Newlucky Casino - Рахунок гравця закрито, а виграш конфісковано.

My account was blocked for no reason. They claimed I was playing poker dishonestly, but I was ONLY playing slots. I deposited 500 euros and, after 10 minutes, won 900 euros and requested a withdrawal of 1400 euros. That's all I did, without breaking any rules. Not only did they not pay out my winnings, but they also TOOK my deposit.

It took a lot of effort to get a response from customer support, and they pointed to reasons for blocking outlined in points 9.2 and 9.3. However, I didn’t violate any rules; I was just playing regular slots, and the casino took my money unjustly. I request that my funds be returned to me and my account be unblocked.

Мне заблокировали аккаунт ни за что( сказали что я в покер играл нечестно, но я играл ТОЛЬКО в слоты) , я внес 500 евро, через 10 минут выиграл 900 евро и поставил 1400 на вывод, все что я сделал, ничего не нарушая, мало того что мне не выплатили выигрыш, да еще ЗАБРАЛИ мой депозит 

Ели как добился ответа от тех поддержки, указали причины блокировки пункты 9.2 и 9.3 , но нарушений с моей стороны нет, я просто играл в обычные слоты, а казино забрали мои деньги ни за что. Прошу вернуть мне мои средства и разблокировать аккаунт

Dear blachgiselle,

Thank you very much for submitting your complaint.

I’m sorry to hear about the frustrating situation with your account being blocked and your funds being confiscated. I understand how upsetting this must be, especially as you believe you have not violated any rules.

To assist you more effectively and investigate your case, could you please provide us with the following details:

• Did the casino provide any specific evidence or explanation regarding their claims of dishonest play, particularly about points 9.2 and 9.3 in their terms? For your reference, the relevant section of the terms can be found here.

• Were you using any VPNs, proxies, or similar services while playing or withdrawing funds?
• Have you ever been involved in any activities or behaviors on the platform (e.g., sharing your account, simultaneous login from multiple devices) that the casino might have interpreted as improper?
• Could you provide any relevant screenshots, emails, or chat transcripts from your interactions with the casino’s support team? This would help us better understand their rationale and your efforts to resolve the issue.

Additionally, please forward any communication or evidence related to your case to petronela.k@casino.guru. This will allow us to present a more complete and accurate account when reaching out to the casino on your behalf.

Your cooperation is critical for us to investigate thoroughly and advocate for a fair resolution. The details you provide will help ensure that we leave no stone unturned in reviewing your case.

I hope we will be able to help you to resolve this issue as soon as possible. Meanwhile, we appreciate your patience after you reply and while we investigate the issue.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

I wrote to the tech support on the site, at first they didn't want to give me an answer, I barely got an answer from the manager, they don't have any evidence, because I didn't violate anything

I didn't use any VPN on my account, I didn't cooperate with anyone, I just saw this casino with a good rating on Casino Guru and decided to play, I'll attach screenshots below

Я писал в тех поддержку на сайте, сначала мне не хотели давать ответ, я ели добился ответа от менеджера, никаких доказательств у них нет, потому что я ничего не нарушал

Никакие vpn я не использовал на аккаунте, ни с кем не сотрудничал, просто увидел на казино гуру это казино с хорошей оценкой и решил поиграть, ниже я прикреплю скрины

Hello, tell me at what stage is the case? Should I still wait for an answer?

Здравствуйте, скажите на каком этапе дело? стоит ли мне еще ждать ответа?

Thank you very much, blachgiselle, 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 your issue is resolved to your satisfaction in the near future.

Dear blachgiselle,

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 Newlucky Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Newlucky Casino,

Could you please provide detailed information about this case and outline the reasons why the player's account was closed and their winnings were forfeited?

Thank you in advance for your response!

Best Regards,

Kubo

I would like to clarify that in addition to the winnings, they took away my property, my deposit of 600€, which was not even spent on bets

Хочу уточнить, что помимо выигрыша, у меня забрали мою собственность, мой депозит в размере 600€ , который даже не был израсходован на ставки

Dear Aibat and CasinoGuru Team,

We understand your concerns regarding the account block and fund deduction and would like to provide clarification.

