LuckyBird Casino - Das Konto des Spielers wurde gesperrt.

Stay away from this casino

it is a purely fraudulent casino

I deposited a total of 700 euros and then managed to win up to 2980 euros without a bonus.

I verified and got mail.

"

Please note that we have checked your documents and your identity is now verified."

then my withdrawal was canceled and my player account blocked.

on the grounds that I am an Italian citizen. I live in Germany since I was born here and I have an Italian passport. Or nationality.

what a sick shit this casino

Reason is Italian citizens are not allowed to play in this casino.

Finger weg von dieses Casino

es ist eines reines betrügerisches casino

ich habe eingezahlt ingesamt 700 Euro Und habe es dann geschafft bis auf 2980 Euro zu gewinnen ohne Bonus.

habe mich verifiziert und Mail bekommen.

"

Bitte beachten Sie, dass wir Ihre Dokumente überprüft haben und Ihre Identität nun verifiziert ist."

dann wurde mein Auszahlung storniert und meinspieler Konto gesperrt.

mit der Begründung das ich Italienischer Staatsbürger bin. Ich lebe in Deutschland seit ich hier geboren bin und habe italienischen pass. Bzw. Staatsangehörigkeit.

was für ne kranke scheisse dieses Casino

Begründung lautet italienische Statangehörige dürfen nicht spielen in dieses Casino.

Dear FabioFabio,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Have you made any successful withdrawals before? Could you please clarify which country you filled in when registering your account? Did you always play from Germany?

Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. Alternatively, you can post it here.

I hope we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Hello,

I have not yet made a payment in luckybird. But in other casinos it has always worked. This is the first time that I have problems with the payment.

When registering, I always gave my German address in all casinos. I have another. Because I was born in Germany and live here. And I've always played from Germany.

My account has been blocked by luckybird.

The money I won was retained by luckybird (profit 2980 euros.)

No reply to my emails.

My personal private deposit of 700 euros was withheld and they don't even want to pay me that.

First I got an email from luckybird that I was successfully identified, but then I made a withdrawal request which was then canceled by Luckybird,

In the email from Lucky Bird

Stood on it:

We were forced to cancel the winnings received since the last deposit, but your deposit is safe and intact in the profile section of your account - you can continue playing. Please pay attention to the reason for the cancellation to avoid future cancellations of withdrawals.

We would like to draw your attention to the fact that we act in accordance with Casino Rules No. 10.4.3.4.

You blocked me, I can't do anything anymore.

What they keep telling me why I don't get any money is that I have an Italian passport. And for the country Italy the casino is blocked. But Germany is not blocked and I'm playing from Germany and living in Germany since I was born.

I didn't do anything wrong all the papers I uploaded are all in order the date hasn't expired either so I can identify myself well with my means of payment I did that.

The fact is, from one day to the next, I was blocked and I no longer get an answer. Oh yes, I called there too and they told me that I had broken the rules of the game because of the story with the pass and I said that I wanted to read an email with the exact violation where it says in the rules of the game because everything is in English. I was told they would send me the replies but no longer.

Hallo, 

In luckybird habe ich noch keine Auszahlung vorgenommen. Aber in andere Casino hat bisher immer geklappt. Das ist das erste mal das ich Probleme bei der Auszahlung habe.

Bei der Registrierung habe ich immer in alle Casino meine deutsche Adresse angegeben. Eine andere habe ich. Da ich in Deutschland geboren bin und hier lebe. Und gespielt habe ich immer aus deutschland.

Mein Konto wurde von luckybird gesperrt. 

Mein Geld was ich gewonnen habe wurde durch luckybird einbehalten (Gewinn 2980 Euro.)

Keine Rückantwort auf meine Mails.

Mein persönliches privates Eingezahltes Geld von 700 euro wurde einbehalten und sie wollen mir nicht mal die auszahlen.

Erst habe ich Email von luckybird bekommen das ich erfolgreich identifiziert bin, Dann aber habe ich eine Auszahlungsanfrage gestellt die aber dann durch Luckybird storniert wurde, 

In der E-Mail von Lucky Bird 

Stand drauf: 

Wir waren gezwungen, die Gewinne, die seit der letzten Einzahlung eingegangen sind, zu streichen, aber Ihre Einzahlung ist sicher und unversehrt im Profil-Bereich Ihres Kontos - Sie können weiter spielen. Bitte achten Sie auf den Grund für die Stornierung, um zukünftige Stornierungen von Auszahlungen zu vermeiden.

Wir möchten Sie darauf aufmerksam machen, dass wir in Übereinstimmung mit den Regeln des Casinos Nr. 10.4.3.4 handeln. 

Sie haben mich gesperrt ich kann nichts mehr machen. 

Was sie mir die ganze Zeit erzählen,warum ich kein Geld bekomme ist: das ich ein italienisches pass habe. Und für das Land Italien das Casino gesperrt ist. Aber Deutschland ist nicht gesperrt und ich spiele aus Deutschland und lebe in Deutschland seit ich geboren bin. 

