Luckmore Casino - A conta do jogador foi encerrada.

About a week ago, I registered at the casino. I used the link from Casino Guru. The link led to https://luckmore-goldenchain.xyz/. I registered there, and my account was successfully verified. I contacted support regarding verification and withdrawal requests (only Visa and crypto were possible). It was clearly a real person and not a chatbot on the other end. After the casino consistently rejected my Visa withdrawal requests, I successfully deposited crypto (Tron). Since only the last deposit method is valid for withdrawals according to the terms and conditions, I then initiated a withdrawal to Tron via the casino's withdrawal form. The deposit was made from a verified Trust Wallet account. Hours later, my account was blocked. There was absolutely no communication from the casino regarding this. My inquiry to support about what was going on went unanswered. Now I can guess why! I've now done some research: According to Google, the company Ferzo Holding Limitada, which is listed in the website's footer, doesn't even exist. When I click the link to the casino in question via Casinoguru today, I'm suddenly redirected to luckmoredestiny.xyz – the page remains black with the white text: loading…

That I was blocked is clear to me under these circumstances: This is all a huge scam!!! I had a big win during a slot game and was overjoyed. I thought I'd finally had some luck. Yeah, right! I was cheated out of my winnings. At the time of the ban, I had a balance of €60,000 in my casino account. I fell victim to a scam.

Vor ca. 1 Woche habe ich mich bei dem Casino registriert. Den Link zum Casino habe ich von Casino Guru benutzt. Der Link fûhrte zu https://luckmore-goldenchain.xyz/ Dort habe ich mich angemeldet, mein Konto wurde erfolgreich verifiziert. Ich hatte Kontakt mit dem Support betreffend Verifizierung und Auszahlungsanfragen (nur Visa und Krypto möglich). Es war offensichtlich eine reale Person und kein Chatbot am anderen Ende. Nachdem Visaauszahlungsanfragen permanent abgelehnt wurden vom Casino, habe ich krypo (tron) erfolgreich eingezahlt. Da als Auszahlungsart nur die letzte getätigte Einzahlungsmethode gültig ist gemäss AGBs, habe ich darauf hin eine Auszahlung in tron gestartet über die Casino Auszahlungsmaske. Eingezahlt wurde von einem verifizierten trust-wallet-account. Stunden später war mein Account gesperrt. Es fand seitens des Casinos keinerlei Kommunikation statt diesbezüglich. Meine Anfrage an den support was los isr wurde nicht beantwortet. Inzwischen kann ich mir denken, warum!!! Nun habe ich recherchiert: Die Firma Ferzo Holding Limitada die im Footer der Seite angegeben ist, gibt es laut google garnicht. Wenn ich heute den Link des betreffenden Casinos anklicke via Casinoguru komme ich plötzlich auf die Seite luckmoredestiny.xyz - die Seite bleibt schwarz mit einem weissen Text: loading…

Dass ich geblockt wurde, ist mir unter diesen Umständen klar: Das ist alles ein riesiger Betrug!!! Ich hatte während eines Slotspiels einen grossen Gewinn erzielt, war überglücklich. Ich schien einmal im Leben Glück zu haben. Ja von wegen! Ich wurde um meinen Gewinn betrogen. Zum Zeitpunkt der Sperre hatte ich ein Guthabem auf dem Casinoaccount von 60"000 Euro. Ich bin auf einen Scam reingefallen

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Luckmore Casino. From my perspective both links lead to the correct casino website.

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?
• How did you learn about your account being blocked?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• 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 issue? 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

I registered at the beginning of July, I don't remember the exact date. I verified my account via the casino's website. The upload function for the usual documents didn't work. I interpreted this as a compatibility issue with my iPhone and contacted support. They replied that I didn't actually need to verify my account, but I wanted to anyway. With the help of chat support, I then completed the verification process. I verified my email address and phone number and also sent a passport document. My account was then displayed as verified with a blue checkmark.

I made deposits using Visa, Apple Pay, and one (final) deposit using cryptocurrency. Everything worked fine.

I played exclusively slots. I had a huge win playing Sizzling Bison by Wazdan. No bonus! I even took a screenshot because it was the best day of my life…

Regarding the bonuses: I was extremely careful not to activate any bonuses. However, during gameplay and while attempting to withdraw money, I still received an error message twice stating that I had active bonuses. When I contacted chat support, they said they had placed them on my account and asked if I wanted to activate them. Of course not! They were then deleted. They had simply placed them without my consent. Bonuses are awarded for leveling up in the casino (pop-up window). I closed these windows and never confirmed anything. And there was NEVER an active bonus in my account's bonus section. I had this happen multiple times.

controlled.

Block: No communication from the casino. I was suddenly blocked. No more access to the chat. Inquiry via support@luckmore No reply. Spam folder checked, of course.

Screenshots of the big win are attached. And also of the account balance immediately after the win (clearly visible from the time in the top left). From that moment on, I was naturally even more interested in making a withdrawal. I created an account with Bitpanda and a Trustwallet for this purpose, both verified, by the way. I then bought a small amount of Tron crypto there and successfully deposited it into the casino. Then I submitted a withdrawal request for €50. And now I'm blocked.

The casino only offers two withdrawal options: Visa and cryptocurrency. Although the terms and conditions repeatedly mention bank transfers, my inquiry with chat support was met with the response that bank transfers were not possible.

Crypto is new territory for me, so I initially wanted to avoid it. But I ended up spending Sunday setting up the necessary accounts and learning the basics. After all, I wanted to receive my profits.

Account balance at time of blockade: 60000 euros.

My wish is that they transfer the money that was credited to my account. To my account. They have all my bank details. I gave them to them twice in chat, hoping they would transfer the money. Of course, I never want to play there again after that. They can then delete my account if they like. But my gut feeling tells me that my money is gone.

Registriert hatte ich mich Anfang Juli, ich weiss nicht mehr genau wann. Verifiziert habe ich mein Konto über die Website des Casinos. Die Uploadfunktion für die üblichen Dokumente hat nicht funktioniert. Ich habe das als fehlende Kompatibilität mit dem iphone interpretiert, und den Support kontaktiert. Dort kam die Antwort, ich müsse mich eigentlich nicht verifizieren,wollte das aber tun. Mit Hilfe des Chat-Support hab ich das dann gemacht. Mailadresse, Telefonnr verifiziert, ausserdem ein Reisepassdok. gesandt. Mein Konto war daraufhin mit blauem Haken als verifiziert dargestellt.

Ich habe Einzahlungen getätigt mit Visa, mit Apple Pay und eine (letzte) Einzahlung mit krypto. Das hat alles funktioniert. 

Gespielt habe ich ausschließlich Slots. Ich hatte einen sehr grossen Gewinn bei dem Spiel Sizzling Bison von Wazdan. Ohne Bonus! Ein Screenshot ist vorhanden, weil eigentlich bester Tag meines Lebens…

zu den Bonussen: Ich habe extrem darauf geachtet, dass ich KEINE Bonusse aktiviere. Während des Spielverlaufs bzw. während der Versuche, Geld auszahlen zu lassen hatte ich trotzdem zweimal die Fehlermeldung, ich hätte Bonusse aktiv. Auf Anfrage beim Chatsupport meinten sie, sie hätten sie hinterlegt, ob ich sie nicht aktiviren will. Nein, natürlich nicht! Daraufhin wurden sie gelöscht. Sie hatten sie einfach ohne mein Einverständnis hinterlegt. Bonusse bekommt man, wenn man im Casino-Level aufsteigt (Popup-Fenster). Die Fenster hatte ich weggeklickt, nie etwas bestätigt. Und in meinem Bonusbereich im Benutzerkonto war NIE ein Bonus aktiv. Hatte mehrfach

kontrolliert.

Sperre: Keine Kommunikation seitens des Casino. Auf einmal war ich blockiert. Kein Zugriff auf den Chat mehr möglich. Anfrage via support@luckmore ohne Antwort. Spamornder natürlich kontrolliert.

