LetsLucky Casino - Рахунок гравця було закрито після запиту на зняття коштів.

My Let's Lucky account was suspended after I requested a crypto withdrawal. When I try to log in, it says, "Your account has been deactivated." I contacted support, and they mentioned my withdrawal is in process and will take 2 days. However, when I asked for more details about why my account was closed, I was told that it is beyond their control and was closed by management. Whether I will receive my requested withdrawal is questionable because someone who suspends an account after a withdrawal request seems to be trying to avoid paying out, even though in my case it was only about €60, with €39.70 in Euros and about $43 in another currency at the casino. Also, I haven't received any notification about the reasons or anything via email.

Mein lets lucky konto wurde nachdem ich eine crypto Auszahlung angefordert habe gespeert, es sagt beim wenn ich versuche mich einzuloggen ihr konto wurde deaktiviert, dann habe ich dem support angeschrieben diese meinten meine Auszahlung ist in bearbeitung das dauert 2 tage, aber dann musste ich nochmals genauer nachfragen wieso denn jetzt mein Konto geschlossen wurde mir wurde daraufhin gesagt es steht über deren macht es wurde durch die Verwaltung geschlossen, ob ich meine Angeforderte Auszahlung erhalten werde ist fraglich, denn wer ein konto nach einer Auszahlungs anfrage sperrt, wollte aus meiner sich vor der Auszahlung drücken obwohl es in meinem fall blos ca 60€ waren 39,70 in € und ca 43 in $ bei dem casino in den währungen, ich habe außerdem keine Benachrichtigung über die gründe und nichts per Email erhalten...

Dear invisibletrg42,

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 what types of games you played? Were they slots, or live casino games?

Did you accumulate your winnings with or without a bonus?

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

When exactly was your account deactivated?

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

My account was deactivated on 11/19/2024, I played slot machine games and not live casino games, I accumulated my winnings without a bonus, I submitted identification documents (ID card) and proof of residential address, bank statement and card details as well as proof of deposit

Mein konto wurde am 19.11.2024 deaktiviert, ich habe Spielautomaten Spiel gespielt und kein Live-Casinospiele ich habe meine gewinne ohne Bonus angesammelt, ich habe ausweis Dokumente (Personalausweis) und wohnadressen nachweis Kontoauszug und Kartendaten sowie nachweis für die Einzahlung eingereicht

Thank you. Have you received any emails from the casino in the meantime? If you have any communication (emails, chat transcripts, screenshots) between you and the casino customer support regarding the closure of your account and the processing of your withdrawal request, kindly forward it to me. My email address is veronika.l@casino.guru. Thank you in advance for your cooperation.

Dear Andy,

Your account has been temporarily closed, and we will refund your deposits amount. But in order to do so, we would like to ask you to email us with the following information:

1) For your first deposit:

Account holder's name: X (full name should be provided)

Account holder's address: X (physical address: city, street, building)

Account holder's email address: X

Bank name: X (full name of your bank)

Bank address: X (physical address: city, street, building)

IBAN: X

SWIFT (or BIC): X

2) For your second deposit:

Your crypto wallet address

Best regards,

Letslucky Team

I gave the information and now they reviewing my case: Dear Andy,



Thank you for contacting us

We are currently reviewing your case. We kindly request that you give our team some additional time to review your request. We will provide an update as soon as it is available.



Should you have any questions or doubts, please do not hesitate to contact us via email support@letslucky.com or via chat.



Thanks for choosing Letslucky.

Best regards,

LetsLucky Team

Thank you very much, invisibletrg42, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@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.

Dear invisibletrg42,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the LetsLucky Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear LetsLucky Casino,

Could you please provide a comprehensive explanation of this case, including the reasons behind the closure of the player's account?

Thank you in advance for your response!

Best Regards,

Kubo

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.

Hey Casino Guru Team, while I'm still sad about my account being blocked, I have at least received the refunds from the casino, so they have refunded me the money I deposited but my account remains closed. Today the crypto refund arrived but my account is still closed and I haven't been able to find out the exact reason yet, I probably won't use LetsLucky anymore

Hey Casino Guru Team, während ich immernoch traurig über die Sperre meines Accounts bin habe ich wenigstens die rückerstattungen vom Casino Erhalten somit haben sie mir das geld das ich eingezahlt habe erstattet aber mein Account bleibt geschlossen. Heute ist der Crypto refund angekommen aber mein Account bleibt immernoch geschlossen wo ich noch keinen genauen grund erfahren konnte, ich werde wohl nichtmehr LetsLucky nutzen

Dear invisibletrg42,

I’m pleased to hear that you’ve received the refund of your deposit and that your issue has been successfully resolved. I will go ahead and mark the complaint as "resolved" in our system.

Unfortunately, we are unable to engage in cases where a casino decides to close a player's account without any involvement of the disputed amount. The casino has the right to close any account at its discretion, and since your funds have already been returned, there is no further reason to continue the investigation.

Thank you for your understanding and cooperation throughout this process. Should you encounter any further issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re here to assist you!

We hope your experience with our services was positive. While we don’t charge fees or accept tips, your feedback is incredibly important to us. We would greatly appreciate it if you could take a moment to share your thoughts on Trustpilot (link here).

An honest review, along with any suggestions for improving our complaint resolution and mediation process, would be extremely valuable. Your insights can help others facing similar issues.

Thank you in advance for your support in helping us enhance our services!

Best Regards,

Kubo