Ich habe nichts falsches gemacht alle Papiere die ich hochgeladen haben sind alle in Ordnung das Datum ist auch nicht abgelaufen ich kann mich also gut identifizieren auch mit meine Zahlungsmittel Habe ich das gemacht. 

Fakt ist von einem Tag auf den anderen wurde ich gesperrt und bekomme auch keine Antwort mehr. Ach so ja ich habe auch dort telefoniert und sie sagten mir dass ich wegen der Geschichte mit pass die Spielregeln verstoßen habe und ich gesagt habe dass ich eine Mail mit dem genauen verstoß wo im Spielregeln steht lesen will da auch alles in Englisch ist. Mir wurde gesagt die schicken mir das aber die Antworten gar nicht mehr.

Thank you for your reply, FabioFabio. Did you provide any documents confirming that you live in Germany such as a residency card or some sort of utility bill?

Hello dear Guru Casino team,

yes I did, once

Residence certificate and bank statement with name and address.

Hallo Liebe Guru Casino Team,

ja das habe ich und zwar einmal

aufenhaltbescheinigung, und Kontoauszug mit Name und Adresse.

I made a total of 4 deposits at luckybird. A total of 700 euros.

my account balance at the casino was 2980 euros. And now they didn't even return my deposit of 700 euros, but in the end only 186.50 euros.

A casino that only collects deposits!

Ich habe ingesamt 4 Einzahlungen bei luckybird gemacht. Ingesamt 700 Euro.

mein Kontostand im Casino war 2980 Euro. Und jetzt haben sie mir nicht mal mein Einzahlungs Geld von 700 Euro zurückgeschickt sondern letztendlich nur 186,50 Euro.

Ein Casino das nur Einzahlungen sammelt!

Thank you very much FabioFabio for your reply. I will now transfer your complaint to my colleague Peter (peter.m@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 soon.

Hi FabioFabio,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite LuckyBird Casino to the conversation to participate in the resolution of this complaint.

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.

Hi FabioFabio,

Thank you for the screenshots. If we take a look at the registration form, there is no word of citizenship. You only have to fill out "Country". If you were born in Germany and have been living there since, you obviously chose Germany as your country and did nothing wrong. You are eligible for the full winnings.

Hello, yes, of course I chose Germany.

I agree 100% with what you say.

Hallo, ja ich habe natürlich Deutschland ausgewählt.

Ich kann Ihnen zu 100% zustimmen was sie sagen.

Hello dear All) Thank you for your appeal

October 5, 2022, the winnings were canceled by our specialists, in accordance with paragraph 4.3 of the rules of our site. Deposits in the amount of 1100 EUR were returned to the FabioFabio on the IBAN specified by him.

We would also like to draw your attention to paragraphs 4.1 and 4.2 of our website rules, which indicate the countries prohibited for the player for registration, and where it is indicated that during registration the player himself is responsible for legal issues related to gambling in his country.

We always recommend that our clients read the rules on the site before starting registration, and we also draw your attention to the fact that the player can always contact our support service to resolve any type of issue.

Regards,

LuckyBird team

Dear LuckyBird Casino team,

Thank you for your reply. Unfortunately, we can't agree with your decision to confiscate the player's winnings. FabioFabio was born in Germany and has been living there since so it's perfectly normal that he chose Germany in the registration form. Anyone else would do the same. If he can prove it, he should get paid in full. If he doesn't, I'm afraid, the complaint will be closed as unresolved.

Hello dear All)

We haven't received the documents yet

Regards,

LuckyBird team

Hello,

I am willing to send the documents you need. Please tell me which ones you want and where I have to send them.

Hallo,

ich bin bereit die Unterlagen die sie brauchen zu schicken. Sagen Sie mir bitte welche genau sie haben möchten und wo ich diese schicken muss.

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.

Hi FabioFabio,

Has there been any news?

Hello casino guru

My casino account is activated again but my account balance is zero euros. I didn't get the remaining 1880 euros either. Do they really think I'm playing again since they activated my account and sent me an email confirming my address. (Outrageous).

Hallo, casinoguru

Mein Casino Konto ist wieder freigeschaltet aber mein Kontostand ist auf null Euro. Die restlichen 1880 Euro habe ich auch nicht mehr bekommen. Denken die wirklich das ich da wieder spiele da sie mein Konto freigeschaltet haben und mir eine email geschickt haben das meine Adresse bestätigt ist. (Unverschämt).

Hi FabioFabio,

Thank you for the update, let's try to ask the casino for a reply one last time. If there's no response, the complaint will become unresolved.

Hi FabioFabio,

Unfortunately, it seems that the casino stopped responding entirely. 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 respond and change its position, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (info@curacaolicensing.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter