LuckyKong Casino - Igračev račun je nepravedno zatvoren, a sredstva konfiskovana.

Hello casino.guru

My name is Anders, a Norwegian citizen, and I am submitting this complaint against LuckyKong Casino due to their unjustified account closure and confiscation of funds.

Timeline of events:

27 August – I created my LuckyKong account and verified my email.

27 August – I deposited €100 via ETH, which was confirmed successful.

27 August – I requested a withdrawal of €1000 via USDTE, which was declined.

27 August – I received a KYC request (ID and utility bill). The casino stated explicitly that I could continue playing freely while documents were processed.

3 September – I uploaded the requested KYC documents: driver’s license (front and back) and a bank statement.

3 September – I submitted another withdrawal request for €1500 via BTC.

5 September – I contacted live chat to ask why my withdrawals were being stalled. I was told management would review the case.

9 September – I received the following message: "Your account cannot be verified and will be closed."

Important note:

All my winnings were generated with real money before even touching the bonus balance. The bonus was untouched at the time of my win, which means the funds in question are entirely from my deposited balance and gameplay.

Legal and contractual issues:

LuckyKong’s conduct represents a serious breach of contract and raises questions of regulatory non-compliance:

Failure to honor legitimate withdrawals. The casino accepted my deposit, allowed gameplay, and only when I attempted to withdraw did they suddenly claim my account could not be verified — despite me providing full, genuine, and valid KYC documentation.

Lack of transparency. A vague statement that "your account cannot be verified" does not constitute a valid or lawful justification for account closure.

Violation of licensing obligations. Licensed operators are required not only to enforce AML/KYC but also to act fairly and transparently toward players. Selectively blocking accounts after successful deposits and gameplay — while refusing to return winnings — is inconsistent with fair play obligations under regulatory law.

Confiscation of real-money winnings. Since my winnings were achieved without using bonus funds, any attempt to withhold them is both unjust and unlawful.

Requested resolution:

I demand that LuckyKong either:

Properly verify my account and immediately process my winnings of about 3000€.

Or Provide a clear, evidence-based, and regulator-compliant explanation for the account closure and confiscation of funds.

If neither resolution is provided, I will consider escalating this matter further by filing complaints with the licensing authority and relevant consumer protection agencies.

Casino.guru, I kindly ask for your assistance in holding LuckyKong accountable and ensuring fair treatment in this matter.

Hello,

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

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

• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Could you please share with me the KYC request you received from the casino and a chat transcript where the casino informed you that your account will be closed? 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

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

I played only slots

I have forwarded them now thanks tomas

Thanks for your reply and information submitted via email.

• Have you submitted any utility bills, in addition to a photo of your ID and a bank statement?
• Were you asked to submit any documents more than once?

Please let me know.

Hello Tomas,

I submitted my bank statement to confirm my home address, and it was accepted without any issues. I was not asked to provide any additional documents.

I have only submitted my documents once and was never prompted to resubmit them.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello secret8975,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite LuckyKong Casino to join the conversation.

Dear LuckyKong Casino,

Could you kindly share more specific information regarding the circumstances that prompted the closure of the player's account and the non-processing of their winnings? I completely understand your authority to require the player to complete a KYC verification; however, it remains unclear why this process could not successfully conclude.

Should there be any factors influencing the situation that cannot be shared publicly, please feel free to share them directly with me at michal.k@casino.guru

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.

Dear secret8975,

I have made several attempts to reach out to the casino, but I have received no response whatsoever. I’m afraid there is not much that can be achieved without cooperation from their 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.

Usually, in the meantime, I would recommend you contact the Anjouan Gaming Authority and submit a complaint to them through the validator on the casino website, but the casino doesn't display its license validator, most likely in an attempt to prevent players from escalating their complaints further.

Although LuckyKong Casino appear to still hold a valid gaming license as they are listed in the Register of License Holders

Currently, the only way to submit a complaint to the authority is via a form on the licence validator page. You may wish to inform the licensing authority that the casino operator (Happy Players LLC) is not offering this option to their players. The greater the number of complaints they receive regarding this matter, the more probable it is that they will take the necessary actions. Regrettably, this is where any potential assistance from our end concerning your case concludes.

I am sorry I could not be of more help on this occasion. I really hope the decrease in the rating caused by unresolved complaints might help to change the casino's approach.

While we cannot assist further with this specific case, please do not hesitate to contact us if you have issues with any other casino in the future, and we will try our best to help if possible.

Kind regards,

Michal

Casino Guru