Casino closed my account and withheld winnings without explanation

Dear AskGamblers,

Thank you for providing the email address - we will provide the relevant evidence as agreed.

Regards,
LuckyGem Team

Dear Luckygem Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your accusations towards the player. Please make sure to state all the relevant casino and/or promotional terms that you believe have been breached by the player, if any. Please send required information to suppor­t@a­skg­amb­ler­s.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Dear AskGamblers Team,

Thank you for bringing this complaint to our attention.

We have reviewed the circumstances surrounding the account closure and would like to clarify that the decision was not arbitrary or made simply because the player requested a withdrawal.

The account was subject to additional verification and security checks, during which several significant issues were identified by our independent identi­ty-­ver­ifi­cation provider.

Following the review, our Security & Risk team determined that the account activity breached the applicable Terms & Conditions. Consequently, the account was permanently closed and the associated withdrawal was not approved.

We understand that the player disputes this decision. However, we would like to emphasise that the action was based on documented verification and security findings, rather than an unexplained or discretionary decision to withhold winnings.

For privacy and security reasons, we cannot disclose the player's verification documents, technical connection details or complete security assessment in a public discussion. However, we are prepared to provide AskGamblers with the relevant evidence confidentially to substantiate our findings.

We remain satisfied that the account restriction was justified under our Terms & Conditions and appreciate AskGamblers' assistance in independently reviewing the matter.

Kind regards,
LuckyGem Team