Luckygem Casino - opšta diskusija

Perfect casino

Can you say what specifically?

I think other players could use it.😀

I would like to file a complaint against Lucky Gem, which is operating illegally and refuses to refund my deposits.

Here is my situation:

I deposited a total of €297 and verified my account when I registered. Later I won up to €1,500 and requested a withdrawal. Instead of processing it, Lucky Gem cancelled my withdrawal saying my "zip code was not on the ID anymore", even though they had already accepted my documents before. They asked me to email all my personal information again and told me it would take only 30 minutes.

While waiting for verification for many hours, I asked support multiple times, but they kept delaying and telling me to wait. Because of the stress and uncertainty, I continued gambling and my balance dropped significantly. Only *the next morning*, when I had about €500 left, they suddenly approved the withdrawal request — but still did not process it. Eventually the entire balance was lost.

Important:  

I am registered in **CRUKS** in the Netherlands due to a gambling addiction. Licensed casinos cannot allow me to play. Lucky Gem is unlicensed and illegally allowed me to deposit and gamble, which is a serious violation of Dutch law.

When I asked for a refund of my deposits due to illegal operation and CRUKS violation, they replied with a message saying my case was sent to "Compliance" and would take **3–6 months**. This is clearly a stalling tactic used by unlicensed casinos. Legitimate operators process complaints within days, not months.

Lucky Gem is:

• operating without a Dutch gambling licence  

• accepting CRUKS-registered players  

• cancelling valid withdrawals without reason  

• delaying verification until the player gambles the money back  

• refusing to process refunds  

• providing fake "compliance reviews"  

• ignoring responsible gambling rules  

I am requesting Casino Guru’s assistance in recovering my €297 deposit, as these funds were taken illegally and under false pretenses.

I can provide chat logs, emails, screenshots, and any other evidence you require.

Thank you in advance for your help.

According to our information, this casino doesn't accept players from your country.

Have you used a VPN to register and play there by any chance? 🤔

How come they verified your account? What documents did you send them, please?

Casino with a good variety of games and attractive bonuses. The platform is decent, but customer service could be improved and the terms and conditions are somewhat confusing overall.

Casino con buena variedad de juegos y bonos atractivos. Plataforma correcta, pero atención al cliente mejorable y condiciones algo confusas en general.

Thanks for the information.

If you could improve customer support, how would you do it? Regarding the terms, what specifically is confusing? Is there something you don't understand, and if so, what?

Great casino.. Fun!

Can you tell us more about your experience? 😀

I will probably file a complaint because this casino refuses to pay me out. On March 19th, I requested a withdrawal, which was initially canceled because I first had to verify my account. That was acceptable to me. After successfully completing the verification, I requested another withdrawal and received a confirmation email stating that my withdrawal would be processed within 48 hours. When this didn't happen, I inquired and was told to give them time. My withdrawal still hasn't been processed, and my emails have been ignored for two days. No response whatsoever. No one in the live chat is willing to help; they only say they'll forward it.

Ich werde wohl auch eine Beschwerde einreichen, denn dieses Casino will mich nicht auszahlen. Am 19.3 beantragte ich eine Auszahlung,diese wurde erst mal storniert weil ich erst mein Konto verifizieren musste. Das war noch ok für mich. Nachdem ich dann die Verifizierung bestanden hatte,beantragte ich nochmals eine Auszahlung und bekam die Bestätigungs Email das meine Auszahlung innerhalb 48 std bearbeitet wird. Als dies nicht geschah fragte ich nach und bekam als antwort, ich solle ihnen Zeit geben. Meine Auszahlung wurde immer noch nicht bearbeitet und meine Emails werden seit 2 Tagen ignoriert. Keine Reaktion. Im livechat möchte auch niemand helfen,da kommt nur die antwort, sie leiten es weiter.

Hello Gretche70, I understand this is inconvenient, but on the other hand, a complaint is not an instant solution. Just a kind reminder, if you do not mind, the casino has 14 full days to resolve the situation; only if they fail are we in a position to step in actively.

Live chat workers are usually not very helpful, as you found out; they are not involved in the transaction process, so actually they can only forward a concern.

It's a fresh casino, so I sincerely hope it won't take longer.

Does this casino accept players from Germany?

Although your site says no, I was able to log in without a VPN, hence the question.

Akzeptiert diese Casino Spieler aus Deutschland?

Bei euch steht zwar nein, aber anmelden konnte ich mich ohne VPN, daher auch die Frage.

Hello, that's a great question.

Basically, we do not say whether it is technically possible to register, but rather what is allowed by the casino. So, if your country is listed among the allowed countries, it should be okay. If the review states that the casino does not accept players from Germany, it is advisable to double-check the rules to confirm that Germany is not listed among the restricted countries and to see if the casino allows VPN usage.

I found this particular warning on our website saying, "Important: VPN not allowed: This casino doesn’t allow players to use VPNs. Be careful because if you’ll access this casino using VPN, it may in the future use it against you and void your winnings."

I did not use a VPN. Registration and verification were also successfully completed.

No payout has been processed by the casino. Support has repeatedly given the runaround. Furthermore, they stated that they have no idea what the finance team is doing and cannot contact them.

The payout was initially processed, but then remained pending for five days before being cancelled. This cycle then repeated continuously.

I advise everyone to be cautious when using this casino.

Ich habe keinen VPN genutzt. Die Registrierung und Verifikation wurde zudem erfolgreich abgeschlossen.

Eine Auszahlung durch das Casino hat nicht stattgefunden. Dauerhaft wurde durch den Support vertröstet. Zudem wurde mitgeteilt dass sie keine Ahnung haben was das Finazteam macht und sie auch kein Kontakt mit denen aufnehmen können.

Die Auszahlung konnte zwar getätigt werden. Blieb dann 5 Tage auf Ausstehend stehen und wurde danach abgebrochen. Dies passierte dann in dauerschleife.

Ich rate jedem zur vorsicht dieses Casino zu nutzen.

At least it seems that the VPN and the country are not an issue. But I understand that payouts should be clearly carried out, and roundabouts do not build trust in casinos' services. What sort of explanation are you getting, if I may ask?

It's quite common that no other team has access to finance schedules. 🙁 Which obviously makes the updates less fluent. However, repeated cancellation deserves proper handling. No questions about that.