LuckyWins! Casino - Das Konto des Spielers wurde geschlossen.

I made several deposits totalling over $200. I had a balance of $150 in my account from winnings. Suddenly the casino disabled my account. If this was due to a previous self exclusion, I should not have been able to deposit multiple times. Also, support email has not responded back to me. I would like my deposits refunded.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with your casino account.

To better understand your situation and assist you further, could you please provide more details by answering the following questions:

• When did you first notice that your account was disabled?
• Can you confirm if you had any notifications regarding a previous self-exclusion? If yes, when was it implemented?
• Could you please clarify if you reopened the same account or created a new one?

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Kristina

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

Thank you for your patience, and stay safe.

My account was blocked on July 14.

I did not receive any prior notification that my account was self excluded. I may have self excluded under my prior email address.

I created a new account. I had an old email address (but with all of the same personal information) and did not enter a different name, address, or phone number.

Thank you very much for your reply. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear Lcc254,

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,
Kristina
Casino.Guru