, εκανα επαληθευση το mail εκανα καταθεση και κερδισα το παραπανω ποσο, ζητησα αναληψη ,την εκαναν αποδεκτη και μετα απο λιγες ωρες την απεριψαν, ο λογος οτι δεν εκανα επαληθευση στο κινητο. Δοκιμασα απειρες φορες να κανω επαληθευση μεσω sms οπως ζητουσαν αλλα το μηνημα δεν ερχοταν ποτε σε μενα. Μιλησα μαζι τους τους εξηγηα και μου ειπαν οτι πρεπει να προσκομισω χαρτι απο τον παροχο του κινητου μου, που ειναι ομως καρτοτηλεφωνο, τους απαντησα οτι δεν λαμβανω το sms και οτι μπορω να στειλω οτι επισημο εγγραφο του κρατους θελουν που να επιβεβαιωνει το κινητο μου, αλλα ηταν ανενδοτοι οτι θελουν χαρτι απο τον παροχο!!!, στην προσπαθεια μου να εποικινωνησω με τον παροχο μηπως παρω καποιο χαρτι βλεπω οτι δεν μπορω καν να συνδεθω πλεων!!!, ξαναμιλαω και μου λενε οτι ο λογαριασμος μου εχει αποκλειστει για λογους ασφαλειας και θα μου στειλουν email με καινουριο κωδικο, στην ερωτηση μου ποτε καμμια απαντηση. Και τωρα φυσικα δεν μπορω να μπω καν στη σελιδα, το μονο που θελω ειναι να παρω τα χρηματα μου

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Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?
• Do I understand correctly that you didn't provide any documents to verify your identity?
• Were your winnings accumulated while a bonus was active, or without an active bonus?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Is there any progress, they opened my account, I managed to verify my mobile, but they are still canceling my withdrawal. The money was not won from any bonuses, it was all from slot machines, and they have not asked me for any documents to provide, I will try to talk again to see if they ask for something new.

υπηρχε καποια εξελιξη, μου ανοιξαν τον λογαριασμο , καταφερα να επαληθευσω το κινητο μου ,αλλα και παλι ακυρωνουν την αναληψη μου. Τα χρηματα δεν κερδήθηκαν απο καποιο μπονους, ηταν ολα απο κουλοχερηδες, και δεν μου εχουν ζητησει καποιο εγγραφο να προσκομισω, θα προσπαθησω να μιλησω παλι να δω μηπως ζητησουν κατι καινουριο

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear XRYSOSTOMOS,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kristina