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

Hey,

I played at LuckyBull Casino on June 16, 2022 and took advantage of their 100% welcome bonus. I deposited 166e for this bonus.

I cycled through the bonus and after that I created a withdrawal request for my balance of 1327.40e.

After this, they asked for several documents (ID, proof of residence, deposit receipt & bank statement). After this, they demanded a paper version of the bank statement, and did not accept the PDF version printed from the bank. I ordered a paper statement from the bank for which I still had to pay, but even that wasn't enough.

After that they just accused me of cheating, took all my money from my gaming account and also closed my account. They claim that I have violated their terms, but when I try to ask for clarification, they say nothing.

Before taking the bonus, I carefully read their terms of use, as always with a new Casino. I'm sure I haven't broken any of their rules, but they still won't pay my money.

Could you help with this? I don't really know what to do anymore when the casino doesn't give me any information about it..

Hei,

Pelasin LuckyBull casinolla 16. kesäkuuta 2022 ja otin käyttöön heidän tarjoaman 100% tervetuliaisbonuksen. Talletin 166e tähän bonukseen.

Kierrätin bonuksen läpi ja tämän jälkeen loin nostopyynnön saldolleni 1327,40e.

Tämän jälkeen he kysyivät useita dokumentteja (ID, asuinpaikkatodistus, kuitti talletuksesta & tiliote). Tämän jälkeen he vaativat paperista versiota tiliotteesta, eivätkä hyväksyneet pankista tulostettua PDF versiota. Tilasin pankista paperisen tiliotteen josta jouduin vielä maksamaan, mutta sekään ei riittänyt.

Tämän jälkeen he vain syyttivät minua huijaamisesta, veivät kaikki rahani pelitililtäni ja myös sulkivat tilini. He väittävät, että olen rikkonut heidän ehtojaan, mutta kun koitan kysyä tarkennusta, niin he eivät kerro mitään.

Ennen bonuksen ottamista, luin tarkasti heidän käyttöehtonsa läpi, nini kuin aina uuden casinon kohdalla tulee tehtyä. Olen varma, etten ole rikkonut mitään heidän sääntöään, mutta silti he eivät maksa rahojani pois.

Voisitteko auttaa tämän kanssa? En oikein tiedä enää mitä tehdä, kun casino ei anna minulle mitään informaatiota asiasta..

Hello iiroo1010,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with LuckyBull Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? When exactly did the casino block your account? Did they ever state at least the term you breached? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello Nick,

Thank you very much for your reply. Please see my answers for your questions below.

Here is their email copied from 13th of July where they confirm that the verification process is completed:

"Dear XXXXXX, 

Thank you for your reply!

Correct, please be informed that your documents verification process is now complete.

Have a great day and the very best of luck on your future gameplay!

Let us know if you have more questions, we are happy to help you!

Sincerely,

Nick

LuckyBull Player Support International

Lucky Bull"

2.

Here is their email copied from 10th of August where they say that my account is closed and my money has been waived:

"Reference ID S_732922

Dear XXXXX,

I am writing to inform you that your account has been closed in our casino due to registered collusion which is a clear breach of our Terms and Conditions.

Please be informed that all your activity has been thoroughly investigated and the decision has been made based on evidence we received from this investigation.

As it is stated in our Terms and Conditions (Section Fraudulent Activity, article 131), Luckybull has a zero tolerance policy towards inappropriate play, bonus abuse, player’s collusion and fraudulent activity. If, in Our sole determination, the Player is found to have cheated or attempted to defraud Us or any other User of any of the Games in any way including, but not limited to, game manipulation or payment fraud, or if We suspect the Player of fraudulent payment, including use of stolen credit cards, or any other fraudulent activity (including any chargeback or other reversal of a payment) or prohibited transaction (including money laundering), We reserve the right to suspend and/or close the User Account and to share this information (together with the Player’s identity) to other online gaming websites, banks, credit card companies, and appropriate agencies.

Also allow me to inform you that with closing your account all your winnings will be waived and any withdrawal request will be rejected, which is also clearly stated in our Terms and Conditions (Section Closing account, article 63).

The decision that has been made is final and non negotiable, and without possibility of reopening of your account or any type of refund.

Sincerely,

Vicky"

3.

The term they claim that I have broken is said in the email above also.

4.

Their latest email is from 18th of August after I asked them several times that what have I done wrong and insisted them to give back my money. Please see that email below:

"Hello XXXXX,

Thank you for your e-mail.

Kindly be informed that I have provided you with all of the information I have regarding the topic and I am unable to provide you with further information regarding it.

I would be happy to provide you with another reply but please note that our relevant department reserves the right to close a player's accounts based on their decision which we are unable to affect.

If there is anything else I can assist you with I remain at your service.

Thank you for your understanding and have a nice day.

Let us know if you have more questions, we are happy to help you!

Sincerely,

Lena

LuckyBull Player Support International

Lucky Bull"

Thank you iiroo1010 for the provided information. As we will need more details from the casino, your complaint will be now forwarded to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello iiroo1010,

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.

We would like to invite LuckyBull Casino to join the conversation.

Dear LuckyBull Casino,

Can you please provide information on why were the player's winnings confiscated?

If the information can't be shared publicly, please send them to michal.k@casino.guru

Dear iiroo1010,

We are sorry to see that your account got blocked and your winnings waived. Having checked with our relevant department we have been informed that unfortunately, you have breached the following terms and conditions:

''In the event that We suspect that a Player is acting as a part of the Player’s collusion undertaken

with the intent of defrauding and cheating, meaning by using the same or similar names,

address, telephones, email addresses, same or similar dynamic IP addresses, computer or other

devices and acting on same or similar pattern, We reserve the right to block the relevant

Account(s). Following the internal investigation We reserve the right to close an Account or

Accounts at any time and to cancel all the transactions, bets, waive winnings and deduct

bonuses from all relevant Accounts.''

As you are aware, our terms and conditions state that we reserve the right to block any account suspected of collusion or fraud. Following our internal investigation, we determined that your account was in breach of these terms and conditions.

As per CasinoGuru's request, we have provided more information over the e-mail.

Best regards

Customer Experience Team

Hi LuckyBull,

I have not been in any collusion of fraud. Please describe more what you suspect me of. I do not accept this.

Thank you for the response and the provided evidence LuckyBull Casino team.

Dear iiroo1010,

We have received evidence from LuckyBull Casino team that indeed rises suspicion, however, we are not fully convinced that the evidence is sufficient to come to a clear decision so we have requested additional information to shed more clear light on the situation.

Hi Michal,

Thanks for the update.

Please share with me the things they claim I did so I can comment it myself also. I am sure I have not broken the terms.

Kind regards

Dear iiroo1010,

I'm afraid I can't share any confidential information with you or any 3rd party as that's our company policy.

I understand your point and ideally, the casinos should inform the players clearly how and which rules were breached, however, we know from experience that the casinos are quite often not willing to share detailed information as it could be misused against the casino by any other players that can use the information to their unfair advantage. With this being said, please be rest assured that we always looking at all the evidence we can gain and ruling our decision based on the facts.

Casino.guru is an independent source of information about online casinos, online casino games and acts as a mediator in resolving players’ disputes that is not controlled by any gambling operator.

I'm waiting for additional evidence from LuckyBull Casino team to better understand the whole situation.

Hi Michal,

Ok, I understand.

I will wait and trust in your decision.

Kind regards

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 Michal,

As per your request, we have provided you with additional details over the e-mail.

Best regards

Customer Experience Team

Dear iiroo1010,

After a careful review of the evidence provided by the casino, I am afraid I am no longer able to pursue this case.

We have received evidence indicating that you and other players worked together as a group with the intention to abuse casino bonuses.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint.

If you feel you want to take this complaint further you can contact MADRE – an alternative dispute resolution service (https://madre-online.eu/file-a-claim-international/) and submit a complaint to them. It collaborates with the Malta Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (Lodge a Complaint - Malta Gaming Authority (mga.org.mt)). Please let me know how they responded to michal.k@casino.guru

We are sorry We could not be of more help on this occasion. If you run into any issues with this or any other casino in the future, please do not hesitate to contact us.

Best regards,

Michal