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LuckyKong Casino - Casino unresponsive after the win


Complaint Info

Disputed casino

LuckyKong Casino
Posted on December 19, 2022

Dear Askgamblers,

I have a complaint about Lucky Kong Casino. I wish that it had not come to this but feel that the casino has left me no alternative.

On the 30th of November I deposited €200. I used my deposit playing slot games and was lucky to win €6,433. I decided I should cash out €1,000 before continuing to play. After I made the cash out this is when the problems began.

Soon after the cash out I noticed that a new area opened in the verification panel in my account. I was asked to send a photo ID and a document with my address on it. I sent a photo of my passport and a pdf of my bank statement. Some time passed. I went back to the verification panel and saw that my bank statement had been rejected. I spoke to live chat who told me that the reason my bank statement was rejected is that they could not accept PDF. They wanted a photo of the page. So I got a paper version of my bank statement and took a photo of it which I uploaded.

Some days passed and I noticed that the bank statement was not verified. It was not rejected either. It just said “Document Verification in Progress”. I spoke to live chat to see why it was taking so long. Live chat told me something strange: That they were not able to see my new uploaded statement from their side. They said that the newly uploaded documents were not appearing for them and that I should email the documents directly. I cooperated and did send all my documents by email as I had been told. There was no response. I tried emailing again to remind them. Again there is no response. I spoke to live chat again and they just say the responsible department will contact me. Weeks has passed and they do not.

I am being ignored by Lucky Kong and have cooperated with all they have asked for. I have asked them if my documents are okay or if they need anything else. They never reply and in the verification panel my documents still say “Document Verification in Progress”. First they say they cannot see my documents even though I can see that they are uploaded in the verification section from my side. When this is explained they just are silent. Nearly 3 weeks of this has passed now. The reason I have made this complaint is that I have no reason to believe they will reply to me at all because of their treatment of my account since I made a cash out.


Abelina <surname removed >

Posted on December 21, 2022

Dear LuckyKong Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Posted on December 23, 2022


The player opened several active accounts in our casino. We will provide more details by email

Posted on December 26, 2022

Has LuckyKong Casino managed to provide any proof of this. I doubt it.

Here are the facts:

1. I automatically received a bonus with my deposit.
2. While I had the bonus in my balance I played only games permitted by the rules of the bonus.
3. I never bet a cent more than the maximum allowed by the bonus rules.
4. I used my PC which has never been used to join LuckyKong Casino in the past and never had anyone else use it to do so either.
5. I used my modem which is with Vodaphone and has never had been used by any other member of Lucky Kong casino ever.

I am confident that LuckyKong will not be able to show that I have done this and invite them to try and prove it. In my mind there are only two possibilities. The first is that LuckyKong does not want to pay me my winnings because winners are not welcome. The second is that Lucky Kong has noticed similarities in my play with other of their members and has surmised that I have played those accounts. If this is true, perhaps these similarities are not a coincidence. When a casino has a wall of terms and conditions that must be followed with promotions everyone who plays a bonus will either break those rules and not be paid or follow them and look like they are playing similarly. Sometimes Lucky Kong sends me spam saying so and so from my town won 5000 euros with a 5 euro bet! I look and that and think it is funny because I see the game and the bet size and think that I bet whoever it was must have had a bonus because they are playing to the limit of the rules. Your promotional offers are causing the similarities artificially, not me.

I have not broken LuckyKong-s rules and do not believe that they will able to demonstrate this. Maybe they have just confused a bunch of people playing with their bonus without breaking their rules to be the same person.

Posted on December 26, 2022

...or maybe I am reading to much into this and it is simpler. If I was more cynical maybe I would just assume that LuckyKong prefers not to pay its winners.

Posted on December 30, 2022

Dear LuckyKong Casino,

The AskGamblers Complaint Team strongly encourages you to post a public message containing a detailed explanation on the matter, including but not limited to clarifying all the relevant reasons that led to the occurrence of the issue, the actions taken by your management and quoting of all the relevant terms that were breached by the complainant.

Please be notified that, should you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Posted on December 30, 2022

Dear Abelina.
We have a definitive proof that you operate multiple accounts in our casino, therefore you breached paragraph 4.5 of our terms and conditions. We sent all evidence to AskGamblers staff, the evidence was reviewed and verdict was returned that you clearly breached our terms. Multi account bonus abuse will not be tolerated.

Posted on December 30, 2022

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that LuckyKong Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.