LuckyKong Casino - プレイヤーのアカウントは理由なく閉鎖されました。

I played on this casino, and i won €519 after finishing the wager of my welcome bonus.

I've been in touch with both chat and email support several times, but i never heard from them, and after a while my account was closed.

Can you help me please

Dear mads36060,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please specify when exactly you finished wagering your welcome bonus?

Have you passed the full KYC verification, or have you at least sent your identity documents to the casino for verification?

Have you received any email from the casino after your account was closed? If so, kindly forward it to me at veronika.l@casino.guru.

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

Best regards

Veronika

Hello Veronika!

I'm pretty sure I finished wagering it on the 17th of september. Because I applied for a withdrawal the same day, and delivered my documents the same day.

18th of September I got an email from the Casino confirming my verification was being reviewed. 

I contacted the chat support a couple of times about this, I think.

On the 25th of September I sent them an email, asking why the verification was taking so long. I got a reply the same day saying they had received my message, and they would reply to it shortly(2 hours). Never heard anything. 

My last contact with the Casino was Oct. 2nd. Where I verified my email address. With my documents still not being confirmed.

Then i heard nothing for weeks. 

Then i was going to log in on my account some time at the end of October/beginning of November. To then find my account closed, and not able to log in. 

I had logged in several times prior to find my verification documents still being reviewed. 

I have not received any emails from the Casino after my account was closed. 

Sincerely 

Mads

Thank you very much, mads36060, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you mads36060 for providing us with all the information. I hope we'll be able to resolve this issue together.

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

Thank you!

Hello Peter, have you received our email?

Dear LuckyKong Casino representative, I apologize for the delay. I have responded to your email and I await your response.

Dear mads36060, I will keep you updated about any new developments. Thank you in advance for your patience!

Dear mads36060, the casino has provided me with evidence of multiple accounts that caused your account to be closed. I advise against such behaviour as it can lead to similar situations in the future. With that in mind, we believe the steps the casino has taken are justified and we will subsequently reject your complaint. Thank you for your understanding!

Kind regards,

Peter