Luckygem Casino - Аккаунт игрока был закрыт.

After making my first deposit at this casino and requesting a withdrawal, my account was blocked.

The casino claims I violated their terms of service, but they say they have no intention of providing any evidence—even to licensing authorities or Casino Guru.

KYC and other procedures have been completed, and no bonuses have been used.

There are no other exchanges.

Hello,

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

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

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• Did the casino specify any particular rules in its terms and conditions?
• 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 any previous communication with the casino informing you about the account closure, balance confiscation, or breach of rules? If no communication is available, kindly share a screenshot of the error you receive when attempting to access your account. Send emails or chat transcripts to my email at [email protected], or post screenshots here

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

Best regards,

Tomas

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

I only used the casino for a few hours.

The time period is unknown.

I was investigating whether a newly established casino could process deposits and withdrawals normally for work purposes, and I deposited $100 into this casino.

After meeting the wagering requirements and requesting a withdrawal, my account was blocked.

I did use the first deposit bonus, but I haven't used this casino's other bonuses because they can't be used until your real money balance reaches zero.

There will be no further correspondence.

Hi Tomas,

Thank you for reaching out and sharing your concern with us. We want to assure you that we have received your complaint and our team is already working on it.

We kindly ask for a little more time to complete a thorough review of your request.

We truly appreciate your patience and understanding, and we will get back to you as soon as we have an update.

Best regards,

Luckygem Team.

Thanks to both parties for your replies.

Dear Casino representative,

Kindly share your point of view on the matter.

Looking forward to your reply.

Dear Tomas,

We just wanted to let you know that we’ve sent a response regarding the player complaint to your email. Please take a moment to check your inbox.

If you have any questions or need any additional details, don’t hesitate to reach out – we’ll be happy to assist.

Best regards,

Luckygem Team.

Thanks for your replies.

Dear player,

• Have you received an update regarding the payout from the casino?

Please let me know if there is any news.

The withdrawal was successful.

However, there are likely no users who can play at this casino, which closes accounts even for players who make small deposits and withdrawals.

Please be sure to warn them of this.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear andandjonnyx,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas