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

Hi few months ago I started gambling in UberLucky Casino. My account was full verified and i deposit and withdraw money to Mifinity wallet regularly. Withdrawals were very quick like 2-3 hours. I read the information about UberLucky Casino that some customers have problems with withdrawals. SO i requested withdrawal for 372 euro and rest of balance keep in the account. Maybe this information is fake. I was absolutely surprised when whole money was cofniscated because of 7.2 rules in Casino. They closed account for Poles and took all funds. Chat support was a joke,. they wished me good day. In the begin they answered for e-mails that they cant do anything . Now they stopped answer. Whole my balance disapperead and also betting history. I have proof the e-mails with chat subscription.

Dear lehob77,

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 casino games, slots, or sports betting)? 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

Hi I played sport betting. They changed my country for Australia manually. I have never been to Australia and I never used VPN. WHole my verification was done, I got many withdrawals earlier. I send u change subscription on e-mail. Thank you for help

Thank you very much, lehob77, for the forwarded emails. I have checked the terms and conditions, and this is what I found (here):

2.4. Players residing in the countries that are not available in the registration page cannot register an account and play

While it is possible to choose a Polish phone number when registering an account:

it is impossible to choose Poland from the Registration form:

Could you please forward any supporting evidence that your account was previously verified and that you received payouts from this casino in the past?

Thank you in advance.

Yes of course , Poland was on the allowed country list so of course I chose my country and verify everything that means Polish documents like Polish ID, proof od address from Poland, Mifinity screen with Polish address. They changed it in the end of the March that Poland is restricted country and after it they cofiscated whole balance. Earlier everything was clear and also I always ask on the chat if is possible to play from my country.

Could you please forward any supporting evidence that your account was previously verified and that you received payouts from this casino in the past?

yes i send on email

Thank you very much, lehob77, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.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.  

Hello lehob77,

This is Tomas, and from now on, I will be taking care of your complaint. I have reviewed your case, and I would like to invite UBERLucky Casino to join the conversation and participate in the resolution of this complaint.

Dear UBERLucky Casino,

Can you please provide more information regarding the case? Are you able to explain how the player's account residency could get changed from Poland to Australia? Why have the player's funds been confiscated?

Thank you in advance for providing the information.

Best wishes,

Tomas

Hello i explained in the e-mail earlier. They accepted players from POland earlier. Later they changed the rules and they confiscated all funds from Polish players. The country was changed manually. I have never been to Australia. The funds were confiscated because they now dont accept players from Poland. I understand is ok but earlier my account was full verified with of course Polish address, they changed the rules and took whole funds.

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 lehob77,

Regrettably, as no aid has been received from the casino, and no efforts to resolve the situation have been noticed, we are compelled to terminate this and all similar cases from Polish players. Our belief is that blocking the account and confiscating the winnings goes strongly against any terms that should be adhered to, as the player had registered with valid information in the casino and had previously been able to play and withdraw winnings. If a country becomes a restricted jurisdiction, the casino ought to inform its players of the change and permit them all to withdraw their outstanding balances. It appears that a different approach has been taken in this specific instance, and due to the player's description of events and the casino's inability to clarify the situation, we are compelled to classify this complaint as unresolved.

Our only suggestion at this point would be to contact the Antillephone Licensing Authority at certria@gaminglicences.com. If you require assistance in filing an official complaint, please inform us.

We regret that we were unable to provide more assistance. 

Kind regards,

Tomas

Dear lehob77,

Can you please confirm if you have contacted the Antillephone Licensing Authority? I will now extend the timer for additional 7 days. Kindly note that in case you don’t reply in the given time frame, I will have to reject your complaint.

Kind regards,

Tomas

Yes i sent e-mail with official complaint and later two e-mails more but nobody answered. I sent a copy to Petronela e-mail address.

Thank you, lehob77, for your confirmation.

As you have contacted the Licensing Authority, we will now close your complaint as ‘Waiting for decision of regulator’. I’d like to kindly ask you to let us know once you have received a reply from the authority.

My e-mail address is tomas.k@casino.guru.

Once the decision of the Licensing Authority is known, we will classify the complaint accordingly.

In addition, please send me the above-mentioned copy of the official complaint as well. Thank you.

Kind regards,

Tomas

Dear lehob77,

We hope this message finds you well. We wanted to follow up on your case, which was marked as "Waiting for Regulator" on our website some time ago. We were wondering if there have been any updates or resolutions since our last conversation.

If your case has been resolved by the Licensing Authority, we kindly request you to forward us their official statement at tomas.k@casino.guru. On the other hand, if the ruling was in favor of the casino, it would still be incredibly helpful for us to know. We understand that it has been a while, but updating your complaint will allow us to either issue black points to the casino (if the ruling was in your favor) or warn other players and users about cases where the Authority supports the operator.

We truly appreciate your cooperation, and your response would be of great assistance to us. Thank you in advance for your reply.

Best regards,

Tomas

Hello, unfortunately nobody answer for my Complaint. Nothing happened, the case isn't resolved.

lehob77, have you received any response from them regarding the registration of your complaint, at least?

No, I didn't

If that is the case, I recommend filing a complaint once again at a different address: complaints@gaminglicences.com

Please inform me once you have done it. Additionally, could you please forward me the email to confirm that it was sent correctly? Thank you.

Thank you.

Kind regards,

Tomas

Sure, I sent this email to you directly.

I'm awaiting your confirmation. Once filed, please forward it to my email address: tomas.k@casino.guru

Thank you.

Kind regards,

Tomas

Dear lehob77,

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.

Hi i sent it again to you. Earlier in 3th August. Please confirm receiving it.

Dear lehob77,

I can't see if you have sent your complaint to complaints@gaminglicences.com, so could you please forward this specific email to me? Alternatively, you can send me a screenshot.

Thank you.

Kind regards,

Tomas

Ok i sent it now

Thank you, lehob77, for your confirmation.

As you have once again contacted the Licensing Authority at an alternative email address, we will now close your complaint as ‘Waiting for decision of regulator’. I’d like to kindly ask you to let us know once you have received a reply from the authority. My e-mail address is tomas.k@casino.guru.

Once the decision of the Licensing Authority is known, we will classify the complaint accordingly.

Kind regards,

Tomas

Dear lehob77,
We hope you are doing well. We wanted you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the Licensing Authority has resolved your case and ruled in your favor, we kindly request you to update your complaint within the thread. Alternatively, if the ruling favored the casino, your input is equally valuable. We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the Authority supports the operator.
Thank you in advance for taking the time to reply.

I wrote complaint but nobody answer

Dear lehob77,

In summary, the cases involving this casino and Polish players show that very few have been successfully resolved after contacting the licensing authority. In most cases, there has been no response even after three months. Since the casino is now closed, there is no point in keeping this complaint open.

Following up on our position:

"Regrettably, as no aid has been received from the casino, and no efforts to resolve the situation have been noticed, we are compelled to terminate this and all similar cases from Polish players. Our belief is that blocking the account and confiscating the winnings goes strongly against any terms that should be adhered to, as the player had registered with valid information in the casino and had previously been able to play and withdraw winnings. If a country becomes a restricted jurisdiction, the casino ought to inform its players of the change and permit them all to withdraw their outstanding balances. It appears that a different approach has been taken in this specific instance, and due to the player's description of events and the casino's inability to clarify the situation, we are compelled to classify this complaint as unresolved."

We are now closing the complaint as unresolved. We are very sorry that we couldn't be of more help.

Kind regards,

Tomas