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They do not recognize the winnings from my money. On 11/10, I had €3400 in my account ready for withdrawal. However, I made a reverse deposit, canceled the withdrawal, played at the casino again, and won a total of €6400. I requested a withdrawal of €5000 and gambled the remaining amount, which I lost. The company then asked me for information to proceed with the withdrawal, which I provided. After 3 days, they canceled the withdrawal, claiming there was an issue with their software without notifying anyone, and they have withheld €3200 from me!!!! This is outright theft. I have screenshots and anything else you might need available!!!

Δεν αναγνωρίζουν κέρδη από τα χρήματά μου. Στις 10/11 είχα 3400€ στο λογαριασμό μου για ανάληψη, ωστόσο κάνω αντίστροφη κατάθεση, ακυρώνω την ανάληψη και παίζω ξανά στο καζίνο και βγάζω τα χρήματα 6400€, κάνω ανάληψη 5000€ και παίζω τα υπόλοιπα χρήματα όπου χάνω το. Η εταιρεία μου ζητάει πληροφορίες για να προχωρήσει στην ανάληψη που τους δίνω και μετά από 3 μέρες ακυρώνουν την ανάληψη με το πρόσχημα ότι υπήρξε πρόβλημα με τα προγράμματά τους χωρίς να ενημερώσουν κανέναν και τίποτα και μου δεσμεύουν τα 3200€ !!!!! Είναι κανονική κλεψιά , Έχω στη διάθεσή σας screenshot και ό,τι χρειαστεί!!!

Dear nyojim,

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 which game did you play? Did you accumulate your winnings from one game only, or did you play several different games?

Could you kindly forward me the email you received from the casino after your withdrawal was canceled? My email address is veronika.l@casino.guru.

Am I correct in understanding that from the €5000 you requested, the casino confiscated €3200? What happened to the remaining winnings?

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

In the game DEAD CANARY and TOME OF MADNESS are the winnings. I had the rest of the €3,200 in my account where I played to see if I could win.

Στο παιχνίδι DEAD CANARY και TOME OF MADNESS είναι τα κέρδη. Τα υπόλοιπα χρήματα από τα 3200€ τα είχα στο λογαριασμό μου όπου τα έπαιξα μήπως κ κερδίσω .

how does this amount come about?

Why the application was working normally there was no hang

When I was playing because during this period they say it is 15:00 to 11:30 I had entered at least seven times eight. How do they prove that there was a problem with their software, why did they ask for the supporting documents all within three days? Why did they wait four days for the withdrawal of €3400 without asking for anything? There are too many questions that arise and none of them have been answered and I didn't get any answers either and see you again and a clear answer. Why are profits in the analysis of amounts recognized normally, I don't want them to be deducted from there?

πως προκύπτει αυτό το ποσό ;

Για ποιο λόγο η εφαρμογή δούλευε κανονικά δεν υπήρχε κάποιο κόλλημα

Όταν έπαιζα γιατί στο διάστημα αυτό λένε ότι έχει 15:00 με 11:30 Εγώ είχα μπει τουλάχιστον εφτά φορές οχτώ. Πως αποδεικνύουν ότι είχε πρόβλημα το λογισμικό τους για ποιο λόγο ζήτησαν τα δικαιολογητικά όλα Σε διάστημα τριών ημερών; Για ποιο λόγο η ανάληψη των 3400 € την είχανε τέσσερις μέρες σε αναμονή χωρίς να ζητήσουν τίποτα. Είναι πάρα πολλά τα ερωτήματα τα οποία προκύπτουν και δεν έχουν απαντήσει καμιά και ούτε πήρα απάντηση καμία και τα λέμε κι απάντηση σαφή απάντηση. Για ποιο λόγο τα κέρδη στην ανάλυση των ποσών αναγνωρίζονται κανονικά δεν θέλω να έχουν αφαιρεθεί από κει;

All the answers they gave me are the same it's the one I sent you they haven't said anything more nothing below so I was asking in what time frame will the withdrawal take place when will they give a clear time in general all conversations with them are vague in no time frame and nothing clear

