LuckyAnon Casino - O jogador acredita que o seu pagamento foi atrasado.

I am submitting this complaint regarding LuckyAnon because my experience has been extremely disappointing and raises serious concerns about how withdrawals are handled.

Before registering, I carefully read the Terms and Conditions to ensure I was dealing with a legitimate and trustworthy casino. I have complied with all of the rules, completed all requested verification procedures, and have never violated any of the casino’s terms.

I have also successfully received withdrawals from LuckyAnon in the past, which demonstrates that my account has already been verified and accepted. However, my current withdrawal, which exceeds €50,000, has been left pending without any valid explanation.

It is also important to point out that I played exclusively with my own deposited funds. I did not claim or use any bonuses, meaning there were no wagering requirements, bonus restrictions, or promotional conditions applicable to my gameplay.

The vast majority of my play consisted of blackjack, with a few sessions on slot games where I was fortunate enough to hit several significant wins. Since I played entirely with real money and without any bonus funds, there are no outstanding wagering requirements or other gaming conditions that could reasonably justify delaying my withdrawal.

What is most concerning is the complete lack of transparency from customer support. Instead of providing clear information, they repeatedly delay the process and give vague responses without explaining the reason for the hold or providing any estimated completion date.

Furthermore, I have written evidence from the support team confirming that my withdrawal would be processed on Tuesday. Despite this explicit confirmation, the withdrawal was still not processed, and no explanation has been provided. This broken commitment has severely damaged my confidence in the casino.

Delaying large withdrawals without justification while providing misleading information to customers is unacceptable. A reputable casino should treat all players equally, regardless of the withdrawal amount, and should communicate honestly and transparently.

I respectfully request that LuckyAnon:

Process my withdrawal immediately.

Provide a clear written explanation for the delay.

Explain whether any specific review is being conducted and, if so, the legal or contractual basis for it.

Improve the transparency and professionalism of its customer support.

If this matter is not resolved promptly, I will have no choice but to escalate my complaint to the relevant licensing authority and publish my experience on reputable casino review platforms so that other players are aware of how this situation has been handled.

I sincerely hope LuckyAnon will resolve this issue quickly and demonstrate that it operates fairly and in accordance with its published Terms and Conditions.

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.

Dear Dudeitsbj,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Update

LuckyAnon has now informed me that my withdrawal has allegedly been rejected because I supposedly violated certain Terms and Conditions, including their "multiple account" policy.

This accusation is completely false. I have only ever created and used a single account with LuckyAnon. I have never opened, controlled, or accessed any additional accounts.

I immediately asked the casino to provide evidence supporting this serious allegation, but they have refused to do so. They have not provided any proof whatsoever.

I also asked them to specify exactly which Terms and Conditions I allegedly violated. Once again, they refused to answer and did not identify the specific provisions that they claim I breached.

Making such serious accusations without providing any evidence or even identifying the relevant contractual terms is unacceptable. If a casino decides to confiscate winnings or refuse a withdrawal based on an alleged breach of its Terms and Conditions, it should be able to clearly explain the basis for its decision and provide sufficient evidence to support it.

At this point, LuckyAnon has failed to provide both. They have made unsupported allegations while refusing to answer my legitimate requests for clarification. I continue to deny any breach of their Terms and Conditions and maintain that my withdrawal should be processed in full.

Dear Dudeitsbj,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Unfortunately, I have still received no further updates regarding my withdrawal. LuckyAnon’s support team has not provided me with any explanation or evidence, and they are no longer responding to me through the live chat despite several follow-up messages.

The only response I continue to receive is that my complaint will be "treated accordingly", without any further details or timeline.

My USD 85000 withdrawal therefore remains unresolved, and I am still waiting for a meaningful response from the casino.

I would appreciate it if you could take this lack of communication into consideration when reviewing my case.

Hello,

As we have informed the player in question on multiple occasions, the player violated our Terms of Service by having more than one account, which were both claiming VIP rewards.

Our Terms of Service clearly state that this is not permitted.

section 3.4.

▎ You are permitted to have only one LuckyAnon Account. If you attempt to open more than one LuckyAnon Account, any and all such accounts may be blocked, suspended or closed, and any funds, bonuses, and winnings in those accounts may be frozen, deducted, or forfeited. We may determine account linkage by any means available to us. If you realise that you have opened more than one registered LuckyAnon Account you must notify us immediately by email at suppor­t@l­uck­yan­on.com.

section 4.1 (item 24)

▎ You agree not to open more than one LuckyAnon Account;

further section 4.1 (item 18) includes our automated fraud system

▎ You acknowledge that we employ automated and manual measures to detect and prevent fraud, abuse, and other prohibited activity. You consent to such measures as a condition of using the Services and acknowledge that they may affect your ability to use the Services, including the processing of withdrawals;

As pursuant to the following section we acted in accordance with the terms the player agreed to when opening account.

section 8.2.

▎ Withdrawals may be delayed, held for review, or declined at our sole discretion, including but not limited to where we suspect fraud, abuse, multi-account activity, or breach of these Terms of Service, or where playthrough requirements have not been met, or where additional verification is required.

section 11.1.

▎ Without prejudice to any other rights, if you breach in whole or in part any provision contained herein, we reserve the right to take such action as we see fit, including closing, suspending, or restricting your LuckyAnon Account, withholding or confiscating funds and winnings, voiding bets, terminating our relationship with you under these Terms of Service or any other agreement, reporting your activity to relevant authorities, and/or taking legal action against you.

Should the multi-account evidence be required to resolve this dispute, we would be happy to provide it. Please advise the appropriate email address to which we may send this documentation.

I categorically deny this allegation. I have only ever created and used one LuckyAnon account. I have never opened, controlled, or accessed any other account.

LuckyAnon states that this alleged multi-account activity constitutes a violation of sections 3.4 and 4.1 of their Terms of Service and refers to their automated and manual fraud detection systems. However, simply referring to these provisions does not constitute evidence that I actually had multiple accounts.

I have repeatedly requested the evidence supporting this allegation, and LuckyAnon has now stated that they would be willing to provide the alleged multi-account evidence to the ADR if requested. I therefore ask the ADR to formally request and review this evidence.

There is also a significant contradiction in LuckyAnon’s latest response. They state:

"As we have informed the player in question on multiple occasions..."

This is completely false. I was never previously informed or warned that LuckyAnon believed I had multiple accounts. I never received any notification, warning, or explanation regarding an alleged multi-account violation before this dispute arose.

If LuckyAnon had genuinely identified me as having multiple accounts on several occasions, I would reasonably have expected to be notified and given an opportunity to clarify or resolve the situation.

This is particularly concerning because the casino initially told me that my USD 85,000 withdrawal was being held while they reviewed my wins with certain game providers. I accepted this explanation and waited for the review to be completed. Subsequently, instead of providing the outcome of those reviews, LuckyAnon suddenly accused me of having multiple accounts.

I played exclusively with my own deposited funds ("raw money") and did not use any bonuses. My gameplay consisted primarily of blackjack and some slots, where I had several significant wins. There were therefore no bonus wagering requirements or promotional conditions involved.

LuckyAnon also previously confirmed in writing that my withdrawal would be processed on Tuesday. Despite this confirmation, the withdrawal was not processed. Customer support then stopped responding to me for several days despite repeated follow-ups through live chat.

The sequence of events is therefore extremely concerning: my large withdrawal was initially delayed for reviews of my wins, and only afterwards was I suddenly accused of having multiple accounts, despite the fact that I have only ever had one account and was never warned about any alleged violation.

I cannot know what the casino's intentions are, but given these circumstances, I am seriously concerned that the multi-account allegation may be being used as a justification to avoid paying my legitimate winnings.

I therefore respectfully ask the ADR to require LuckyAnon to provide the actual evidence supporting its allegation, including:

Which other account they claim is linked to me;

The basis on which they determined that I own or control that account;

The evidence connecting that account to me;

When and how I was supposedly informed of this alleged violation;

The outcome of the reviews concerning my wins with the relevant game providers; and

The specific reason why my USD 85,000 withdrawal remains unpaid.

I categorically deny having multiple accounts and deny breaching LuckyAnon’s Terms of Service.

At this stage, I am simply asking for the allegation to be supported by actual evidence. I believe an independent review of the evidence is the fairest way to determine whether LuckyAnon’s accusation has any merit.

Dear Dudeitsbj,

I sincerely regret to learn about your disappointing experience. In order to better understand the situation, I would appreciate it if you could answer a few questions.

• Is it possible that someone from your household or sharing the same IP address has created an account at this casino?
• Could you please confirm whether you have completed the KYC (Know Your Customer) verification process?
• Do you currently still have access to your account?
• Due to the allegations, were your winnings confiscated? If so, could you please specify the amount?
• Could you kindly upload a screenshot of your withdrawal history directly to this thread?

Thank you very much in advance for your response.

Dear LuckyAnon Casino,

Thank you for taking the time to join us and share your perspective on this matter. If you have any supporting evidence, please do not hesitate to forward it to jean.s@casino.guru.

Dear Guru Casino, here are answers to your questions:

Is it possible that someone from your household or sharing the same IP address has created an account at this casino?

definitly not possible as i live alone.

Could you please confirm whether you have completed the KYC (Know Your Customer) verification process?

they never asked me to provide any documents. I even asked live chat is i need to provide document. They said it is not necessary. I would be happy to provide such documents.

Do you currently still have access to your account?

Yes

Due to the allegations, were your winnings confiscated? If so, could you please specify the amount?

Winnings are still in my balance (see screenshot)

Could you kindly upload a screenshot of your withdrawal history directly to this thread?

yes sure

It has now been one full week since LuckyAnon’s last response, despite the fact that they explicitly stated that they were compiling the alleged evidence with their fraud system provider and that this evidence would be provided.

No evidence has been provided, and LuckyAnon has not provided any further explanation or update.

This is particularly concerning because the casino has repeatedly claimed that I violated its Terms of Service, specifically regarding an alleged multiple-account violation. However, despite being given the opportunity to provide the evidence supporting these serious allegations, they have now remained silent for an entire week.

From my perspective, this strongly raises doubts about the validity of their allegations. If clear and reliable evidence existed showing that I had multiple accounts or otherwise breached the Terms of Service, I would expect such evidence to be readily available and provided within the timeframe they themselves committed to.

 continue to maintain that I have only ever had one LuckyAnon account and that I have not breached the Terms of Service.

I also have evidence from LuckyAnon’s own live chat showing that the original reason given for delaying my withdrawal was not a multiple-account issue. I was explicitly told that my withdrawal was being held while several rounds from two game providers were reviewed, in order to verify that no technical issue had occurred during my significant wins.

Only afterwards did the casino suddenly introduce the multiple-account allegation.

The fact that LuckyAnon has now failed to provide the promised evidence for an entire week further undermines the credibility of their version of events, in my opinion.

I would also like to provide an important update regarding the amount involved: my current balance is now approximately USD 126,000.

This makes the situation even more serious. I am therefore requesting that Casino Guru continue to require LuckyAnon to provide the concrete evidence supporting each alleged breach of the Terms of Service, rather than allowing unsupported accusations to remain the basis for withholding my funds. I also ask that Luckyanon proceed my withdrawal with no delay.

I remain fully willing to cooperate with any legitimate investigation and provide all evidence in my possession, including the live-chat conversations documenting the original explanation for the withdrawal delay.

Dear LuckyAnon Casino,

I have not received an email from you. Could you please forward supporting evidence to jean.s@casino.guru? After you email me, please also notify us in the complaint thread so the timer stops running.

Dear Dudeitsbj,

Thank you for providing more information. I appreciate your patience while we try to resolve this issue.

Dear Jean, it's been sent to your email. Apologies for the delay - we thought we sent it when sending to askgamblers where the same case was opened and already ruled in our favour. https://www.askgamblers.com/casino-complaints/lucky-anon-casino-payment-delayed-and-rejected

It’s a complete SCAM. Evidences were falsified. They invented something against me not to pay high cash out. Do you really think I would deposit such as BIG deposits if I risk my cash out to be delayed?!

Hey Jean, we received your email now. We sent the original evidence on August 27th and again now at your request. Could you please confirm that you received it?

Dear Dudeitsbj,

Thank you for your patience. I am currently in contact with the casino and carefully reviewing the evidence and information provided by both sides. I will continue working on the case and update you within a week.

Dear Jean, if useful, I can provide the full history of my live chat conversations with LuckyAnon.

This includes the initial explanations given by their support team for the delay of my withdrawal, namely that they needed to review several slot rounds with two game providers. I was also explicitly told that my withdrawal would be processed once this review was completed.

At the time, I repeatedly asked why my withdrawal was blocked, but the support team refused to give me a clear reason.

Only later did LuckyAnon suddenly accuse me of having multiple accounts, which I categorically deny.

I believe the complete chat history is relevant to assess the consistency of LuckyAnon’s explanations, and I am happy to provide it if you would like to review it.

Dear Dudeitsbj,

Yes, you can forward relevant communication to jean.s@casino.guru. Or you can post screenshots here if it's more convenient.

Dear Jean, it is sent.

Hello Jean,

We have emailed you further evidence as requested that should close out this matter.

Dear LuckyAnon Casino,

Please provide more evidence to support your allegations. I have sent you an email.

Hey Jean, it will be sent today.

Dear Dudeitsbj,

Thank you for your patience while we reviewed this matter.

After carefully examining the information and supporting evidence provided by the casino, we have concluded that there is sufficient evidence demonstrating a connection between your account and another account at LuckyAnon Casino. Based on the evidence available to us, the casino's allegation of multi-accounting is substantiated.

The casino's Terms and Conditions permit only one account per player and provide for action against accounts determined to be linked in violation of this rule. As the casino has provided us with supporting evidence establishing such a link, we are unable to conclude that the casino acted unfairly by applying its multi-accounting rules.

We acknowledge that you strongly dispute the casino's findings. Nevertheless, our decision must be based on the evidence available to us, and in this case, the evidence provided is sufficient for us to support the casino's position.

For these reasons, we must reject this complaint as unjustified.

We are sorry that we could not provide you with a more favorable outcome. If you disagree with our decision, you may still consider contacting the casino's relevant licensing authority or another appropriate dispute-resolution body.

Thank you for your understanding.

Best regards,

Jean

Casino Guru