Newlucky Casino - プレイヤーの撤退が遅れています。

Nevlaki casino refuses to withdraw my money for 5 days already, every day they promise to withdraw. according to the rules the withdrawal is no more than a day, the first withdrawal was processed for me in 3 hours, after that the withdrawals are not coming. I did not break any rules, played slots a little and roulette a little, played without bonuses. I read that this casino is dishonest and blocks many players. I ask you to help me withdraw money

Hello t68110952,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Newlucky 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 if yes, since when exactly?
• Did you accumulate your winnings with real money or did you use a bonus?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

I verified my account about 5 days ago, I didn't use bonuses, I cancelled and withdrew real money

I write to them once a day, they answer me the same thing, that withdrawals are processed in the order of the queue. They lie to everyone, is it really true that my queue won't reach me in 5 days?

they don't even let me write, they close the chat. I write:

so how can I communicate with you? you lie and write the same thing every time. I asked why the queue for withdrawing my account hasn't reached 5 days? do you withdraw money to everyone in 5 days?

please lower the rating of this casino, it has neither exact terms nor answers. all answers are the same and according to the template, your withdrawal will be processed in the order of a live queue. and so they answer every day. I think that a casino with vague rules does not deserve a high rating, where they cannot even answer the question accurately. all answers are absolutely according to the template

Now this casino has confiscated money from my account. It says that a refund was made to the balance and the money was converted into a bonus and cancelled. Everything is on the screenshots. I did not use the bonuses, I cancelled them when withdrawing the deposit and winnings, you will see this on the screenshots. Before the second deposit, my balance was 0, I asked for a bonus, they immediately gave me a bonus, without replenishing my account 366 euros, I lost them, then I replenished my account by 400 euros and played again, played roulette, made 6 bets, won about 220 euros and played slots for about 30 minutes and put the money up for withdrawal. I had 30 euros left on my balance, I lost them and I had 10 euros left, I played roulette again and increased my balance to 30 euros

Casino guru, can't you see that this is a scam casino, there are already so many complaints about this casino, you have 10 of them. they don't want to withdraw money to players, and if you don't influence the situation, don't lower the rating of this casino, they will go and rob players. I had 390 euros on my balance, purely my deposit, they stole it. I ask you to add this casino to the blacklist

15 minutes have passed, editing the complaint. my account is completely blocked. this is definitely a scam casino. i ask you to blacklist it, i did not break the rules, i can send you a full list of all my bets, i filmed it

I'll tell you before you that they are not going to answer the reasons for blocking, see the screenshot. I would not like the decision and investigation to drag on for a whole month, as in other complaints about the newlucky casino, they will take a month to answer like other players. I ask you to lower their rating to 1, so that they respond to messages faster

This is what they told me:

Dear Dzianis,

Thank you for reaching out to our team.

We would like to inform you that 595.03 EUR has been deducted from your account.

Additionally, your account and any associated multi-accounts have been permanently closed due to a violation of our terms, specifically Fraud (Using the accumulation mechanics).

Below are the relevant rules that apply:

9.2. Collusion and Cheating

NewLucky reserves the right to disable user accounts and forfeit account balances (including deposits and winnings) if users are found attempting to gain an unfair advantage through collusion, chip dumping, account sharing, soft playing, or other dishonest practices. All gameplay is subject to rigorous manual and automated review.

9.3. Fraudulent Activity

If any fraudulent, unlawful, dishonest, or improper activity is detected (including using VPNs, proxies, or placing bets on behalf of third parties), NewLucky reserves the right to block the user's account and forfeit all balances without prior notice. We may also report such activity to regulatory authorities, financial institutions, and law enforcement agencies.

7.5. Withdrawal Restrictions

NewLucky reserves the right to refuse withdrawal requests in cases of fraud. If fraudulent activity is detected, the account will be suspended, and the withdrawal will not be processed.

For more details, please refer to our full Terms & Conditions.

Thank you for your understanding!

If you have any other questions, do not hesitate to contact us. We are here for you 24/7!

Regards,

Below is my answer to them:

I did nothing like that. Tell me specifically where the violation is? 1. I did not use the accumulation mechanics, I did not even play with bonus money. My winnings were exclusively in roulette, I did not win anything in slots. 2. I did not do any collusion, chip dumping, account sharing, soft play or other unfair practices. 3. I did not use VPN and was not in collusion with anyone. Please provide evidence of the use of the accumulation mechanics? Did you see that I did not use bonuses, and played mainly roulette, only lost in slots

https://casinoguru-en.com/newlucky-casino-player-is-unable-to-withdraw-due-to

I have read this complaint carefully and I see that newlucky casino does not care about players at all, it seems that almost no one plays in this casino and the casino does not value a high rating. The player has not been able to withdraw money and pass verification for more than a month, and you do not lower his rating and constantly extend the timer for a response. I am not criticizing you, but you must understand that the casino is dishonest? Why does it still have such a high rating, 8.1?

Thank you t68110952 for all the information provided so far. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, t68110952,

I am sorry to hear about your trouble and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Newlucky Casino Team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked/closed and winnings confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

casino scammers, evidence of violations will not be able to provide. there were no violations, I played only non-progressive slots, played without a bonus, and mainly I had bets on roulette, after roulette I played slots for about 5 minutes and put money on withdrawal, did not win, but lost about 30 euros

I think they will deceive you and give you false information, please pay attention to the screenshots. I played without bonuses and the winnings were exclusively in roulette. I also ask you to contact the game provider of the game in which I am allegedly accused of violations

They will drag it out for exactly 6 days and 23 hours, and only at the minute the deadline expires will they respond? I don't understand how they are not on your blacklist

Dear Dzianis and CasinoGuru Team,

Thank you for your patience. We are glad to have the opportunity to clarify the situation.

Concerning the specified account, it, along with any related multi-accounts, has been permanently closed due to a violation of our terms, specifically Fraud (Using the accumulation mechanics).

Please find below the relevant rules that apply:

9.2. Collusion and Cheating

 NewLucky reserves the right to disable user accounts and forfeit account balances (including deposits and winnings) if users are found attempting to gain an unfair advantage through collusion, chip dumping, account sharing, soft playing, or other dishonest practices. All gameplay is subject to rigorous manual and automated review.

9.3. Fraudulent Activity

 If any fraudulent, unlawful, dishonest, or improper activity is detected (including using VPNs, proxies, or placing bets on behalf of third parties), NewLucky reserves the right to block the user's account and forfeit all balances without prior notice. We may also report such activity to regulatory authorities, financial institutions, and law enforcement agencies.

7.5. Withdrawal Restrictions

 NewLucky reserves the right to refuse withdrawal requests in cases of fraud. If fraudulent activity is detected, the account will be suspended, and the withdrawal will not be processed.

As requested, we have sent the necessary details and supporting evidence to your email address (branislav.b@casino.guru) for further review.

For full Terms and Conditions, please refer to the following link:

https://newlucky.com/policy/terms-of-use

Best regards,

NewLucky Casino Team

casino guru, I ask you to also send me proof of violations by email. casino newlucky writes nonsense. I did not use any of the listed, I only played roulette and without a bonus. I will open arbitration on my complaint on other resources

will they answer me? did they send you compromised violations of the rules?

Dear t68110952,

I am sorry for the delay.

Yes, they did.

After gathering all the necessary information and details from the casino, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - multiple accounts and bonus abuse. Based on the data provided, it would be likely impossible to prove anything else. It is allowed to have only 1 account per user, and the same applies to bonuses. I sincerely hope you understand that under the given circumstances, we cannot help you.

The casino acted in accordance with the terms and conditions you accepted upon registration(s).

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by or ADR. I recommend the same if you need to see the evidence since I have no permission to share it.

Thank you very much, Newlucky Casino Team, for providing information and for your cooperation!

Best regards,

Branislav, Casino.Guru