Όλες οι απαντήσεις που μου δώσανε είναι ίδιες είναι αυτή που σας έστειλα δεν έχουνε πει τίποτα παραπάνω τίποτα παρακάτω οπότε ζητούσα σε ποιο χρονικό διάστημα θα γίνει ανάληψη πότε θα δώσανε σαφή χρόνο γενικότερα όλες οι συνομιλίες μαζί τους είναι αόριστες σε κανένα χρονικό πλαίσιο και τίποτα σαφής

Yes, out of the 5000 they confiscated and the three 200 returned to me 1884 € without having justification and proof with whom and for what reason they have confiscated the specific amount. By that logic they should refund me the amount I had on Friday at three in the afternoon. To refund the money that was played In this period of time like my balance in the casino which was 3400 € and they had to wait three days for me to withdraw. Since there was a problem for them ie the profits I can confiscate the deposits I made don't they belong to me?

Ναι από τις 5000 μου κατάσχεσαν ε τα τρία 200 μου επιστρέψανε πίσω 1884 € χωρίς να έχουνε αιτιολόγηση και απόδειξη με ποιον για ποιο λόγο έχουν κατάσχεση το συγκεκριμένο ποσό. Με αυτή τη λογική θα πρεπε να μου επιστρέψουν το ποσό που είχα την Παρασκευή στις τρεις το απόγευμα. Να μου επιστρέψουν τα χρήματα που παίχτηκαν Σε αυτό το χρονικό διάστημα όπως το υπόλοιπο μου στο καζίνο που ήταν 3400 € και με είχανε αναμονή τρεις μέρες να μου κάνουν ανάληψη. Αφού υπήρχε πρόβλημα για αυτούς δηλαδή τα κέρδη μπορώ να τα κατασχέσουν τις καταθέσεις που έκανα δεν ανήκουν σε μένα;

They also closed my account at my request which I had made months before the incident!!! The guys are huge scammers!!!!

Μου κλείσανε και το λογαριασμό με αίτημα δικό μου που είχα κανει μήνες πρίν το συμβάν !!! Οι τύποι είναι απατεώνες μεγατόνων !!!!

Thank you very much, nyojim, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.

I have placed all my hopes in you. And thank you for being there to help us. Do we have any news?

Έχω εναποθέσει όλες τις ελπίδες μου σε σας. Και σας ευχαριστώ που υπάρχετε για να μας βοηθάτε. Έχουμε κάποιο νέο?

Dear nyojim,

I'm Michal, and I have taken over this complaint. I have reviewed this case, I will contact the casino to shed more light on this matter.

I would like to invite LuckyKoala Casino to join the conversation.

Dear LuckyKoala Casino,

I would be grateful if you could clarify the situation, as it appears that several events have transpired. Could you specify which winnings from which games are allegedly not due to the player? Additionally, which wins from which games have been deemed "genuine"? If there are any information that cannot be shared publicly, please forward it, including supporting evidence, to me at michal.k@casino.guru

Good evening and thank you very much for the important help offered, Do we have any news regarding my case? The people are scammers and according to an e-mail I received from the Curacao regulatory authority they are not even licensed. It has been sent to your e-mail

Καλησπέρα σας και ευχαριστώ πολύ για την σημαντική βοήθεια που προσφέρεται, Έχουμε κάποιο νέο όσον αφορά την υπόθεση μου; Οι άνθρωποι είναι απατεώνες και σύμφωνα με e-mail που έλαβα από την ρυθμιστική αρχή του Κουρακάο δεν είναι Έχουν καν άδεια. Σας έχει σταλεί στο e-mail σας

Dear Michal,

We would like to inform you that we experienced a technical issue that allowed players to place wagers without using their own funds. This resulted in the player's account being scaled up dramatically and gaining an unfair advantage. 

