Lucy's Casino - Os fundos do jogador foram apagados.

I had a registration at ladylindacasino.com

one day the site did not exist but was transformed into

lucyscasino.com

with the same account details I went through illogical

verifications again and later my bill amount was

taken out

as I was told that according to article... the amount was removed

without making any bets and without creating

account at this casino

and I never agreed to their terms and conditions

please someone help me

имах регистрация в ladylindacasino.com

един ден сайта не съществуваше а беше преобразен в

lucyscasino.com

със същите данни на акаунта ми преминах през нелогични

верификации отново и по късно сумата от сметката ми беше

извадена

като ми беше казано че по член... сумата е премахната

без да съм правил никакви залози и без да съм създавал

сметка в това казино

и никога не съм се съгласявал с техните правила и условия

моля някой да мии помогне

Dear nikLPL88,

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 how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)? Were your winnings accumulated with or without an active bonus?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

since the beginning of the year ladylindacasino.com (where I had an account and made several bets WITHOUT BONUSES)

somehow turned into lucyscasino.com (where my funds were transferred from ladylindacasino.com and all my ladylindacasino.com account details) however I switched to verification again

and I have not made any bet and I have not used any bonus, even I was forced to deposit 25 euros

through skrill so that I could use skrill as a withdrawal, which repeatedly did not happen

-I never wanted to have an account on lucyscasino.com

-I have never agreed to their terms and conditions

as you see on the files

withdrawal prohibited

funds removed

от началото на годината ladylindacasino.com(където имах сметка и направих няколко залога БЕЗ БОНУСИ)

се превърна някак в lucyscasino.com (където средствата ми бяха прехвърлени от ladylindacasino.com и всички данни от акаунта ми в ladylindacasino.com) въпреки това преминах отново към верификация

и не съм направил никакъв залог и не съм ползвал никакъв бонус дори бях принуден да депозирам 25евро

през skrill за да съм можел да ползвам skrill като теглене което нееднократно не се случи

-никога не съм искал да имам сметка в lucyscasino.com

-никога не съм се съгласявал с техните правила и условия

както виждате на файловете

теглене забранено

средства премахнати

Thank you very much, nikLPL88, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Lucy's Casino to ignore us in our attempts to mediate any kind of issue. Regardless of several unresolved complaints marked "No Reaction Policy" we keep on trying.

Hello nikLPL88,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Lucy's Casino to join the conversation and participate in the resolution of this complaint.

Dear Lucy's Casino,

Can you please explain the situation regarding the player's account?

Kind regards,

Adam

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’.

Dear nikLPL88,

I received an e-mail from the casino asking to confirm your details and stating that they would provide more information regarding your complaint.

Due to this, I would like to extend the timer one more time in order to afford the casino the opportunity to respond.

Kind regards,

Adam

Dear nikLPL88,

I have tried to contact the casino repeatedly but had no further response. I’m afraid there is not much that can be done without cooperation from its side.

I will mark the complaint "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 could 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 that you contact the Curacao Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. It's not the best licensing authority but it has more options and tools to help players. Let me know how they replied (adam.m@casino.guru).

I am sorry I could not be of more help.

Best regards

Adam