Green Luck Casino - プレイヤーのアカウントが予期せず閉鎖されました。

Hi, I signed up to Greenluck and made a deposit of about €50. While playing blackjack without doing anything unusual, I decided to withdraw €50. I was asked numerous questions regarding my documents, which I provided as clearly as possible. I waited for about a month or more without ever receiving a response, but I uploaded more and more documents. At a point, I decided to cancel the withdrawal and gamble away my balance. "Luckily," I received a €200 win with the balance, and I decided to request a €200 withdrawal. I was asked for more proof, and once I was fully verified, I received an email informing me that my account had been closed, invoking the terms and conditions. I had done everything correctly, especially since I've been in the casino world for a long time and something like this has almost never happened to me. I decided to ask for more explanations via another email, but no firm decision was made. Now my balance is gone. Unfortunately, it was €200, which would have been very useful. If you could help me I would be infinitely grateful.

Ciao, Mi sono registrato a Greenluck e effettuato un deposito di circa 50. giocando al blackjack senza fare nulla di anomalo decido di fare un prelievo di 50€. Mi vengono richieste tantissime richieste riguardo i miei documenti che io fornisco tutto in modo più chiaro possibile, Rimango in attesa per circa 1 mese e anche più senza mai ricevere risposta ma caricando sempre più documenti, Arrivato a un punto ho deciso di annullare il prelievo e di giocarmi il saldo. Con il saldo "fortunatamente" ricevo una vincita di 200€ e decido di richiedere un prelievo di 200. mi vengono richieste altre prove e quando sono stato verificato completamente mi arriva una mail che mi comunica la chiusura del mio conto appellandosi a termini e condizioni quando io ho fatto tutto correttamente anche perché vivo in questo mondo dei casinò da tanto e mi è successo quasi mai una cosa del genere. Decido di chiedere più spiegazioni con un’altra mail Ma niente decisione inamovibile. Adesso il mio saldo è andato. Purtroppo erano 200 che mi sarebbero serviti molto. Se voi potreste aiutarmi io vi sarei di infinita gratitudine

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Dear UTENTE1008,

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.  

• Have you had any successful withdrawals with this casino, please?
• Did you accumulate your winnings with or without an active bonus? 
• Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

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,  

Katarina

No, unfortunately, no withdrawals were processed successfully through Greenluck. I didn't have any active bonuses, especially since I know they can cause problems. Then, when I contacted support, they only told me to send an email, so the only response I received was this:

No, purtroppo tramite Greenluck nessun prelievo è stato effettuato correttamente, non avevo alcun bonus attivo anche perché so che possono portare problemi. Poi quando contattavo assistenza mi diceva solo di inviare mail quindi l’unica risposta che ho ricevuto è stata questa

Dear UTENTE1008

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, Peter (peter.c@casino.guru). 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,

Katarina

Thank you so much, I have so much faith in you 🙂

Grazie mille gentilissima, ho tanta fiducia in voi 🙂

Hello there,

Thank you UTENTE1008 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Green Luck Casino for their help in resolving this complaint. We would like to know why the player's account was closed and what we can do to help resolve this issue.

Thank you!

Perfect, thank you very much. I'm waiting for Greenluck's response. Given the seriousness of the casino, I expect a resolution to the problem.

perfetto grazie infinite aspetto riscontro di Greenluck che data la serietà del casinò mi aspetto una risoluzione del problema giusto:

Dear All,

The customer was provided with the reason for the account closure in accordance with our Terms & Conditions 9.1:

The Website may only be used for personal entertainment purposes only.

The following activities are strictly prohibited and will be considered a material breach of these General Terms and Conditions:

• using the Website for commercial purposes or in someone else’s name or interest;

• engaging in any fraudulent activities, including, without limitation, using any credit/debit cards or other payment methods or funds not belonging to you, cases where funds are recalled/disputed;

• colluding with other customers or third parties. This includes, without limitation, playing in the interest of others, sharing information, cooperating or coordinating with others;

Kind Regards,

Green Luck Casino Team

Thank you for the update Green Luck Casino representative. Would it be possible to provide me with evidence of breach of these General Terms and Conditions? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Hi, first of all, I'd like to thank the casino for their response. I'd like to point out that I'm not even sure what you mean by these three points. I simply know that I gambled my money at the casino without doing anything strange. I've never had any problems with any other casino, given my professionalism, but only with Greenluck when the requested amount was slightly higher. The cards were all in my name, although I don't know who they might be. I can provide all the proof without any problem. I'm available for any assistance, and I hope the casino will do the same for a fair resolution.

Ciao innanzitutto ringrazio il casinò per la risposta ci tengo a dire che di 3 questi 3 punti citati io non so nemmeno cosa voglio dire. So semplicemente che io ho giocato i miei soldi al casinò senza fare assolutamente niente di strano, Tanto che non ho mai ricevuto problemi con nessun casinò visto la mia serietà ma solo con Greenluck quando la somma richiesta era un pochino più elevata. Le carte erano tutte intestate a me anche perché non so a chi potrebbere esserlo infatti posso fornire tutte le prove senza nessun problema, Io mi metto a disposizione per qualunque cosa e spero che il casinò faccia lo stesso per una giusta risoluzione

Dear Peter,

We are unable to provide additional evidence, as previously mentioned, because the account was closed in accordance with our administrative decision under T&C 9.1.

However, since the player has contacted us regarding his €200 winnings, we are willing to pay out this amount.

Please note that the account will remain closed.

Email has been sent to customer to provide us with the details of their bank account in the following format:

• Full Name (please include all names including middle names)
• E-mail
• IBAN or Bank Account Number
• BIC
• Bank name & location city
• Country of where bank is

Kind Regards,

Green Luck Casino

I confirm receipt of the email and will let you know as soon as the payment arrives. Needless to say, the casino is doing a really good job, and I congratulate them. Thank you so much.

confermo La ricezione della mail e segnalerò non appena mi arriverà il pagamento, Inutile dire che il casinò si sta comportando davvero in un bel modo e gli faccio i miei complimenti. Grazie infinite

Dear UTENTE1008, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

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

Dear UTENTE1008,

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,

Peter