MyLuck Casino - Учетная запись игрока закрыта.

Hello, I need your help. My account at the casino mentioned above has been closed and my money has been withheld. I'm being accused of having a duplicate account, which isn't true. Please help me get my money back. Thank you.

Guten Tag, ich benötige bitte Ihre Unterstützung. Mein Konto bei dem oben genannten casino wurde geschlossen und mein Geld einbehalten. Mir wird vorgeworfen ein Doppelkonto zu haben was nicht der Fall ist. Bitte helfen Sie mir mein Geld zurück zu erhalten. Danke

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 does that, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Dear Player,

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.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Could you please advise if you have passed the KYC verification?

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

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,

Attila

Hello and thank you for the quick reply.

I am not aware of anyone else having played at the casino using that IP address.

I submitted the required documents for the KYC verification, but I cannot say whether it was completed since my account was deactivated.

Please help me get my money back.

Hallo und danke für die schnelle Antwort.

Mir ist nicht bekannt das jemand anders auf die IP Adresse in dem Casino gespielt hat.

Für die kyc Überprüfung hatte ich die geforderten Unterlagen eingereicht aber ob das abgeschlossen war kann ich nicht beantworten da mein Konto ja deaktiviert wurde.

Bitte helfen Sie mir mein Geld wieder zubekommen.

The winnings were won with real money.

Der Gewinn wurde mit Echtgeld erspielt

Dear Player,

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, Michal ([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,

Attila

Thank you for your support

Vielen Dank für Ihre Unterstützung

Hello Gjjffvjjfchif,

I'm Michal, and I have taken over this complaint. I have reviewed this case, and I will reach out to the casino to gain further insight into this issue and to explore how I might be able to assist.

I would like to invite MyLuck Casino to join the conversation.

Dear MyLuck Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence to me at [email protected] for an independent review.

Thank you in advance

Hello,

Thank you for the opportunity to clarify this matter.

Following a detailed review, we can confirm that the account in question has been identified as a duplicate. This conclusion is based on matching profile details, including multiple personal information fields that are required at the time of registration, such as address or name, for example.

Since the account was classified as a duplicate, the associated funds were voided in accordance with the Terms and Conditions, specifically the "Creating an Account" section, which states:

"One player is entitled to open one account. It is forbidden to open additional accounts for family members or to use a single IP address, computer, or other device without prior written permission from the company. All additional accounts will be treated as duplicate accounts. The company reserves the right to immediately close such accounts, and:

Any transactions made from a duplicate account will be considered null and void;"

In line with the above, the account has been suspended, which means that no further transactions can be carried out at this time.

We hope this explanation helps clarify the situation, and we remain available should you need any further information.

Best Regards,

MyLuck Team

Dear MyLuck Team,

Thank you for your response. Please forward me the evidence supporting the violations of your terms and conditions, of which the player is being accused, to [email protected], for an independent review.

I don't have two accounts at the casino.

Ich habe keine zwei Konten bei dem Casino.

Hello,

In order to properly communicate any evidence of this review within the complaints framework, it may be necessary to transmit certain relevant details to the platform overseeing the process. This may involve the disclosure of limited personal data, which would be processed strictly in accordance with applicable data protection laws and established confidentiality requirements.

Accordingly, we kindly request the player’s confirmation as to whether they agree to such disclosure.

Should consent be granted, any information shared will be limited to what is strictly necessary and handled in line with applicable data protection standards and confidentiality obligations.

Best regards,

MyLuck Casino

I agree.

Ich willige ein.