Lucky Ones Casino - A conta do jogador foi encerrada inesperadamente.

Hello,

Unfortunately, I'm having problems with Luckyones.

Registration on the relevant platform took place on December 23, 2025. The KYC procedure was successfully completed.

Several deposits and withdrawals were successfully carried out from 24 December 2025 onwards.

The last deposit was made on January 7, 2026, after which profits were generated. The account balance at that time was approximately €700.

On January 8, 2026, a withdrawal of €100 in ETH was requested and received in full. The remaining account balance was then approximately €600.

On January 13, 2026, a further payment of €500 was requested. This remained pending for an extended period; according to information provided in the chat, the matter was under review.

On January 29, 2026, an additional deposit of €90 was made. The previous withdrawal was subsequently canceled by the system. On January 25, 2026, another withdrawal of €40 was initiated, which also remained pending for an extended period.

On February 5, 2026, a notification was received from the operator stating that the account was closed and all profits were being withheld. No response has been received since an inquiry submitted on the same day seeking clarification.

The matter therefore concerns several unprocessed withdrawals as well as the closure of the player account without explanation or further communication.

I hope you can help me here so that I can get my money back.

Thank you very much

Hallo,

leider habe ich Probleme mit Luckyones

Am 23.12.2025 erfolgte die Registrierung auf der betreffenden Plattform. Das KYC-Verfahren wurde erfolgreich abgeschlossen.

Ab dem 24.12.2025 wurden mehrere Ein- und Auszahlungen ordnungsgemäß durchgeführt.

Die letzte Einzahlung erfolgte am 07.01.2026, im Anschluss daran wurden Gewinne erzielt. Der Kontostand betrug zu diesem Zeitpunkt etwa 700 €.

Am 08.01.2026 wurde eine Auszahlung über 100 € in ETH beantragt und vollständig erhalten. Der verbleibende Kontostand lag danach bei rund 600 €.

Am 13.01.2026 wurde eine weitere Auszahlung in Höhe von 500 € beantragt. Diese blieb längere Zeit offen; laut Auskunft im Chat befand sich der Vorgang in Prüfung.

Am 29.01.2026 wurde eine zusätzliche Einzahlung über 90 € vorgenommen. Die vorherige Auszahlung wurde anschließend vom System storniert. Am 25.01.2026 wurde erneut eine Auszahlung über 40 € veranlasst, die ebenfalls über einen längeren Zeitraum offen blieb.

Am 05.02.2026 ging eine Mitteilung des Betreibers ein, dass das Konto geschlossen und sämtliche Gewinne einbehalten werden. Seit einer am selben Tag eingereichten Anfrage zur Klärung wurde keine Rückmeldung mehr erhalten.

Der Sachverhalt betrifft somit mehrere unbearbeitete Auszahlungen sowie die Schließung des Spielerkontos ohne Begründung oder weitere Kommunikation.

Ich hoffe das ihr mir hier weiterhelfen könnt, damit ich an mein Geld komme.

Besten Dank

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

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 this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please specify what types of games you played at this casino?
• Have you activated any bonuses with your deposits?
• Could you please forward me the email you received from the casino after your account was blocked? My email address is veronika.f@casino.guru.

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

Veronika

Hello Veronika,

I played various games there, even using the live casino and the sports betting section – basically the entire range of casino offerings.

I activated a bonus on a few deposits, but not on all of them. It always depended a bit on how good the bonus offered was.

I'll send you another email explaining how I found out about the suspension.

Nice evening

Hallo Veronika,

Ich habe dort diverse Spiele gespielt, sogar auch Live Casino und den Sportwetten Bereich genutzt, Also eigentlich das komplette Angebot des Casinos.

Bei ein paar Einzahlungen habe ich ein Bonus aktiviert, aber nicht mit allen Einzahlungen. War immer ein wenig davon abhängig wie gut der Bonus war der angeboten wurde.

Ich sende dir noch eine Email wie ich von der Sperrung Erfahren habe.

Schönen Abend

Thank you for your email. What was the last bonus you activated in this casino? Was it a sports bonus or a casino bonus?

Could you please describe your gameplay with active bonuses in more detail?

Hello Veronika,

It was a casino bonus.

I played regular casino games and unfortunately lost my balance including the bonus. Therefore, I made no winnings.

Best regards

Hallo Veronika,

es war ein Casino-Bonus.

Ich habe normale Casino Spiele gespielt und hab leider mein Guthaben inkl. dem Bonus verloren. Demnach keine Gewinne erzielt. 