Since we treat fair gambling with utmost priority, the wrongly accumulated winnings were redeemed according to our Terms and Conditions and the player was informed. Feel free to refer to our Terms which the player breached, causing the accumulated winnings to be voided.

https://luckykoala.com/pages/terms-and-conditions

7.3.16. If LuckyKoala.com credits a customer’s account with winnings that do not belong to the customer, whether due to a technical error or otherwise, the amount will remain the property of LuckyKoala.com and the amount will be deducted from the customer's account. If the customer has withdrawn funds that do not belong to him/her prior to LuckyKoala.com becoming aware of the error, the paid amount will (without prejudice to other remedies and actions that may be available at law) constitute a debt owed by the customer to LuckyKoala.com. In the event of an incorrect crediting, the customers are obliged to notify LuckyKoala.com immediately via email.

Feel free to contact us if you require any additional information.

Regards,

LuckyKoala Casino

They lie!!!! I had used equity. As you can see, my account has 3400€ that I had in withdrawal status that I canceled + 2000€ that I had made a deposit regardless of the 3400€ of the withdrawal !!!! They are thieves and scammers !!!!!! My earnings before As they say the problem they had why they don't return them to me? Why are they not giving me the money I deposited during the problem? Let them keep the profits. The profits were €2000, while from my account from Friday to Monday when they informed me, they went into deposits + the money I had In withdrawal status over €8000!!!!! They steal from me normally and think they will hide behind a paragraph which basically says nothing and proves nothing only words without evidence. I can't accept this thing please help me!!!!

Λένε ψέματα !!!! Ίδια κεφάλαια είχα κάνει χρήση . Όπως φενεται και το λογαριασμό μου 3400€ που είχα μέσα σε κατάσταση ανάληψης που την ακύρωσα + 2000€ που είχα κάνει κατάθεση ανεξαρτήτως τα 3400€ της ανάληψης !!!! Είναι κλέφτες και απατεώνες !!!!!! Τα κέρδη μου πριν Όπως λένε το πρόβλημα που είχανε γιατί δε μου τα επιστρέφουν ; Γιατί δε μου δίνουν τα χρήματα που εγώ κατέθεσα κατά τη διάρκεια του προβλήματος; Ας κρατήσουν τα κέρδη. Τα κέρδη ήτανε 2000 € ενώ από το λογαριασμό μου από την Παρασκευή έως την Δευτέρα που με ενημέρωσαν περάσανε σε καταθέσεις + τα χρήματα που είχα Σε κατάσταση ανάληψης πάνω από 8000 €!!!!! Με κλέβουνε κανονικά και νομίζουν θα κρυφτούν πίσω από μία παράγραφο η οποία ουσιαστικά δε λέει τίποτα και δεν αποδεικνύουν τίποτα μόνο λόγια χωρίς αποδείξεις. Δεν μπορώ να το δεχτώ αυτό το πράγμα σας παρακαλώ βοηθήστε με!!!!

Dear LuckyKoala Casino,  

Could you clarify which specific winnings from which games have been classified as "genuine"? The player indicated that they submitted a withdrawal request of €3400, which they subsequently canceled to continue playing. Was the technical issue identified in the player's gameplay prior to the withdrawal or afterward?

Dear Michal,

We are reaching out to request a bit more time as we are still in the process of reviewing the details of this case. We want to ensure that everything is thoroughly checked before we provide an update.

Kind regards,

LuckyKoala Casino

See for yourself how they are scammers!!! Michal I have placed all my hopes in you !!! Thanks

Βλέπε και μόνοι σας πως είναι απατεώνες !!! Michal έχω εναποθέσει όλες τις ελπίδες μου σε εσάς !!! Ευχαριστώ

Dear nyojim,  

I will make every effort to collect all pertinent information and evidence to gain a comprehensive understanding of the situation and the events that transpired. Additionally, I will seek to identify the most appropriate course of action that is acceptable to all parties involved. As this process may require some time, I kindly ask for your patience. Please be assured that I will provide an update as soon as it becomes available.

Thank you in advance for your effort. I hope a solution is found because all this is normal theft.

Σε ευχαριστώ εκ τον προτέρων για την προσπάθεια που καταβάλεις . Ελπίζω να βρεθεί μια λύση γιατί είναι κλεψιά κανονική όλο αυτό .