Lucky Mister Casino - Выигрыши игрока были конфискованы.

I deposited over £10,000 to this casino. They took funds from my account in varying amounts using lots of different company names. In December 2023 I requested a withdrawal of £6000 euros. They confiscated the funds from my account and stated that i abused a bonus, which was absolutely false. I never even used a bonus during the games that i won the money on. They refused to give me any evidence to support their claim and i have been in dispute with them ever since. They will not discuss the issue with me. I have requested refunds, which they persistently deny. I genuinely believe that the site is a huge scam. They quoted terms and conditions numbers to me that did not exist. I believe this is a casino run by a criminal organisation and i want to help prevent anyone else from being scammed by them. I have copies of emails that i can send as evidence and bank statements showing the funds being debited from my account in different names.

Although I cant prove it, soon after my dealings with them my computer was hacked

I really would appreciate any help

Many Thanks

Jodie ****

Dear kittykat2607,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Lucky Mister Casino.

I checked the casino rules but like you said I was unable to identify the rule 10.4.3.4 the casino refers to.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Were you able to receive a clarification of which rule the casino uses against you?
• Do I understand correctly you accumulated the £6000 using a real money deposit?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Was your casino account verified?

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

Best regards,

Tomas

Dear kittykat2607,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi there

apologies, i did not see your request for further information.

The rule that they said I broke was 10.4.3.4, which does not exist, that is correct.

I accumulated the 6000 euros with my own real money deposits.

i only ever played the slots on this website, and my account was fully verified.

I staked over £10,000 during the course of being their ‘customer’.

I just want to warn others of this scam

thanks so much

Jodie

Thank you very much, kittykat2607, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello kittykat2607,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Lucky Mister Casino representative to join this conversation and participate in resolving this complaint.

Dear Lucky Mister Casino,

Could you comment on this?

Thank you in advance for providing the information.

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.

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. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

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 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. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Stefan, Casino.Guru