Viele Grüße

Hello Ja505,

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

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Ja505;

I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.

I will review the case and get back to you shortly. If there have been any updates since your last message, please let me know in the meantime here in the thread or via email at karla.m@casino.guru

Thank you for your understanding.

Best regards,

Karla

Casino.Guru 

Dear Ja505,

Thank you for the information provided so far.

To better understand your situation, I would like to kindly ask you to clarify a few important points:

• Could you please confirm what your exact balance was at the moment your account was closed?
• Did the casino provide any specific reason for closing your account and confiscating your funds? If yes, please share this information with us.
• Could you please resend or upload the email you received regarding the account closure?

These details are essential for us to properly assess your case.

Thank you in advance for your cooperation. I look forward to your reply.

Karla

1. Account balance at the time of account closure

The account balance was approximately €600.

2. Casino's justification for closing the account and withholding the balance

The casino gave me the following reason:

"The Player is not allowed to use any strategies while playing with an active bonus in order to fulfill the requirements to wager the bonus. If the Player uses such strategies, and if the Casino has sufficient grounds to believe that the Player's actions are aimed solely to obtain financial benefits using the bonus advantage, then the Casino reserves the right to cancel all Player's winnings."

I will forward the email.

Best regards

1. Kontostand zum Zeitpunkt der Kontoschließung

Der Kontostand betrug ca. 600 €.

2. Begründung des Casinos für die Kontoschließung und Einbehaltung des Guthabens

Das Casino teilte mir folgenden Grund mit:

„The Player is not allowed to use any strategies while playing with an active bonus in order to fulfill the requirements to wager the bonus. If the Player uses such strategies, and if the Casino has sufficient grounds to believe that the Player's actions are aimed solely to obtain financial benefits using the bonus advantage, then the Casino reserves the right to cancel all Player's winnings."

Die Email leite ich weiter.

Viele Grüße

Dear Ja505,

Thank you for your response and for the information provided.

Regarding the email you mentioned sending, unfortunately, I have not been able to locate it on my end.

Could you please confirm which email address you used to send it? Specifically, was it sent from the same email address that you used to register your Casino Guru account?

Additionally, I kindly ask you to resend the email along with the attachment regarding your account closure, either here in the thread or directly to my email at karla.m@casino.guru.

Thank you, Karla

Hello Karla,

I sent the message again.

VG

Hallo Karla,

ich habe den Verlauf nochmal gesendet.

VG

Dear Ja505,

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, Romi, (romana.r@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,

Karla Mayfly

Dear user,

I'm Romi, 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 Lucky Ones Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Lucky Ones Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

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.

Dear Casino Guru Team,

Following a review of the customer’s activity, the account was found to be in breach of our Terms & Conditions relating to fraud prevention, bonus abuse, and unfair advantage practices.

As outlined in our Terms & Conditions, the Casino operates a strict anti-fraud and anti-collusion policy and reserves the right to investigate and take action where activity indicates coordinated behaviour, exploitation of promotional mechanics, or strategies designed to obtain an unfair advantage over the operator.

Our review identified activity consistent with prohibited conduct under these provisions, including behaviour falling within the scope of:

• development of strategies aimed at obtaining an unfair advantage and/or winnings;
• exploitation of promotional terms, product features, website faults or technical limitations to limit or nullify the risk of loss;
• collusive or coordinated activity assessed through internal monitoring systems and behavioural analysis;
• other fraudulent activity identified through our risk and compliance procedures.

In accordance with these Terms, and following an internal investigation, the account was closed and the remaining balance withheld.

For security and integrity reasons, we are unable to disclose specific internal findings, detection methods, or detailed operational information regarding the investigation.

Accordingly, the measures applied to the account will remain in place and, from our perspective, the matter is considered closed. We trust the above sufficiently clarifies our position.

Best Regards,

The Lucky Ones Casino Team

Thank you, Lucky Ones Casino, for the information provided.

Please send to my email detailed information about this activity so we can check everything out with my team.

Thank you in advance.

Best regards,

Romi

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.

Dear user,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint, and we are forced to close it as ‘unresolved’.

Normally, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case, and we were left alone in our attempt to solve this issue.

I am very sorry I couldn't be of more help, but at least closing this complaint as unresolved will negatively influence the casino's rating, and other players can read about your experience in our review.

The casino can reopen this complaint anytime.

Best regards,

Romi