Lucky Pays Casino - Povlačenje igrača je odloženo, a problemi sa nalogom ostaju nerešeni.

I’ve been in communication with Lucky Pays since August 2025 regarding an outstanding balance of €97,000. Despite sending multiple emails and proof of my account, the company has continued to ignore all correspondence, even after being contacted by my lawyer.

In January 2025, Lucky Pays processed a so-called "goodwill payment" to my account proof that they clearly recognized my account and the funds owed. Yet now, they falsely claim they "can’t locate my account," while still holding the remaining balance.

This behaviour is unacceptable and deceptive. The platform has also been operating illegally in the Netherlands, without the required gambling license. These facts have been documented and are now part of an ongoing legal action.

I strongly warn others not to deposit or play on this platform until it becomes transparent and properly regulated.

Consumers deserve protection , not excuses, lies, and silence.

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Dear Honest.Rater.27,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Lucky Pays Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Could you please explain how did you loose an access to your account?
• Do you have any screenshots from your account proving the ownership, please?
• When did you loose the access and how exactly has it happened, please?

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,

Katarina

Dear Katarina,

Thank you for your reply.

To clarify the situation: I lost access to my Lucky Pays account after I tried to withdraw my full winnings of €197,000. During the withdrawal process, the casino suddenly claimed that one of my bets was not allowed and blocked my account without warning.

After a long discussion, they eventually transferred €100,000, calling it a "goodwill gesture." However, this amount was part of my legitimate winnings , not a bonus or a favour. The remaining €97,000 was never paid, and my account has been permanently closed ever since.

I have a screenshot showing my total winnings of €197,000 before the block, and confirmation of the €100,000 payment that followed. This proves that the account was mine and that Lucky Pays was fully aware of my details.

Since then, I have repeatedly tried to contact their support team using the same registered email address but they now pretend they cannot find my account.

Additionally, I have since discovered that Lucky Pays operates without a valid gambling license in the Netherlands, which makes their actions unlawful and unfair towards players.

My goal is simple: I want to receive the remaining €97,000 that rightfully belongs to me.

Thank you for your time and support in helping resolve this case. I can provide all screenshots, payment confirmations, and email correspondence if needed.

Dear Honest.Rater.27,

thank you for your message and patience.

• Could you please specify the exact date of your account block?
• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?  
• Did you pass the verification before you lost access to the account?  
• Did you accumulate your winnings with or without an active bonus?  

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,  

Katarina

Dear Katarina,

Thank you for your message. Please find the requested details below:

Date of account block: Around 20 December 2024

Game(s) played: Mainly Crazy Time (Live Casino)

Verification status: Fully verified long before the account block all KYC checks were completed and approved

Bonus usage: My winnings were accumulated without any active bonus

Additional context:

After my account was blocked in December 2024, I was later contacted in January 2025 and offered a "Goodwill Settlement" of €100,000, even though my total verified winnings amounted to €197,000.

The casino clearly knew they were at fault, as they partially paid me while withholding €97,000 without legal grounds. This was done very discreetly, and now they pretend to have no record of my account or previous payments even though all documentation and correspondence prove otherwise.

I was unaware at the time that LuckyPays (EOD SRL) was operating illegally in the Netherlands, but since learning this, I understand that I have the right to recover the full withheld amount.

Please let me know if you require supporting documents such as the Settlement Agreement, payment confirmation, other stuff

Dear Honest.Rater.27,

thank you for your reply.

Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Dear Honest.Rater.27,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Katarina
Casino.Guru

We’ve reopened this complaint at the request of Honest.Rater.27. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Honest.Rater.27,

Please forward all communications, as was previously requested, to my email address, katarina.d@casino.guru.

Kindly notify me here in this thread once the email has been sent.

Katarina

Dear Honest.Rater.27,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I have send all the information to the e-mail

Dear Honest.Rater.27,

thank you for your message.

I was unable to find your email. Would you mind sending it again to katarina.d@casino.guru?

Kindly notify me in this thread once the email is sent.

Looking forward to your reply,

Katarina

Dear Honest.Rater.27,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I will,

thankyou !

Dear Honest.Rater.27,

I have looked for your email but was unable to locate it. Could you please resend it to katarina.d@casino.guru at your earliest convenience?

Looking forward to your reply,

Katarina

Dear Honest.Rater.27,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Katarina
Casino.Guru

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Player's additional info:

I will send al the communication and screenshots by e-mail tomorrow !

Hi Honest.Rater.27,

Thank you for getting back to us.

I would like to inform you that I have taken over your complaint, as Katarina is no longer part of our team. I will be assisting you further and doing my best to move your case forward.

To help us proceed with the investigation, please send all relevant communication related to your case (emails, chat transcripts, screenshots, or any supporting documents) to petronela.k@casino.guru.

Thank you in advance for your cooperation, and I look forward to your reply.

Dear Honest.Rater.27,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hoi Petronella,

can you check if you have the mail with al my documents ?

Dear Honest.Rater.27,

Thank you for your message.

At the moment, I have not received any email with your documents.

Could you please confirm which email address you sent them to and when they were sent? If possible, kindly resend the email to petronela.k@casino.guru and make sure to include your complaint reference in the subject line so we can identify it quickly.

I look forward to your clarification.

Dear Honest.Rater.27,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.