Newlucky Casino - Dobici igrača se konfiskuju.

SCAM

After I won 33 000 euro. They are refusing to pay out and stole my winnings. They say that I'm not the one who was playing and scammed the slotmachine. That its not my account. How is that even possible.😅 Luckily I recorded and screenshotted everything.

I won. And they can't stand people who win and do everything to prevent that.

Can anyone provide info of their licenseholder and number ?

Important notice:

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

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’re experiencing. To better understand your situation, please allow me to ask you a few questions:

• Could you please send me a link or a screenshot of the bonus you activated and played with?
• What types of games did you play while the bonus was active? Did you mainly play one game, or did you switch between multiple games?
• Kindly describe your gaming style in more detail (for example, bet sizes, frequency of play, or any noticeable changes during the bonus play).
• Have you successfully completed the full KYC verification at this casino?

If you're interested in finding out more about Newlucky Casino's license, I recommend checking out our review at the following link: https://casino.guru/newlucky-casino-review

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Attila

Dear player,

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.

Hi Atilla. I sended you an email so we can discuss further privately as well.

Regards [Redacted]

Hello Zina33,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila 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 Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for providing the additional information.

Before we proceed, could you please provide the following:

• Evidence confirming that your KYC verification was successfully completed before the disputed winnings.
• The casino's communication stating the exact reason why your approximately €33,000 in winnings were confiscated.
• The recording of the video verification call you mentioned, if you still have it available.

You can forward the evidence to me at attila.g@casino.guru.

Thank you for your cooperation.

Best regards,

Attila

Hi Atilla,

The email you sended is not correct. My emails are not being received by you.

In We transfer to send you the video it says your email is also not correct.

Can you confirm you received my emails?

Kind regards,

[Redacted]

Thank you for your response. Unfortunately, I have not yet received any emails from you. Please understand that we will be unable to proceed without the necessary supporting evidence. As I mentioned previously, you can reach me at attila.g@casino.guru. If you have difficulty reaching me there, you can also send the information to complaint@casino.guru, or you may attach any relevant screenshots directly in this thread. Thank you for your cooperation.

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, Barbora (barbora.p@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,

Attila

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Newlucky Casino representative to join this conversation.

Dear Newlucky Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

For update:

My (new) lawyer is also investigating this case and watching the conversation here.

Regards,

Sheryl

Hi Barbara, I just sended you an email with more information.

Regards Sheryl

Dear Sheryl,

Thank you for the additional information. I received your email and noted the details about your internet provider and the change of address.

I’ve already contacted Newlucky regarding your case, so for now we’ll need to wait for their response and clarification. Once they get back to us, we can look into this further.

Thank you for your patience.