Luckybet Casino - Das Konto des Spielers wurde aufgrund einer ausstehenden Auszahlung gesperrt.

Hello,

Luckybet has a significant issue with its technical support.

In early June last year, my account was blocked without any reason being given.

So, I asked the support team for the reason, but an automated response informed me that my account had been temporarily blocked.

On the 3rd of July 2024, I sent a withdrawal request via email, but the automated response again stated that my account had been temporarily blocked.

For all subsequent inquiries, either no one responded, an automated response was generated, or the support team wrote back saying that they didn't know or didn't have information.

On the 23rd of October 2023, I submitted a request to close my account. The support team confirmed that my account had been closed.

However, since the balance in the closed account was not paid out, on the 30th of October 2023, I asked why and was told my account remained blocked.

I escalated the complaint according to the game plan on the 13th of November 2023. While the support team confirmed receipt of my complaint, no one has since responded or commented on it.

I sent another email on the 13th of February 2024, and was told the situation is still being resolved.

If the situation does not get resolved here, my last resort will be to submit my unresolved complaint to the regulatory authorities for investigation.

Dobrý den,

luckybet má velký problém se svojí technickou podporou.

Začátkem června minulého roku mi zablokovali účet bez udání důvodu.

Ptal jsem se tedy podpory na důvod, ale odpověděl automat, že je můj účet dočasně zablokovaný.

3.7 2024 jsem poslal požadavek na výběr emailem, na to mi automat opět odpověděl, že je můj účet dočasně zablokovaný.

Na všechny další dotazy buď nikdo neodpověděl/ odpověděl automat /a nebo podpora odepisuje, že neví/nemá informace.

23.10 2023 jsem poslal žádost na zrušení účtu. Podpora potvrdila, že můj účet byl zrušen.

Jelikož zůstatek na zrušeném účtu nebyl vyplacen, 30.10 2023 jsem se ptal proč a dostal jsem odpověď, že je můj účet stále zablokovaný.

Dále jsem 13.11 2023 poslal dle herního plánu reklamaci. Podpora sice potvrdila přijetí, ale pak se k ní nikdo nevyjádřil.

13.2 2024 jsem posílal další email a bylo mi řečeno, že je situace stále v řešení.

Kdyby se tedy nepodařilo situaci vyřešit ani tady, poslední krok už je předání nevyřízené reklamace úřadům k prošetření.

Dear R558,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Luckybet Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please advise if you made any successful withdrawals from this casino before?

Were you informed by the casino as to when your account would be unblocked? Could you please forward me any relevant communication between you and the casino? My email address is veronika.l@casino.guru.

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

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

Best regards

Veronika

could you please advise if you have successfully withdrawn from this casino before?

Yes

Have you been informed by the casino when your account will be unblocked?

No

Could you please forward me any relevant communications between you and the casino?

Yes, sent.

Did you collect your winnings with or without an active bonus?

Winnings come from tournaments. Small used bonuses were most often rolled over 35x according to the conditions, so they had an overall negative effect on the amount of the balance.

mohli byste mi prosím poradit, zda jste v tomto kasinu dříve úspěšně vybírali?

Ano

Byli jste kasinem informováni o tom, kdy bude váš účet odblokován?

Ne

Mohl byste mi prosím přeposlat nějakou relevantní komunikaci mezi vámi a kasinem?

Ano, odesláno.

Nashromáždili jste své výhry s aktivním bonusem nebo bez něj?

Výhry pochází z turnajů. Drobné využité bonusy byly protočeny nejčastěji 35x dle podmínek, tudíž měly na výši zůstatku celkově záporný vliv.

Thank you very much, R558, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you R558 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Luckybet Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and what can we do to help the player receive their winnings.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Ministry of Finance of Czech Republic (https://www.mfcr.cz/cs/kontrola-a-regulace/hazardni-hry/prihlasovani-nevyplacenych-vyher) and submit a complaint to them. Please let me know if they'll be able to help you with your issue. (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter

Dear R558, I was contacted by a casino affiliate about this case and was told that your complaint was resolved through legal process. we do not handle complaints related to legal disputes and unfortunately, we are not in a position to provide assistance in this matter. Due to that reason your complaint will be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter