LuckyBull Casino - Hráčův účet byl zablokován.

Just blocked and don't pay out

Einfach gesperrt und bezahlen nicht aus

Dear Udo,

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 have registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)?

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 will send you an email with all the information

Hallo ich sende ihnen eine Email mit sämtlichen Infos

Thank you, Udo, for the forwarded screenshots. Do I understand correctly that back in August 2021 you have been accused of opening multiple accounts and therefore your winnings were confiscated?

according to the letter yes! And that only came after I had been asking for 3 months what was going on with my payout.

laut dem schreiben ja! Und das kam aber erst, nachdem ich 3 Monate lang nachgefragt habe, was denn nun mit meiner Auszahlung ist.

Could you please advise if, to the best of your knowledge, there’s a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours or using your email address? Were your winnings accumulated with or without an active bonus? Have you redeemed any promotional offers in this casino in the past? Thank you.

I can tell you that I only have one account with the email address on the site and no other names with the same email address etc. the money was, at least I think I know, earned and wagered with a bonus.

Ich kann ihnen mitteilen, dass ich mit der Email Adresse auf der Seite nur ein Konto habe und keinen weiteren Namen mit der selben Email Adresse etc. das Geld wurde, glaube ich zumindest noch zu wissen, mit einem Bonus erspielt und umgesetzt.

I understand that you have one account only. Is there a possibility that someone else from your family members or neighbors has opened an account from the same IP address or device as yours, please?

No, this is not possible.

Nein, das ist nicht möglich.

Thank you very much, Udo, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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, Udo,

I am sorry to hear about your negative experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite LuckyBull Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear LuckyBull Casino Team, could you please provide us with documents or evidence data proving your accusation that the player violated the casino's terms and conditions? It is possible to share the necessary data directly here, with your response (sensitive data are not visible to the public), or you can send it to my email address branislav.b@casino.guru.

Thank you in advance for providing the information.

Dear Aboveaverage1204 and CasinoGuru team,

We are sorry to see that player's account has been closed.

It's something we have checked with our relevant department and the account has been closed as there has been a breach in our Terms and Conditions section 47 and 48.

Each Player is allowed to open only one Account per person, family, household, IP address and email address. Use of more than one Account per physical Player is known as "multi-accounting" and as such is strictly forbidden.

In the event that We suspect that a Player is opening multiple accounts by using the same or similar names, address, telephones, email addresses, same or similar dynamic IP addresses, computer or other devices, with the intent of defrauding or cheating, 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.

Due to the sensitivity of the case, unfortunately, we are not able to share any details from the main and connected account publicly but we can assure you that everything has been fully checked and accounts have been closed as per our Terms and Conditions stated above.

Best regards

LuckyBull Casino Complaint Team

This is such nonsense! Then write me on my e-mail and prove your accusation! Just because I made a profit, you're trying to evade the payout!

Das ist so ein Schwachsinn! Dann schreibt mir doch auf meine E-Mail und beweist mir eure Anschuldigung! Nur weil ich einen Gewinn erzielt habe, versucht ihr euch um die Auszahlung zu drücken!

Dear LuckyBull Casino Team,

If you are not able to share any details from the main and connected account publicly, please share the data with me by sending them to my email address branislav.b@casino.guru.

However, all posts are reviewed by our team members and in case of any sensitive information, such posts are set accordingly and are not visible to the public. Only the casino, the player, and casino.guru's employee can see sensitive information.

Please note that only your claim about breaching the casino's terms and conditions by the player is not sufficient evidence for closing the player's account and confiscating his winnings.

Dear Branislav,

Thank you for your reply.

We have sent to your e-mail address all the necessary details.

Best regards

Customer Experience Team

Greetings all,

Thank you very much, LuckyBull Casino Team, for providing the details. After reviewing the data, I replied to your email and requested a few more additional information.

Dear Aboveaverage1204,

According to the data I was provided by the casino representative, your account is connected with another player's account. Can you please clarify this situation? Why did you claim there is not a possibility that someone else from your family members or neighbours/friends has opened an account from the same IP address or device as yours? At least, the other account used the same device to visit the online casino, as your account used.

So again, I use my computers to myself. My family doesn't play casinos. I don't know what my neighbors are doing.

Also nochmal, ich nutze meine Rechner für mich alleine. Meine Familie spielt keine Casinos. Was meine Nachbarn machen weiß ich nicht.

Dear Aboveaverage1204,

How do you usually log into the casino account, please? How do you connect to the internet? Is your connection protected by a password or in any other way? Do you use VPN?

In the meantime, I have been in contact with the casino's representative and was provided with the data and details which support the casino's statement. I am currently waiting for further, detailed information.

I log in with my laptop username and password. My internet runs over WiFi. What is VPN?

Ich logge mich mit meinen Laptop dem Benutzernamen und Passwort ein. Mein Internet läuft über WLAN. Was ist VPN?

And is your internet connection (WiFi) protected by a password or in any other way?

Yes, my wifi has a wifi key

Ja, mein wlan hat ein wlan-Schlüssel

Dear Aboveaverage1204,

I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions - bonus abuse.

Although there is not sufficient evidence for multiple accounts usage, both connected accounts (including your account) were used for the same bonus abuse. The casino acted correctly and within its terms and conditions.

Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you to consult the gambling authority that the casino is regulated by.

Thank you very much, LuckyBull Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru