LuckyWins! Casino - Igrački nalog je zatvoren bez razloga.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with LuckyWins! 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?
• What games did you play to accumulate your current balance in the casino? (Which live casino table games?)
• 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 closure of 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

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

I've been a player since mid December 2025. My account was blocked Jan 13, 2026.

What games did you play to accumulate your current balance in the casino? (Which live casino table games?)

I played mostly Baccarat to gain my balance. I've played other live table games here and there like sicbo, roulette.

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

No bonus on account ever. I decided to optout after reading terms and never had a bonus added.

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

I've forwarded the emails they sent to me. Every time I get email i communicate directly thru there support chat and use their email form in the support section. They don't reply and support says that the relative department made the decision and cant be changed. They just responded to my trust pilot review and 

they wrote this response.

" Hi Alexis,

Thank you for taking the time to review LuckyWins Casino.

We have checked your case and can confirm that your account was closed for violating the Casino's Terms & Conditions.

Kind Regards,

LuckyWins Team"

----------

This is ridiculous as I've read their T&C and I have not broken any rules. They wont give me any details are trying to accuse me breaking their rules to avoid paying me out. This is has been truly been an unfortunate event that has inconvenienced my life.

Any update on this? I haven't got any replies from LuckyWins.

Dear AlexisRoss,

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

Okay Thank You. I'm looking forward to hearing from you soon Martina.

Dear AlexisRoss,

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 LuckyWins! 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 and state the reason why the player´s account has been closed?

Thank you in advance for providing the information.

Dear Martina,

We can confirm that the account in question was closed following a failed verification process. During a routine KYC (Know Your Customer) review, our security department identified that the "selfie with ID" provided by the player showed clear evidence of digital manipulation and/or AI generation.

As the submission of fraudulent or tampered documentation is a direct violation of our Terms and Conditions, as well as our regulatory obligations, we have taken the decision to terminate the account permanently.

We remain available to provide the specific evidence of the manipulation, namely the image that was submitted by the player, to Casino Guru team privately upon request.

Kind regards,

Lucy @ LuckyWins

Dear LuckyWins! Casino,

I would greatly appreciate it if you could please send the information to my email address: (martina.b@casino.guru).

Thank you very much for your assistance in advance.

Hi Martina,

Just a quick note to confirm that we have provided you with access to the file, as requested earlier.

Kind regards,

Lucy @ LuckyWins

Greetings, all.

Thank you, LuckyWins! Casino, for providing all the information and the evidence about this case.

Dear AlexisRoss,

Unfortunately, we are forced to reject your case, as the casino has provided us with the evidence that you have indeed violated the terms of the casino.

As we believe, you have provided forged documents to the casino, we are unable to help.

Please know that this kind of behavior we won't support in any case.

Respectfully,

Martina