Lucky Mister Casino - プレイヤーの賞金は没収されました。

Dear Casino Guru team,

I am filing this complaint regarding 777 Lucky Mister Casino, who have confiscated €1,120 from my balance without providing timestamped evidence or a clear explanation.

Here is a detailed timeline of events:

11/07/2025 at 23:02: I deposited €80, which applied a bonus of 40 free spins.

I played the free spins immediately and received a small return.

I then manually cancelled the bonus via the Bonus tab, which removed all winnings from the free spins and left me with only my original €80 deposit.

From that point onward, all gameplay was with my deposited funds only.

I played continuously until approximately 04:30 on 12/07/2025, and again around 11:00 on 12/07/2025.

My balance grew to €1,200 through regular play.

I completed account verification successfully and spoke to multiple support agents who confirmed that my withdrawal was approved and pending processing.

On 13/07/2025 at 17:30, I received a phone call informing me that I had allegedly breached a bonus, but no specific rule, timestamped proof, or evidence was provided.

When I logged into my account, my balance had been reduced to only €80.

I have repeatedly requested detailed records and timestamps demonstrating how I allegedly breached any bonus terms. So far, the casino has only given generic statements without any proof or reference to specific Terms & Conditions clauses.

Summary of my request:

I request Casino Guru to mediate and help recover my confiscated €1,120 balance.

I request the casino to provide timestamped records and the precise T&Cs clause(s) they believe I violated.

If the casino cannot substantiate their claims, I request that my funds be reinstated and my withdrawal processed immediately.

Thank you for your assistance in resolving this matter.

Hello,

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

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

• Could you please explain which slot or slot games you have played in order to accumulate your balance?
• Could you please explain which game the free spins were for?
• Could you please share the communication from the casino listing the accusations against you? 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

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If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello Tomas,

Thank you for your email and for looking into this issue.

Regarding your questions:

I played many different slot games over the course of my approximately 5-hour session. Unfortunately, the casino does not allow me access to my detailed gaming history, despite my requests to obtain this information.

The 50 free spins were used on the game Sugar Rush 1000.

As for the communication from the casino listing the accusations against me, I have not yet received any formal documentation outlining their claims. If you require, I can share any emails or chat transcripts I have so far. Please let me know if that would be helpful. I will send them over following sending this reply.

Thank you for your assistance with this matter. Please let me know if you need any further details.

Best regards,

******

Hello Tomas,

Thank you for your assistance so far.

I have emailed you the supporting evidence, including screenshots and screen recordings of my communications with the casino.

I will also upload the email conversation trail to this open complaint case for your reference.

Please let me know if you need anything further from me.

Thank you again for your help.

Best regards,

*****

Hello Tomas,

I wanted to let you know that I tried to email you the supporting evidence, but unfortunately, I received an undeliverable mail notification stating that your server was unavailable.

For this reason, I have shared all my screenshots, screen recordings, and information directly here in the complaint thread via the Google Drive links. Please let me know if you are able to access them or if you need me to provide the evidence in another way.

Thank you again for your assistance.

Best regards,

*****

Complaint Update:

Hello,

I am providing an update regarding my complaint against LuckyMister Casino.

Following my final request for immediate provision of my account records (sent 14 July 2025 with a 3-business-day deadline), I have now received a further reply (dated 16 July 2025, attached).

The casino has again failed to:

Provide any specific timeframe for delivery of my gaming, deposit, and withdrawal records;

Acknowledge or comply with my reasonable deadline; or

Offer any substantive resolution of my request.

This is now multiple occasions where the casino has simply asked me to wait indefinitely.

I am therefore escalating this matter to the Curaçao Master License holder and preparing to submit the evidence to additional dispute resolution services.

Please note I am attaching all correspondence as evidence.

Thank you for your continued assistance in resolving this dispute fairly.

Best regards,

*****

Final Update:

Since submitting my original complaint, I have done everything possible to resolve this matter fairly with LuckyMister Casino.

On 14 July 2025, I formally requested access to my gaming, deposit, and withdrawal records to dispute the confiscation of €1,120.

I gave the casino a clear deadline of 3 business days, which they ignored.

They responded with generic replies stating that my case was "under review" but never provided the requested records or any timeline.

I sent a final escalation notice and informed them that the matter would be referred to their license holder.

I attempted to escalate this through their licensing body, Antillephone N.V. (8048/JAZ), but their listed support email address bounced back as undeliverable, making direct escalation impossible.

I also attempted to file complaints with AskGamblers and ThePOGG, but LuckyMister Casino is not listed or supported by either platform.

This leaves me with no further formal or regulatory channels to pursue. The casino has effectively ignored my requests, refused to provide data, and hidden behind a vague claim of "bonus abuse" without offering any evidence—despite my confidence that no bonus was active at the time of the bet in question.

At this point, I am asking Casino Guru to:

Record this case as unresolved and uncooperative.

Consider publishing a warning or flag on LuckyMister’s listing (if applicable).

Encourage others to avoid depositing at this casino until transparency and fair dispute handling are improved.

I am still open to resolving this matter if LuckyMister chooses to cooperate and return the funds.

Thank you for your continued support.

Best regards,

******

Thanks for your replies and submitted information.

Please note that, according to the available information, the casino is not licensed. I will now transfer your complaint to my colleague Matej ([email protected]), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello Ashby7,

I am sorry to hear about your troubles.

Just for the record: Lucky Mister Casino is operating without a valid license. Their previously claimed Antillephone license expired six months ago. The only current valid Curaçao license is issued by GCB (https://www.gamingcontrolcuracao.org/).

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Matej