MyLuck Casino - Das Spielerkonto wurde geschlossen.

Hello, I need your help. My account at the casino mentioned above has been closed and my money has been withheld. I'm being accused of having a duplicate account, which isn't true. Please help me get my money back. Thank you.

Guten Tag, ich benötige bitte Ihre Unterstützung. Mein Konto bei dem oben genannten casino wurde geschlossen und mein Geld einbehalten. Mir wird vorgeworfen ein Doppelkonto zu haben was nicht der Fall ist. Bitte helfen Sie mir mein Geld zurück zu erhalten. Danke

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.

Dear Player,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Could you please advise if you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

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

Best regards,

Attila

Hello and thank you for the quick reply.

I am not aware of anyone else having played at the casino using that IP address.

I submitted the required documents for the KYC verification, but I cannot say whether it was completed since my account was deactivated.

Please help me get my money back.

Hallo und danke für die schnelle Antwort.

Mir ist nicht bekannt das jemand anders auf die IP Adresse in dem Casino gespielt hat.

Für die kyc Überprüfung hatte ich die geforderten Unterlagen eingereicht aber ob das abgeschlossen war kann ich nicht beantworten da mein Konto ja deaktiviert wurde.

Bitte helfen Sie mir mein Geld wieder zubekommen.

The winnings were won with real money.

Der Gewinn wurde mit Echtgeld erspielt

Dear Player,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Thank you for your support

Vielen Dank für Ihre Unterstützung

Hello Gjjffvjjfchif,

I'm Michal, and I have taken over this complaint. I have reviewed this case, and I will reach out to the casino to gain further insight into this issue and to explore how I might be able to assist.

I would like to invite MyLuck Casino to join the conversation.

Dear MyLuck Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence to me at michal.k@casino.guru for an independent review.

Thank you in advance

Hello,

Thank you for the opportunity to clarify this matter.

Following a detailed review, we can confirm that the account in question has been identified as a duplicate. This conclusion is based on matching profile details, including multiple personal information fields that are required at the time of registration, such as address or name, for example.

Since the account was classified as a duplicate, the associated funds were voided in accordance with the Terms and Conditions, specifically the "Creating an Account" section, which states:

"One player is entitled to open one account. It is forbidden to open additional accounts for family members or to use a single IP address, computer, or other device without prior written permission from the company. All additional accounts will be treated as duplicate accounts. The company reserves the right to immediately close such accounts, and:

Any transactions made from a duplicate account will be considered null and void;"

In line with the above, the account has been suspended, which means that no further transactions can be carried out at this time.

We hope this explanation helps clarify the situation, and we remain available should you need any further information.

Best Regards,

MyLuck Team

Dear MyLuck Team,

Thank you for your response. Please forward me the evidence supporting the violations of your terms and conditions, of which the player is being accused, to michal.k@casino.guru, for an independent review.

I don't have two accounts at the casino.

Ich habe keine zwei Konten bei dem Casino.

Hello,

In order to properly communicate any evidence of this review within the complaints framework, it may be necessary to transmit certain relevant details to the platform overseeing the process. This may involve the disclosure of limited personal data, which would be processed strictly in accordance with applicable data protection laws and established confidentiality requirements.

Accordingly, we kindly request the player’s confirmation as to whether they agree to such disclosure.

Should consent be granted, any information shared will be limited to what is strictly necessary and handled in line with applicable data protection standards and confidentiality obligations.

Best regards,

MyLuck Casino

I agree.

Ich willige ein.

Hello,

Thank you for your swift reply.

We will assess the necessary documentation for the case and distribute it to the relevant stakeholders in accordance with applicable data protection laws.

Best regards,

MyLuck Team

Dear MyLuck Team,

I look forward to your timely response, including the requested evidence, to facilitate our independent review of this matter.

Hello,

Thank you for your patience and attention.

We have shared additional information for your review via direct communication and remain available should you require any further clarification.

Kind regards,

MyLuck Casino Team

Dear MyLuck Casino Team,

Thank you for your email. I have replied with some additional enquiries and am awaiting your response.

