OnLuck Casino - プレイヤーのアカウントがブロックされ、引き出しができなくなります。

Dear Casino Guru

I am having trouble with onluck casino allowing me to withdraw my winnings. I have complied with all documents they have asked for, but they have disabled my account now. I have sent many emails asking to unblock my account and also sending them all requested verification documents. I have sent Proof of ID, proof of address, proof of deposit, selfie with my ID and a piece of paper with a note and casino in the background, but I keep getting the same useless email: You will receive a notification as soon as your account has been successfully unblocked. Please be assured that we are working diligently to resolve the issue, and you will be informed promptly once access to your account is restored. Thank you for your patience during this process.

This all started on 12/06/2025 and I have been asking them for help since. I hope you can be of assistance to help get this issue resolved in a timely manner.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. To better understand your situation and assist you effectively, I would like to ask a few questions:

• Could you please clarify why your account is blocked? Is it temporarily blocked until your verification is completed, or has it been permanently closed?
• Have any of your documents already been approved and verified?
• Which of your documents are still pending verification?
• What types of games did you play?
• Did you accumulate your winnings with or without a bonus? If you played with a bonus, could you please send me a screenshot or a link to it?

I hope we can help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Veronika

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

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

Thank you for your patience, and stay safe.

Hi,

Here are the answers to your question.

Could you please clarify why your account is blocked? Is it temporarily blocked until your verification is completed, or has it been permanently closed? it seems that it is temporarily blocked as they say they are working on unblocking it.

Have any of your documents already been approved and verified? I have sent everything asked for although they have not given any communication as to whether its verified or not.

Which of your documents are still pending verification? At this point I am not sure, as they do not tell me.

What types of games did you play? Slot games, Wild west gold and Fishing club.

Did you accumulate your winnings with or without a bonus? If you played with a bonus, could you please send me a screenshot or a link to it? I did use a bonus, but I cannot send you a screenshot as I cannot access my account.

Thank you.

Christian

Dear all,

We have carefully reviewed the situation and have already contacted the player, requesting the necessary information to proceed with the refund process. We will continue to monitor the case and ensure a timely resolution once we receive the required details.

Best regards,

Onluck Casino Team

Thank you, dear OnLuck Casino representative, for getting in touch with us and providing some information regarding the player's complaint.

Dear player,

Have you responded to the email you received from the casino? Have you been informed how much money the casino wants to refund to you?

Dear all,

After careful investigation and additional checks, we were able to unblock the player’s account. The player now has full access to their profile and can continue using the site as normal.

Please let us know if any further information is required.

Best regards,

Onluck Casino Team

Dear CWillmonte16,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.