LuckyDiamond Casino - Баланс рахунку гравця конфісковано.

I setup an account here, made a few deposits and ended up with a balance of $3600. Stopped playing for the night planning to withdraw funds in the morning. However, in the morning my balance had gone down to about $30 with no explanation and I was initially blocked. Got back in and despite several emails to support there has been no reply or explanation as to where nearly $3600 dollars disappeared to.

Dear Cranehigh,

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. 

Did you accumulate your winnings with or without an active bonus?

Is there any possibility that someone logged into your casino account?

Could you please share your bet history?

Could you please share your communication with the casino regarding the canceled withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Dominika

Hi,

in answer to your questions:

No welcome or deposit bonus was used.

I don’t think anyone else could have logged in and there are no withdrawals shown.

in terms of bet history, I can’t easily get this from the website.

I will email copies of comms to the email address you supplied.

thank you.

couple of extra screen shots. One shows what my balance had dropped to overnight and other shows that I was blocked from accessing the site for a while

Dear Cranehigh, thank you for the information provided.

Kindly request your bet history from the casino in Excel format.

Has the casino explained the reason for your balance drop?

Can you currently access your casino account?

Hi,

I have requested this from the casino and cc’d you on the request.

yes, I can currently access the site.

thank you

Dear Cranehigh, have you received any response from the casino?

No, not had a response yet.

Dear Cranehigh, do you have any updates regarding the requested bet history?

No, I haven’t had any reply from them at all.

Thank you very much, Cranehigh, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear Cranehigh,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite LuckyDiamond Casino representative to join this conversation.

Dear LuckyDiamond Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka