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Dear Sirs,

I am writing to request clarification regarding the blocking of my account at Lucky VIP Casino and the removal of the balance that was available.

Recently, when attempting to access my account, I discovered that it had been blocked and that the existing balance had been removed. To date, I have not received a clear explanation as to the reasons for this decision.

I would therefore ask for:

The specific reason for the blocking of my account;

The justification for the removal of the balance;

A copy of the terms and conditions on which this action was based;

Information on the procedure for appealing the decision or recovering the funds, should there have been a mistake.

I would appreciate a detailed response as soon as possible.

Yours faithfully,

And if you do not proceed with the refund to my registered IBAN, I request that you delete all my data in accordance with GDPR regulations.

I'm worried about my KYC data, photos and documents

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.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Did you pass the verification before you lost access to the account?
• Did you accumulate your winnings with or without an active bonus?

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,

Attila

Hi Attila,

Thank you for your reply.

The winnings came from playing pragmatic's Mega 3000 roulette.

Regarding the bonus, I received a 100% bonus on the 40 euro deposit I made, I kept 80 euros, and I played roulette until I won the 90, and canceled the 40 bonus to withdraw. but I canceled this bonus before requesting any withdrawals, precisely so that I could withdraw the approximately 90 euros I had in my balance. So the funds I requested for withdrawal were not subject to an active bonus.

As for the verification process, I initially requested the withdrawal and was informed that it would take up to 72 hours to be processed. Subsequently, the withdrawal was canceled and I was informed that I needed to complete the KYC process.

During this process, support informed me that the name registered on my account needed to be corrected to match my documents exactly. I contacted support and asked for the account details to be changed. I was told that the request would be forwarded to the responsible team and that the situation would be resolved.

However, instead of receiving assistance to correct the account details, my account was closed and I received an email informing me that my funds had been withheld and my winnings voided due to the discrepancies found.

What I find worrying is that I followed the instructions provided by the support itself to correct the data and was waiting for the account to be updated. At no point was I given the opportunity to complete this correction before the account was definitively closed and the funds withheld.

Since then, I have been trying to get further clarification, but have received no response from the operator.

I would therefore like this case to be looked at again, as I have shown full willingness to complete the verification and correct any necessary data, as directed by support itself.

I look forward to a reply.

Email vipluck:

Hello,

We are writing to inform you that, following a review of your account and the documents submitted, discrepancies have been identified between the information provided during registration and the verification documents received.

As stated in the Terms and Conditions - Your Account, Section 3.3 - to open an account, a player must provide their name, email address, date of birth and physical address.

According to your Warranties, Section 4.1, by opening an account and using the platform, the player warrants that all data and information provided during registration is true and real, and that this information will continue to be updated in case of any changes.

Furthermore, in accordance with its Warranties, Section 4.3, by opening an account, the player warrants that true and complete information has been provided as requested in the registration form.

The AML and KYC Policy - Account Registration, Section 5.5, further states that supporting documentation may be requested to confirm the accuracy of the information provided during registration, and that any discrepancies may result in account restrictions or refusal to integrate the user.

In addition, under Your Account, Section 3.14, we may close or suspend an account if the player is not complying with the Terms and Conditions, or if we reasonably believe that the player is not complying with them. In such cases, we may cancel and/or void any bets and withhold any money in the account, including the deposit.

Unfortunately, due to discrepancies identified during the verification process, the account was closed in accordance with the applicable Terms and Conditions. As a result, the account balance has been withheld and any related bets or winnings have been voided.

If you have any questions or need clarification on this decision, please contact our Customer Support team.

Olá Átila,

Obrigado pela sua resposta.

Os ganhos foram obtidos jogando na roleta Mega 3000 da pragmatic.

Relativamente ao bónus, recebi um bónus de 100% sobre o depósito de 40 euros que fiz, fiquei com 80 euros, e joguei na roleta ate ganhar os 90, e cancelarar os 40 de bônus para sacar. mas cancelei esse bónus antes de solicitar qualquer levantamento, precisamente para poder levantar os cerca de 90€ que tinha no saldo. Portanto, os fundos que solicitei para levantamento não estavam sujeitos a um bónus ativo.

Quanto ao processo de verificação, inicialmente solicitei o levantamento e fui informado de que o mesmo demoraria até 72 horas a ser processado. Posteriormente, o levantamento foi cancelado e fui informado de que precisava concluir o processo KYC.

Durante esse processo, o suporte informou-me que o nome registado na minha conta precisava de ser corrigido para corresponder exatamente aos meus documentos. Contactei o suporte e solicitei a alteração dos dados da conta. Foi-me informado que o pedido seria encaminhado para a equipa responsável e que a situação seria resolvida.

No entanto, em vez de receber assistência para corrigir os dados da conta, a minha conta foi encerrada e recebi um e-mail informando que os meus fundos foram retidos e os meus ganhos anulados devido às discrepâncias encontradas.

O que considero preocupante é que segui as instruções fornecidas pelo próprio suporte para corrigir os dados e aguardava a atualização da conta. Em nenhum momento me foi dada a oportunidade de concluir essa correção antes do encerramento definitivo da conta e retenção dos fundos.

Desde então, tenho tentado obter esclarecimentos adicionais, mas não recebi respostas por parte da operadora.

Gostaria, por isso, que este caso fosse analisado novamente, uma vez que demonstrei total disponibilidade para concluir a verificação e corrigir quaisquer dados necessários, conforme orientado pelo próprio suporte.

Fico a aguardar uma resposta.

Email vipluck:

Olá,

Estamos escrevendo para informar que, após uma revisão da sua conta e dos documentos enviados, foram identificadas discrepâncias entre as informações fornecidas durante o registro e os documentos de verificação recebidos.

Conforme declarado nos Termos e Condições - Sua Conta, Seção 3.3 - para abrir uma conta, um jogador deve fornecer seu nome, endereço de e-mail, data de nascimento e endereço físico.

De acordo com suas Garantias, Seção 4.1, ao abrir uma conta e usar a plataforma, o jogador garante que todos os dados e informações fornecidos durante o registro são verdadeiros e reais, e que essas informações continuarão a ser atualizadas em caso de quaisquer mudanças.

Além disso, de acordo com suas Garantias, Seção 4.3, ao abrir uma conta, o jogador garante que informações verdadeiras e completas foram fornecidas conforme solicitado no formulário de registro.

A Política AML e KYC - Registro de Conta, Seção 5.5, afirma ainda que documentação de apoio pode ser solicitada para confirmar a precisão das informações fornecidas durante o registro, e que quaisquer discrepâncias podem resultar em restrições na conta ou recusa em integrar o usuário.

Além disso, sob Sua Conta, Seção 3.14, podemos fechar ou suspender uma conta se o jogador não estiver cumprindo os Termos e Condições, ou se acreditarmos razoavelmente que o jogador não está cumprindo-os. Nesses casos, podemos cancelar e/ou anular quaisquer apostas e reter qualquer dinheiro na conta, incluindo o depósito.

Infelizmente, devido às discrepâncias identificadas durante o processo de verificação, a conta foi fechada de acordo com os Termos e Condições aplicáveis. Como resultado, o saldo da conta foi retido e quaisquer apostas ou ganhos relacionados foram anulados.

Se você tiver alguma dúvida ou precisar de esclarecimentos sobre esta decisão, entre em contato com nossa equipe de Suporte ao Cliente.

Dear Player, thank you for your response. Could you kindly provide us with the specific information that has been entered incorrectly? Additionally, could you please help clarify the discrepancies between the account information and the submitted documents?

Thank you for your patience and cooperation.

Dear all,

As previously reported, even before requesting the withdrawal (checkout), I contacted you to ask for the account details to be corrected.

The reason for the discrepancy is that the account was created using information that was previously saved in the browser and was filled in automatically at the time of registration. As soon as I identified the error, I asked for the data to be changed.

I would like to point out that the documents sent have always been correct, valid and belong to the person who holds the account. All the documentation submitted clearly proves the user's identity.

To date, I have not received an objective explanation as to what specific information was found to be incorrect or what concrete discrepancies were found between the account and the documents. For this reason, I would ask you to indicate in detail what data is being questioned and what discrepancies have been identified.

I have the impression that the analysis did not adequately consider the documents sent and the requests for corrections made previously. I reiterate my full willingness to collaborate and provide any additional information necessary to resolve the case.

I look forward to an objective response indicating exactly what discrepancies have been identified and a solution to the situation.

Yours sincerely.

Prezados,

Conforme informado anteriormente, antes mesmo de solicitar o saque (checkout), entrei em contato para solicitar a correção dos dados da conta.

O motivo da divergência é que a conta foi criada utilizando informações que estavam previamente salvas no navegador e foram preenchidas automaticamente no momento do cadastro. Assim que identifiquei o erro, solicitei a alteração dos dados.

Ressalto que os documentos enviados sempre estiveram corretos, válidos e pertencem à própria pessoa titular da conta. Toda a documentação apresentada comprova a identidade do usuário de forma clara.

Até o momento, não recebi uma explicação objetiva sobre quais informações específicas foram consideradas incorretas nem sobre quais discrepâncias concretas foram encontradas entre a conta e os documentos. Por esse motivo, solicito que indiquem detalhadamente quais dados estão sendo questionados e quais são as divergências identificadas.

Tenho a impressão de que a análise não considerou adequadamente os documentos enviados e as solicitações de correção realizadas anteriormente. Reitero minha total disposição para colaborar e fornecer qualquer informação adicional necessária para a resolução do caso.

Aguardo uma resposta objetiva com a indicação exata das divergências apontadas e a solução para a situação.

Atenciosamente.

Thank you very much for your response. After thoroughly reviewing all the available information, I regret to inform you that we will not be able to assist you further with this complaint. Ultimately, it is the responsibility of each player to provide complete and truthful information during the registration process. Casinos are generally within their rights to suspend accounts if this guideline is violated. This is also outlined in the casino's terms and conditions:

4.3. By opening an account on this Website, you warrant that you have provided us with true and complete information as requested in the registration form.

As you have acknowledged submitting incorrect personal details, there is unfortunately little more we can do for you at this time. I can only recommend that you take care to avoid such actions in the future and always enter the registration data correctly.

Due to the aforementioned reasons, this complaint will now be closed. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Attila