Dear Gjjffvjjfchif,

Could you please confirm whether any of your family members, friends, or acquaintances hold an account with MyLuck Casino?

If they have, have you played at the casino around the same times as them?

Can you please confirm the devices you have used to register and play in MyLuck Casino?

Hello,

All I know is that my sister-in-law played at this casino last year (around summer, according to her), but she registered and played using her own mobile phone. I registered at the casino at the beginning of March this year. However, she did borrow my (old) mobile phone for a week last summer because hers was broken, and she apparently used my old phone for verification. But she's quite certain that she never played at the casino with my old phone.

Hallo,

Mir ist nur bekannt daß meine Schwägerin letztes Jahr ( ca. Im Sommer nach ihrer Angabe in diesem casino mal gespielt hat, aber sich mit ihrem eigenen Handy registriert und gespielt hat) ich habe mich Anfang März diesen Jahres bei dem Casino registriert. Sie hatte allerdings letzten Sommer mal für eine Woche mein (altes Handy) sich ausgeliehen da ihres kaputt war und sie hat wohl damals mein altes Handy zur verifizierung genutzt. Aber sie ist sich ziemlich sicher das sie nie mit meinem alten Handy im Casino gespielt hat.

Dear Gjjffvjjfchif,

Thank you for your response.

Could you please confirm all devices you have used to access MyLuck Casino? Kindly include the make and model of each device, the operating system, and, if possible, an approximate timeframe of when each device was used.

Additionally, you mentioned that your sister-in-law used your old phone. Could you please clarify whether you have also used this device to access MyLuck Casino?

My sister-in-law says that she played in this casino from approximately June to September 2025 and had a Sony Xperia model j920 android at the time. She doesn't know anything more.

My phone is a Huawei (see screenshot). I registered at this casino at the end of February 2026 and played once at the casino on March 3, 2026.

My sister-in-law says she verified her account at this casino using my phone, but doesn't think she actually played on it last year. It was a while ago, so she's not entirely sure, especially since she hasn't played since October of last year.

Meine Schwägerin sagt das sie von ca Juni bis September 2025 in diesem casino gespielt hat und hatte damals ein Sony Xperia Model j920 android, Mehr weiß sie nicht.

Mein Telefon ist ein Huawei ( siehe Screenshot) ich habe mich Ende Februar 2026 bei diesem casino registriert und am 3.3.26 einmal in dem Casino gespielt.

Meine Schwägerin sagt das sie sich mit meinem Handy verifiziert hat in diesem casino, denkt aber nicht das sie auch mit meinem Handy gespielt hat letztes Jahr. Es ist ja schon länger her, daher weiß sie es nicht genau, weil sie ja auch seit Oktober letzten Jahres nicht mehr spielt.

Dear Gjjffvjjfchif,

Thank you for your response.

Dear MyLuck Casino Team,

I'm looking forward to your timely response.

Hello,

Thank you for your patience and attention.

We have provided additional information for your review via direct communication and remain available should you require any further clarification.

Kind regards,

MyLuck Casino Team

Dear MyLuck Casino Team,

Thank you for the additional information. I have replied with some further enquiries which once confirmed should allow me to get the entire picture of the situation.

I look forward to your timely response.

Dear Gjjffvjjfchif,

Thank you for your response; however, I feel you have not fully answered my previous question.

You mentioned that your sister-in-law used your old phone. Could you please clarify whether you have also used this device to access MyLuck Casino?

Has your sister-in-law used your Huawei smartphone as well?

Are you certain that you accessed your casino account only via your Huawei smartphone?

I don't know if I understand your question correctly, but I will try to answer it as best as I can.

I used my Huawei phone to register and play at the casino.

My sister-in-law did not use the Huawei phone to register at the casino, only for verification.

It was a very, very long time ago, and of course it's difficult for my sister-in-law to remember small details; you certainly understand that.

I find it confusing when a casino uses such practices to avoid paying out winnings. The casino then has to calibrate its system so that no account can be created to prevent duplicate accounts with such convoluted terms. This is misleading.