Screenshots vom grossen Gewinn anbei. Und auch vom Kontostand direkt nach dem Gewinn (an der Uhrzeit oben links gut erkennbar). Ab dem Moment war ich natürlich noch mehr daran interessiert, eine Auszahlung zu tätigen. Ich habe mir dafür ein Konto bei bitpanda und eine trustwallet erstellt, alles verifiziert übrigens. Dort dann eine kleine Menge tron-krypto gekauft und erfolgreich ins Casino eingezahlt. Dann eine Auszahlungsanfrage über 50.- gestellt. Und jetzt bin ich geblockt.

Im Casino gibt es nur 2 Auszahlungsmöglichkeiten: Visa und krypto. Obwohl in den AGBs immer wieder von banktransfer die Rede ist. Auf meine Anfrage an den Chatsupport hin kam deren Antwort, es sei kein Banktransfer machbar.

Krypto ist Neuland für mich, darum wollte ich das zuerst vermeiden. Habe aber schlussendlich den Sonntag damit verbracht die entsprechenden Konten anzulegen und Basics zu lernen. Ich wollte ja schliesslich meinen Gewinn erhalten.

Kontostand bei blockade 60000.- Euro.

Mein Wunsch wäre es, dass sie mir mein Geld das auf dem Konto gutgeschrieben war überweisen. Auf mein Konto. Sie haben alle meine Kontodaten. Ich hatte sie ihnen 2x im Chat kommuniziert, in der Hoffung dass sie überweisen. Natürlich will ich danach nie wieder dort spielen. Sie können dann gerne mein Konto löschen. Mein Bauchgefühl aber sagt mir, dass mein Geld weg ist.

Dear littlefighter,

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

Dear littlefighter,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear about the issue you have with the casino.

I will now contact Luckmore Casino outside this complaint thread and let you know any new information once I receive it.

Thank you for being patient

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 Martina, thanks for your efforts. I'm curious to see if there's a response. I haven't completely given up hope yet. Unfortunately, I'm still waiting for a read receipt for an email I sent to casino support requesting that my case be forwarded to management. I strongly suspect you won't hear anything from them either. In my opinion, everyone who wins at that casino is being ripped off. Their payout and communication methods strongly suggest this. I know I've been cheated, and I assume others are experiencing the same thing, or will experience it in the future.

Hallo Martina, danke für euer Engagement. Ich bin gespannt, ob eine Reaktion kommt. Ganz gebe ich die Hoffnung noch nicht auf. Ich selbst warte leider bis heute auf eine Lesebestätigung einer Mail an den Casinosupport in der ich darum gebeten hatte, meinen Fall an das Managment weiterzuleiten. Ich vermute stark, dass auch ihr nichts von denen hören werdet. Meiner Meinung nach werden in dem Casino alle, die gewinnen abgezockt. Die Auszahlungs- und Kommunikationsmethodik sprechen stark dafür. Ich weiss, dass ich betrogen wurde und gehe darum davon aus, dass es anderen wohl auch so geht bzw. gehen wird.

Dear littlefighter,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its 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. In the meantime, I recommend you contact the ADR– an alternative dispute resolution service (If you can't resolve an issue directly with an operator, you can escalate the case to an approved ADR, info on those can be found here: https://anjouangaming.com/resources/authorized-adr-providers/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players.

You can find more about their complaint resolution process HERE, and general information regarding complaint processes with regulators HERE.

I am sorry I could not be of more help on this occasion. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Dear littlefighter,

Unfortunately, the casino has provided clear evidence of a breach of its Terms and Conditions, specifically regarding multiple accounts and collusion.

Given the evidence, it is not possible to prove otherwise and we are forced to close this complaint as rejected. The casino has acted in full compliance with the terms and conditions you agreed to upon registration.

I can assure you that we, as an independent party, have reviewed all the information and evidence thoroughly and we base our decisions strictly on verified evidence, without influence from external pressure or assumptions.

Multiple account creation and repeated bonus claims are considered unacceptable practices in the industry.

You are certainly entitled not to agree with our conclusion and you are free to reach out to licensing authority if you believe you are justified in your stands, however we are not able to any further assistance in this matter. Please let me know of the license authority decision should you choose this option at martina.b@casino.guru.

I’m sorry we couldn’t assist you further in this case. However, if you experience any issues with this or any other casino in the future, please don’t hesitate to reach out - we’re here to help.