Luck Casino RO - Račun igrača je zatvoren, a sredstva konfiskovana.

Complaint Title: Luck Casino closed my account and confiscated 7,102 RON using predatory verification tactics

Description: I am opening a complaint against Luck Casino (Crowd Entertainment Ltd) regarding the unfair closure of my account and the illegal confiscation of my legitimate balance of 7,102 RON.

My verification process has been dragged out for over a month (since May 6th, 2026, when my first document was approved). Since June 5th, 2026, after a phone call with them, they requested a 6-month bank statement. I sent it multiple times. I have sent around 8 emails daily asking for clear instructions, but they never replied to a single email, only sending automated rejections. To make matters worse, live chat support kept lying to me, stating that my statement was approved, while the website system showed it as rejected.

On June 9th, 2026, I uploaded the bank statement showing transactions from acquaintances and other casinos. The chat agent said it was fine and passed it to the relevant department. Minutes later, I got another automated rejection email. I re-uploaded it under "Other documents" with a clear note explaining it. Within 10 minutes, they completely closed my account with a blunt email: "Contul tau a fost inchis" (Your account has been closed), offering zero explanation.

Today (June 10th, 2026) on live chat, the representative (Tudor C.) explicitly admitted in writing that: "the transactions on your account were cancelled instantly" and "the amounts held in the gaming account have been cancelled". They refused to provide any terms breached and told me to go to the authorities.

They intentionally trapped me in a loop of automated rejections and support lies to avoid paying out my 7,102 RON. I have full screenshot evidence of the unanswered emails, conflicting chat approvals, the account closure notice, and today's chat confession. I request your urgent help to recover my funds.

I still have 30 bucks with other evidence, please tell me where I can send them.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Luck Casino RO.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino and when exactly your account was blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the decision to close your account? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Hello Tomas,

Thank you for getting back to me. Here are the answers to your questions:

Account age and closure: I registered around mid-March 2026, and my account was blocked shortly after.

Games played: The balance was accumulated mainly from Live Casino games (Baccarat) and a few slots.

Bonus usage: No, I did not use any bonus. The balance was achieved strictly using my own deposited funds (real money).

Communication: I am attaching the screenshots of my communication with the casino regarding the account closure to this message / sending them to your email.

Thank you for your help, and please let me know if you need any further details.

Best regards,

Dear Nnyyyyy86,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana (jana.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Romanian Gaming Authority (https://onjn.gov.ro/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (jana.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Jana