Ich weiß nicht ob ich ihre frage richtig verstehe, versuche aber sie bestmöglich zu beantworten.

Ich habe das Huawei Handy zur Registrierung und zum Spielen in dem Casino benutzt.

Meine Schwägerin hat das Huawei Handy nicht zur Registrierung in dem Casino genutzt, nur zur verifizierung.

Es ist auch schon sehr sehr lange her und da ist es natürlich schwierig sich an Kleinigkeiten zu erinnern für meine Schwägerin, das verstehen sie sicherlich.

Ich finde es verwirrend wenn ein casino solch Praktiken verwendet um Gewinne nicht auszuzahlen. Dann muß das Casino sein System so kalibrieren das kein Konto erstellt werden kann um( Duplikat Konten, mit solch wirren Bedingungen) zu vermeiden. Das ist irreführend.

Dear Gjjffvjjfchif,

Thank you for your reply; however, I have the impression that you did not fully answer my previous question.

You mentioned that your sister-in-law used your old mobile phone. Could you please confirm whether you also used this device to access MyLuck Casino?

Yes, I registered and played at My Luck using my Huawei phone.

Did your sister-in-law also use your Huawei smartphone?

Yes, my sister-in-law logged into and verified her account with my luck using her Huawei phone.

Are you sure you accessed your casino account exclusively via your Huawei smartphone?

I registered and played exclusively via my Huawei mobile phone.

Lieber Gjjffvjjfchif,

Vielen Dank für Ihre Antwort; ich habe jedoch den Eindruck, dass Sie meine vorherige Frage nicht vollständig beantwortet haben.

Sie erwähnten, dass Ihre Schwägerin Ihr altes Handy benutzt hat. Könnten Sie bitte bestätigen, ob Sie dieses Gerät auch für den Zugriff auf MyLuck Casino verwendet haben ?

Ja ich habe mich mit dem Huawei Handy registriert und gespielt bei my luck

Hat Ihre Schwägerin Ihr Huawei-Smartphone auch benutzt?

Ja, meine Schwägerin hat sich mit dem Huawei bei my luck eingeloggt und verifiziert.

Sind Sie sicher, dass Sie ausschließlich über Ihr Huawei-Smartphone auf Ihr Casino-Konto zugegriffen haben?

Ich habe mich ausschließlich über das Huawei Handy registriert und gespielt.

Thank you for providing us all the information and evidence regarding this matter, MyLuck Casino Team.

Dear Jörg / Gjjffvjjfchif,

Thank you for providing the additional information. After carefully reviewing both your statements and the information and evidence submitted by the casino, I regret to inform you that we are unable to continue pursuing this case further. The provided evidence confirms multiple accounts used from the same device, IP address, and physical address that benefited from the casino bonuses. Both accounts have been actively used within a close time frame. While I acknowledge your explanations, however, as a general industry rule, every player should use only their own device and not let other users access their account in his device; thus, regrettably, your explanation does not represent a valid point for violating the casino rules. In situations like this, it becomes practically impossible to reliably determine who accessed and used each account and at what time. On the contrary, these are the exact factors that indicate usage or utilization of multiple accounts to take advantage of the casino bonus offer or promotions, which constitutes a violation of the rules.

As an independent entity, we have reviewed all the gathered information and evidence thoroughly, and the casino has acted according to its terms and conditions, as you have been informed by the casino team earlier.

You agreed to the casino rules when you registered your account, and it is your responsibility, just like any other player, to follow them.

You certainly have the right to disagree with this conclusion and can reach out to the casino licensing authority or the appropriate authority in your jurisdiction if you still feel justified in your position, but we are unable to offer any additional assistance regarding this issue. Feel free to let me know of the authorities' decision, should you opt for this route at michal.k@casino.guru.

We are sorry we could not be of more help on this occasion.

Should you encounter any issues with this or any other casino in the future, please feel free to reach out to us, and we will try our best to help.

Best regards,

Michal

Casino Guru