Lucky Draw Casino - プレイヤーのアカウントがブロックされました。

Hello, I won a total of 920 euros, now I wanted to pay out 220 to my wallet and suddenly my account is deactivated. No response from the casino yet please can you help me?

My username at the casino is rushman2480

Hallo habe insgesamt 920 Euro gewonnen jetzt wollte ich 220 auf meine wallet auszahlen und plötzlich ist mein Konto deaktiviert. Vom Casino kam noch keine Rückmeldung bitte können sie mir helfen?

Mein Benutzername beim casino ist rushman2480

Dear rushman2480,

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. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)? Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

Hello, I registered about 2 weeks ago, then paid in with a bonus and successfully implemented it. Only played slots. My account was then successfully verified and after that I had my withdrawal to my Bitcoin wallet. The day before yesterday I wanted to log in and it said my account was deactivated. Tried several times to get in touch via email but there is no answer from the casino.

Hallo hatte mich vor ca 2 Wochen registriert hatte dann mit Bonus eingezahlt und diesen erfolgreich umgesetzt. Habe nur Slots gespielt. Mein Konto wurde dann erfolgreich verifiziert und danach hatte ich meine Auszahlung auf meine Bitcoin wallet veranlasst. Vorgestern wollte ich mich einloggen da stand dann mein Konto wurde deaktiviert. Habe mehrmals versucht mich über email kundig zu machen aber es kommt keine Antwort vom Casino.

Thank you very much, rushman2480, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Thank you Petronela.

Here again that my account was verified.

Danke petronela.

Hier nochmal das mein Account verifiziert war.

Hello rushman2480,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Lucky Draw Casino to join the conversation.

Dear Lucky Draw Casino

Can you please provide more information regarding the player's blocked account?

I've contacted them several times and there's not even an answer

habe die mehrmals kontaktiert da kommt nicht mal ne antwort

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.

Dear rushman2480,

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,

Michal