Lucky10 Casino - Счет игрока был закрыт, а выигрыши конфискованы.

My account in casino is closed. Casino paid only the deposited amount by me and the rest is confiscated. I didn't get any explanation until I contacted support via chat, from which I got information that account was closed by the decision of managment. But this is all I know because they couldn't give me detailed information what was the exact readon of account closure and confiscation.

I registered in this casino on 06.02.2025, made one deposit and got winning but after verification process was completed casino paid only deposit amount.

I kindly ask you to investigate this case.

Dear Faran,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Lucky10 Casino.

Please allow me to ask you a few questions, so I can better understand the situation.

• Could you please advise how long were you a player of the casino and when exactly was your account blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots 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,

Tomas

Dear Tomas,

Thank you for your response. I will try to reply your questions below.

• Could you please advise how long were you a player of the casino and when exactly was your account blocked?

As I already informed I was registered in casino on 06.02.2025. It was my first deposit and I got

my first winning. I was asked to verify account, so I sent documents and was waiting for payment, but

only deposit amount of 219 was paid on 18.02.

Account was closed on 18.02.2025 after payment of deposit amount.

• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)

I played slots: Dark Joker Rizes and Mine Island

• Did you achieve your current balance with the help of a bonus?

I used my welcome bonus

• Could you please share with me your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I have only standard emails requesting documents for KYC process. They didn't reply to my emails. I contacted in chat but unfortunatelly didn't save screenshots.

Thanks for your reply and explanation.

• Did the casino not inform you about the reason for account closure?
• Did the casino not inform you regarding the return of your deposit?
• Please share the most recent standard email you received from the casino to my email at tomas@casino.guru

I apologize for the inconvenience.

Dear Tomas,

I forwarded all emails that I had from casino.

You will see that casino sent just a short explanation that account was closed without exact reason.

Thank you very much, Faran, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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.

Dear Faran,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Lucky10 Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Lucky10 Casino,

Could you please provide detailed information about this case and outline the reasons why the player's account was closed and their winnings were forfeited?

Thank you in advance for your response!

Best Regards,

Kubo

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 Faran,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. 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 casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend reaching out to the Kahnawake Gaming Commission (KGC) Licensing Authority and submitting a formal complaint by sending an email to complaints@gamingcommission.ca. They have additional tools and options to assist players in these situations.

For guidance on how to effectively submit your complaint to the regulator, you can find helpful information at https://casino.guru/submitting-complaints-to-regulators.

If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at jakub.m@casino.guru.

I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best Regards,

Kubo