LuckyWins! Casino - Аккаунт игрока заблокирован.

Good day, I hope you can assist me.

Two days ago, I made a deposit at LuckyWins and won 1000 Euros within half an hour. Shortly afterwards, I was logged out of my account and unable to login.

Afterwards, I received an email stating that I had been banned from all Hollycorn and Dama Casinos without any given reasons. I did nothing wrong or committed any violations. The fact that one sometimes meets up with friends for a game or plays with my sister-in-law is not a prohibition. I contacted the live chat to request a refund of my deposit, but they said they needed time and I need to verify my identity. However, how can this work when I can not get back into my account. These days, one should be really careful where they deposit money. I hope for your assistance. Have a nice day and kind regards.

Guten Tag, ich hoffe, ihr könnt mir weiterhelfen.

Ich habe vor zwei Tagen bei LuckyWins eingezahlt und innerhalb einer halben Stunde 1000 Euro gewonnen. Kurze Zeit später bin ich aus meinem Account geflogen und nicht mehr rein gekommen.

daraufhin habe ich eine email bekommen, dass ich jetzt bei jedem Hollycorn und Dama Casino gesperrt wurden bin ohne jeglichen Grund. Ich habe nichts getan oder ein Verriss begangen. Dass man sich manchmal mit Freunden trifft und ein wenig spielt oder mit meiner Schwägerin, ist ja kein verbot. Dann habe ich den Livechat kontaktiert um meine Einzahlung zurück zu fordern, aber dies scheiterte auch weil die meinten, sie brauchen Zeit und ich müsste mich verifizieren, aber wie soll das funktionieren, wenn ich nicht mehr in meinem Account rein komme. Heutzutage sollte man echt aufpassen wo man einzahlt. Ich hoffe auf eure Hilfe. Schönen Tag und Mit freundlichen Grüßen

Dear Drit001,

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. Could you please advise if you passed the KYC verification before the casino blocked you?

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

Additionally, 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 Drit001,

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.

It came with a bonus, but the bonus was very close to being implemented. Didn't even get around to having my account verified. Always do this after a win has occurred. And unfortunately I didn't receive all the conversations via email.

Es war mit bonus, aber der Bonus war ganz kurz davor umgesetzt zu werden. Kam garnicht erst dazu meinen Account verifizieren zu lassen. Mache das immer nachdem ein Gewinn entstanden ist. Und die ganzen Unterhaltungen habe ich leider nicht per Mail zugeschickt bekommen.

Thank you very much for your reply, Drit001. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear Drit001,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.