Luckmore Casino - Выигрыш игрока был конфискован.

After won from free spins that payed around 1800€, i wanted to make withdrawal. Thay canceled and said that it was technical error. Free spins and money were won fair. They even dont want to return my money that i deposited.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• How did you receive the free spins you used to accumulate your winnings? Were they available on the casino website, did you receive them as part of a promotional email, or were they granted directly to your casino account?
• Could you please send me a screenshot of or a link to the free spins you activated and played with?
• Which games did you play with your free spins?
• Did you notice any irregularities while playing with your free spins, such as an unusually high number of winning spins or an unusual lack of losing spins?
• Could you please forward me all communication between you and the casino's customer support regarding any technical issues related to your gameplay? My email address is [email protected].

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

Best regards

Veronika

Hi Veronika,

Thank you very much for taking my case.

Here are the answers to your questions:

How I received the free spins: The free spins were granted as part of a deposit bonus package. They were credited directly into my casino account following my real money deposit.

Screenshot / Link: Because the spins were claimed and played immediately directly inside my account, I am unable to provide a screenshot of the original pop-up offer. However, my deposit history clearly shows the qualifying deposit that unlocked them. (I have attached a screenshot of my deposit history for your review in email).

Games played: I played the free spins on game Zeus vs Hades.

Gameplay irregularities: No, there were absolutely no irregularities or glitches during actual gameplay. The game functioned completely normally with standard winning and losing spins. The casino's claim of a "technical error" refers solely to their back-end wallet system crediting my winnings into my real balance instead of my bonus balance after the spins were completed.

Communication history: I have forwarded the full, unedited app thread between myself and the casino support team—including their written admission of the technical error—directly to your email address ([email protected]).

Please let me know if you need any additional information or documentation from my end to move the investigation forward.

Best regards,

David P.

[email address hidden by Casino Guru]

Casino Account ID: [hidden by Casino Guru]

Hello Chefinho94,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you. I hope Veronika resolve my problem fast when she come back from vacation. Let me know if you need anything.

Dear Chefinho94

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear Chefinho94,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear about the issue you have with the casino.

I will now contact Luckmore Casino outside this complaint thread and let you know any new information once I receive it.

Thank you for being patient

Dear Chefinho94, the casino has reached out.

Thank you for being so patient.

Hello,

Thank you for your patience while we reviewed this case.

Following a thorough re-evaluation of your account and the circumstances of this situation, we have decided to overturn the initial decision. Your confiscated winnings have been fully restored to your casino balance and are now available for withdrawal.

We sincerely apologize for the inconvenience and frustration this situation has caused. We always strive to provide a fair gaming environment, and we appreciate your cooperation throughout the resolution process.

Let us know if you need any further assistance.

Best regards,

Luckmore Casino Team

Hello.

First i would like to thank you for you help.

I made a withdrawal and now i'm waiting for it to come at my crypto account.

I will inform you if it will be completed or not.

Kind regards

Hello Chefinho94,

We would like to update you that due to Martina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Martina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Martina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Chefinho94,

can you please give us an update? Have you received your withdrawals?

Hello. I received a withdrawal. Thank you very much!

Dear Chefinho94, I'm so glad to hear that your money has arrived! I'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Martina Bennett

Casino.Guru