LuckyWins! Casino - Dobici igrača su zaplenjeni.

I recently won 139,000 on lucky wins. After trying to withdraw they claimed I had another account but can show me no proof. I’ve searched all of my credentials as well as every email address I have and before I started playing that night I never had an account with them. So they’ve voided all of my winnings and are pressuring me to just accept my deposits back. I cannot find anything that suggests I had another account with this casino and they refuse to show any proof and basically just say "trust me".

Hello sage12322,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with LuckyWins! Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Does anybody else from your household owns an account in this casino?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Yes I opened the account last Saturday and verified on Sunday.

I don’t think anybody has a casino account but maybe.

yesterday and we’ve been going back and forth about my winnings and they want to refund my deposits.

Thank you sage12322 for all the information provided. As we need further evidence from the casino regarding their accusation of multiple accounts, I will be forwarding your complaint to my colleague Kubo (jakub.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thank you

Dear sage12322,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the LuckyWins! Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear LuckyWins! Casino,

Could you please provide detailed information about this case and outline the reasons why the player's winnings were confiscated?

Thank you in advance for your response!

Best Regards,

Kubo

Hi all, 

We would like to thank for the opportunity to address the complaint and clarify the rationale behind our decision to void the player’s winnings and return their deposits. 

The player created their LuckyWins account on 2025-04-06 at 06:08 UTC, claiming a 100% First Deposit bonus and making several subsequent deposits. 

Their first sizeable win took place at 10:31 UTC on the same day, and the player continued to play, eventually requesting a withdrawal of 138,000.00 CAD, consisting of 23 separate transactions of 6,000 CAD each. The last of these transactions was created at 23:29 UTC that same day.

At that point, the player was asked to provide proof of identity, residence, and payment method. During this KYC check, our verifications team discovered a duplicate account and requested an explanation from the player. In their response, the player denied having previously registered an account.

The duplicate account had been created on 2024-07-14 at 10:05 UTC and shared identical first and last names, date of birth, postal address and phone number. Additionally, both accounts had been accessed from the same IP address. 

Considering the extent of the matching information between both accounts, we determined that both accounts had been created by the same person in violation of the Terms and Conditions of our service. Specifically:

"Each player is allowed to create only one (1) personal account.

Creating multiple Player Accounts by a single player can lead, at the sole discretion of the Casino, to termination of all such accounts and cancellation of all payouts to the player. The player shall not provide access to their Player Account or allow using the Website to any third party including but not limited to minors.

Any returns, winnings or bonuses which the player has gained or accrued during such time as the Duplicate Account was active may be reclaimed by us, and players undertake to return to us on demand any such funds which have been withdrawn from the Duplicate Account." 

This led to the decision to cancel the most recent of the accounts, void the winnings and return the deposits to the player. This resulted in cancelled winnings of 128,550.35 CAD and an obligation to return the deposits to the player. 

We have been attempting to contact the player to request their payment details for the return of their deposits. Unfortunately, the player has not been cooperative and has refused to provide the necessary information.

At the time of this response, the issue remains unresolved. We remain ready to refund the player's deposits as soon as they provide the required details. We are also prepared to provide Casino Guru with the exact registration information shared between the two accounts, should it be required.

We hope this clarification helps to explain the matter.

Kind regards,

Lucy @ LuckyWins

Dear LuckyWins! Casino,

Thank you for the detailed breakdown of the situation.

As you suggested, I would appreciate it if you could share all relevant evidence regarding these allegations with me via email at jakub.m@casino.guru. Additionally, I’d like to ask whether the first account had any previous activity such as deposits, withdrawals, gameplay, or bonus claims. Could you also confirm the date of the last login for that account?

Thank you for your cooperation.

Hi Kubo,

Just to confirm that I have sent you the requested details over email.

To address your questions:

• The older account had been used to make three deposits, had casino gameplay and the player made a withdrawal request that was later cancelled.
• The only bonus claimed by either account was claimed for the newer account on 2025-04-13.

Kind regards,

Lucy @ LuckyWins

Dear LuckyWins! Casino,

Thank you for your message.

I have responded to your recent email and am currently awaiting your reply. Once I receive your response, I will share our position on the matter and outline the next steps in the resolution process.

Thank you for your continued cooperation.

Hi Kubo,

Confirming that I've replied to your email.

Kind regards,

Lucy @ LuckyWins

Dear sage12322,

The casino has presented evidence indicating the existence of a prior account associated with you. Could you kindly address this matter?

Were you aware of having created an account in the past? If so, could you please explain the reason for creating a new account instead of continuing to use the original one?

Your clarification will help us better understand the situation and assist you accordingly.

I wasn’t aware that I had if I did before. I’d been trying to quit gambling for a while up to this point and this account was new as far as I’d remembered and I was on one last make or break push. Made it and apparently lost it.

Hello sage12322,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

I would like to add an addendum to my answer. If I had created a second account it was unintentional. I joined and quit a few gaming sites as I lost in an attempt to curb my gambling. If I created a second account as the casino says I did why was I permitted to play until I won and tried to withdraw? I believe my total deposits for that night were close to $12000 and I doubt that would’ve been returned if I lost because they had this policy which wasn’t heavily advertised. I’ve been locked out of this account so I can’t review the records but I’m pretty sure that night was not my first time depositing and losing. So why is this policy only enforced when a player wins and if it’s selectively enforced why is it allowed to be in place at all?

Dear sage12322,

Please note that multi-accounting is a serious violation of the terms and policies at most online casinos, as it compromises the integrity of their systems and operations. Typically, personal data is not continuously monitored or cross-checked across the casino’s database; such checks usually occur during the Know Your Customer (KYC) process. As a result, identifying duplicate accounts in real time is technically challenging and often not feasible.

That said, I want to inform you that I am currently in contact with a representative of the casino and am actively discussing the possibility of at least a partial refund on your behalf.

I will keep you informed of any updates as the conversation progresses.

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.

Hi all,

Thank you for your continued attention to this matter, and in particular for the fair and courteous approach extended to all parties involved. 

As mentioned in the thread, Kubo has been in contact with us following our submission of evidence confirming that the player created two separate accounts. We would like to confirm that, following the discussion, we are prepared to refund the full deposit amount to the player. 

To proceed with the refund, we would need to finish the verification of the player’s account and receive the payment details of the account account to which the refund should be sent.

Once this has been finalised, we will proceed with a refund without any further delays.

Kind regards, 

Lucy @ LuckyWins 

Since this started I have gone bankrupt and I no longer have access to the cards I used on your site.

Dear LuckyWins! Casino,

Thank you for your cooperation.

Dear sage12322,

Do you happen to have an alternative bank account or another payment method where you’d be able to receive your refund?

Thank you.

Yes but they want proof of where the funds came from and that’s hard to do when you can’t access the bank in question. I also think it’s wholly unfair that all I receive is my deposit. I played slot games and never used their bonuses and won that money legit. There was no cheating or thoughts of cheating and I feel I should get at least 50% of my winnings not just the deposit. As I stated earlier they were more than willing to continue accepting deposits and most likely would’ve paid out small amounts but since it was large they point to an obscure rule and say it doesn’t count. This casino and others run by the same company have officially put me into bankruptcy and instead of reaching out and suggesting I take a break they spam me with emails (to this day) asking that I come back and spend more. I’ve spent every last dime I had on this and I never cheated, I played by the rules set by the game. The deposit back isn’t nearly fair it should be 50% of winnings at the bare minimum.

Once again never heard a peep unless I was winning money. When I was losing they were all too happy to let me continue. So in the end this just feels like theft. They based themselves on curaçao in order to skirt regulations that would apply to any normal casino and steal from their players who have little to no recourse.

50% returned to me would at least allow me to keep my house.

Dear sage12322,

I completely understand your frustration. However, it’s important to note that multi-accounting is considered a serious violation of the Terms & Conditions at most online casinos. In such cases, it is standard practice for casinos to close accounts and forfeit all associated balances without issuing any refunds. We support this position as it helps maintain fairness and integrity across platforms.

That said, after a thorough discussion with the casino representative and taking your circumstances into account, we were able to negotiate a refund of your deposits. While I understand this may seem like a minimal resolution from your perspective, it is in fact significantly more than what would typically be offered under these conditions.

I appreciate your understanding.

Dear LuckyWins! Casino,

Could you kindly look into the issue regarding the player's inaccessible bank account and advise on the appropriate next steps?

Specifically, what alternative documents would be acceptable for verifying the player's source of funds, given that he no longer has access to his original bank account? Clear guidance on how the player should proceed in this case would be greatly appreciated.

Thank you for your cooperation.

Hi all,

I can confirm that the verification of the player's account was successfully completed and a full refund has been sent to the specified bank account.

The transaction was processed on 2025-07-03 and should have reached the player in the next 1-2 banking days.

We trust this concludes the issue, but remain available for questions or comments.

Thank you,

Lucy @ LuckyWins

Dear LuckyWins! Casino,

Thank you for your cooperation and for refunding the player's deposits.

Dear sage12322,

As previously mentioned, you created multiple accounts, which the casino has clearly proven. This is a serious violation of their Terms and Conditions, and we support the casino's decision in this matter.

However, after a thorough discussion with the casino representative and considering your specific circumstances, we were able to negotiate a refund of your deposits. While I understand this may seem like a limited resolution from your point of view, it is in fact significantly more than what would typically be offered in cases involving such a clear breach of the rules.

Given the outcome, I must now proceed to close this case as rejected.

For your future reference, I strongly advise adhering strictly to each casino’s Terms and Conditions and avoiding any attempts to gain an unfair advantage—especially through the creation of multiple accounts. While I understand this is not the resolution you were hoping for, the evidence presented is clear and conclusive.

Thank you for your understanding. I’m sorry we couldn’t achieve a more favorable outcome in this instance. Should you experience any issues with this or another casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We're always here to help.

Best Regards,

Kubo