Luckygem Casino - Igrački račun je zatvoren sa oduzetim dobicima.

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Hello,

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

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?
• How did you learn about your account being 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 issue? 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, thanks for responding.

Could you please advise how long you were a player at the casino and when exactly your account was blocked?

I started playing 11 january at Luckygem looking back at my emails, I won with the welcome bonus, I withdraw 458 dollar. I needed to verified my account so i did and couple days later i received the money. I made multiple deposits at the casino, looking back in emails and my USDT Tronscan around 20 deposits and i have withdraw my winnings 3 times more, In total i received 4 withdraws with my 5th withdraw my account got blocked. 1 July i see my account was blocked when i was trying to see the status of my pending withdraw. I could not login.

How did you learn about your account being blocked?

I made a withdraw. Couple days later i checked, withdraw cancelled, i contacted Livechat support. They told me i need to sent a new proof of address document. I sent it, i made a withdraw again. Couple days later i want to login to check the status of my withdraw. Account blocked, I contacted livechat they told me to sent a email.

What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)

Slots games and I checked before the Bonus terms which games where Excluded, I only played the ones that are alllowed.

Did you achieve your current balance with the help of a bonus?

Yes

Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Dear Hus777,

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, Martina (martina.b@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

Dear Hus777,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Luckygem Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

Dear Martina,

Thank you for bringing this to our attention.

We have carefully reviewed the account and can confirm that the actions taken were the result of an internal review conducted in accordance with our Terms & Conditions.

Following this review, the account was identified as falling within our bonus abuse policy. Specifically, the decision was made pursuant to the following provision of our Terms & Conditions accepted by all players upon registering an account:

6. We may review player accounts at any time. If an account is identified as a "bonus abuser" (e.g., maintaining a 100% bonus-to-deposit ratio), we reserve the right to void all winnings and bonuses and withhold any pending payments.

Our decision was not based on a single transaction or isolated event, but on the overall assessment of the account activity against our promotional abuse policy. As a result, the account was closed and the associated winnings were voided in accordance with the Terms & Conditions accepted upon registration.

For security and fraud prevention reasons, we are unable to disclose the specific internal criteria, detection methods, or account-level findings that formed part of our assessment.

We appreciate Casino Guru's role in reviewing player complaints and hope this clarifies the case.

Kind regards,

LuckyGem Team

Thank you Luckygem Casino for the update!

Can you please send the supporting evidence to my email address?(martina.b@casino.guru)

Thank you very much in advance

Dear Martina,

We contacted you via email address on July 23rd.

Please let us know should you require anything else.

Kind regards,

LuckyGem Team

Dear Luckygem Casino Team,

Thank you for your email. I have now responded and would kindly ask you to review my reply at your convenience.

Thank you very much in advance.

Thank you Martina,

We have replied and provided the requested details.

Kind regards,

LuckyGem Team

Dear Luckygem Casino Team,

Thank you for your email. I have now responded and would kindly ask you to review my reply at your convenience.

Thank you very much in advance.

Dear Martina,

Thank you for your message.

We confirm receipt of your email and have provided our response via the private email thread for your review.

Kind regards,

LuckyGem Team

Dear Hus777,

Thank you for your patience while we carefully reviewed the information provided by both you and the casino.

Based on the available evidence, we do not believe that the bonus-to-deposit ratio alone sufficiently demonstrates fraudulent gameplay, exploitation, or another unfair advantage that would justify confiscating your €372 winnings. We therefore asked the casino to reconsider its decision and pay the disputed balance.

Unfortunately, the casino has chosen to maintain its position. As we have been unable to reach a mutually acceptable resolution and no further meaningful mediation steps remain available, we must now close the complaint as unresolved. This outcome will be reflected in the casino’s safety assessment on our website.

We are genuinely sorry that we could not help you recover the disputed funds and appreciate your cooperation throughout the process.