LuckyDino Casino - Das Konto des Spielers wurde gesperrt.

Casino canceled my account for no reason, just because I won with free spins bonus amount! First I was asked to verify the account and then told I violated the casino terms which I was not told why. I would like a position from Luckdino casino.

Cassino cancelou minha conta sem motivo , só porque ganhei com valor do bonus de free spins ! Primeiro me pediram para verificar a conta e depois disseram que violei os termos do cassino no qual não me disseram qual motivo. Gostaria de uma posição do cassino Luckdino .

Dear Samuelritzel,

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. Do I understand correctly that you have passed the KYC verification?

Did the casino clarify which term you violated? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. 

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,

Kristina

Dear Samuelritzel,

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.

As I was sending the verification documents the casino deleted my account. And they didn't give me a reason, they simply reasponded me in the chat that I violated the terms of the casino.

No que eu estava a enviar os documentos de verificação o cassino excluiu minha conta. E não me deram motivo eles simplesmente me reaponderam no chat que violei os termos do cassino.

Thank you very much, Samuelritzel, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Samuelritzel,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this.

We would like to invite LuckyDino Casino to join the conversation.

Dear LuckyDino Casino,

Can you please provide information on how the player violated your terms?

If the information can't be shared publicly, please send them to michal.k@casino.guru

Dear Samuelritzel,

Can you please confirm your LuckyDino Casino player ID/name and the email address you have registered with?

Good morning! My id is Samuelritzel and imail is samuelritzel000@gmail.com

Bom dia! Meu id é Samuelritzel e o imail éo samuelritzel000@gmail.com

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.

Dear Samuelritzel,

I've emailed you the Power of Attorney form that we require from you in order to continue helping you with your case. Please respond to my email as soon as possible with the completed and signed Power of Attorney form.

Good morning! OK

Bom dia! Ok

Dear Samuelritzel,

I'm still waiting for the completed and signed Power of Attorney form from you.

Dear Samuelritzel,

As you have been informed about the violation in your other complaint on Casino JEFE here, it is stipulated that players are permitted to have only one account in the casinos. Regrettably, the rules that were outlined by both myself and the casino representative have been violated.

While I understand that this breach was likely unintentional, I strongly advise that you carefully read through the casino's terms and conditions before creating an account or activating any bonuses. This will help you avoid disappointments such as this in the future.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.

Best regards

Michal