After conducting an internal antifraud review, it was determined that your account was involved in a fraudulent scheme using delayed rounds. Based on this investigation, and in accordance with sections 9.2 and 9.3 of our Terms & Conditions, the decision was made to block your account and deduct all remaining funds due to a violation of our rules.

Additionally, regarding your failed deposit, our security checks flagged the transaction due to suspected fraudulent activity, which led to its automatic rejection. If the funds have not yet been returned to your bank account, please contact us and provide a bank statement in PDF format covering the period from 19.01.2025 until the date of your request so we can investigate further.

For full transparency, you can review the relevant sections of our Terms & Conditions here: https://newlucky.com/policy/terms-of-use. Additionally, we have attached a supporting screenshot for reference: https://prnt.sc/HpMutYTWuxkd .

If you have any further questions, please let us know.

Best regards,

NewLucky Casino Team.

Dear Newlucky team, tell me, will you answer me? What do you, what is your tech support on the site, what is your tech support by mail not answer me, I ask you to give a clear answer here and in the future Curacao

Уважаемая команда Newlucky , скажите вы мне ответите? Что вы, что ваша тех поддержка на сайте, что тех поддержка на почте мне не отвечают, прошу вас дать четкий ответ тут и в дальнейшем кюрасао

Dear Newlucky Casino, how long will you ignore me?

Дорогое казино Newlucky, сколько вы еще будете меня игнорить?

Dear Newlucky Casino,

Thank you for the clarification.

In order to consider your claims regarding the alleged fraudulent scheme, they need to be verifiable and supported by concrete evidence. Could you please substantiate these claims by providing the player's game history and detailing exactly when and how the player engaged in this scheme?

Please send the requested game logs in XLSX or CSV format to my email address at jakub.m@casino.guru.

Thank you for your cooperation. I look forward to your response.

Newlucky, how much longer will you ignore me? Are you deliberately dragging out the maximum amount of time so that I would let go of this situation? Well, no, I will achieve my goal.

Newlucky, сколько еще вы будете игнорить? Вы специально тянете максимальное количество времени что бы я отпустил эту ситуацию? Так вот нет, я добьюсь своег

Dear Aibat and CasinoGuru Team,

Thank you for reaching out. We take all concerns seriously and are currently in the process of compiling detailed information and evidence regarding the fraudulent activity detected on your account, specifically related to the use of delayed rounds.

Our system, along with an internal antifraud check, flagged this activity as a violation of our Terms and Conditions. We have gathered all relevant details to present a clear and transparent explanation of our findings. A comprehensive response has been sent to the address you provided.

We appreciate your patience and cooperation during this time. If you have any additional questions, feel free to reach out.

Best regards,

NewLucky Casino Team.

Dear Newlucky Casino,

Thank you for providing the additional details. I have responded with further inquiries and would kindly ask you to address them at your earliest convenience.

Looking forward to your reply.

Dear Aibat and CasinoGuru Team,

Thank you for reaching out. We take all inquiries seriously and strive to provide transparent and detailed responses regarding our case assessments.

As requested, we have compiled and sent the additional information to the email address you provided. This documentation includes all relevant details to clarify the concerns raised in this complaint.

We appreciate your cooperation and are available should you require any further clarification. Please do not hesitate to reach out.

Best regards,

NewLucky Casino Team.

Dear Newlucky Casino,

Thank you for providing the supporting evidence and for your thorough review and explanation of this case.

Dear blachgiselle,

Unfortunately, the casino has provided clear evidence showing an attempt to misuse the claimed bonuses. The records indicate the use of a tactic known as "delaying rounds," which involves intentionally postponing the completion of a game round - such as a slot spin or bet - while playing with bonus funds. This method is used to unfairly transfer bonus funds to the real balance after meeting wagering requirements, a practice that is strictly prohibited by most online casinos.

Such actions violate fair play policies and the casino’s terms, which can result in consequences such as account restrictions, forfeiture of winnings, or other penalties.

Given these findings, I must reject your complaint as unjustified.

For future reference, I strongly advise adhering to the casino’s Terms and Conditions and engaging in fair gambling practices. This ensures a smooth gaming experience and helps avoid potential penalties or disqualifications.

While I regret that I couldn’t provide a more favorable resolution in this case, please feel free to reach out to our Complaint Resolution Center if you experience further issues with this or any other casino. We are always here to assist.

Best Regards,

Kubo