Beschwerde #2 Lucky7even Casino

Deposit made but not credited and Casino claiming cannot locate money

Von OAKEY7

vor 2 Jahren

I made a deposit of 100 euro on the 17th of November via VOLT. This was rejected by the casino and i was assured by live support it would be recredited to my bank within 5 business days. I then made another few deposits by credit card which were accepted - and i lost this money.
The 100 euro never came back to my bank nor was it credited to my casino account. I contacted support and provided them with my bank statement showing the money leaving and not coming back. They keep asking me for a different type of statement which my bank cannot provide. I do not have a VOLT account so cannot show them this - however I have shown them the money leaving my bank which should be enough with also the time stamp and amount. I have wait over 2 weeks for casino to resolve this but they have not - and now it seems like they have just taken the money - as my bank have confirmed the money has not returned. Can you assist in getting the casino to refund this money or apply to my account?
Thanks

Unseriöses Casino Lucky7even Casino

Grund Einzahlung nicht gutgeschrieben

Betrag €100

Diskussion

AskGamblers

• Support Team

vor 2 Jahren

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

OAKEY7

vor 2 Jahren

This has now been resolved by the casino - and the complaint can be closed - Thanks

Lucky7even Casino

• Representative

vor 2 Jahren

Dear OAKEY7,

Please be informed that we have contacted you directly to resolve this issue with the highest priority.

Kind Regards

Lucky 7even Casino

Lucky7even Casino Beschwerde-Statistik

Gelöst 7 / 7

Durchschn. Betrag $2,197

Durchschn. Dauer 6 Tage

Durchschn. Antwortzeit 23 Stunden

Lucky7even Casino Beschwerden

Alle eingegangenen Beschwerden ansehen

Betruegerische Loeschung von 11700 Euro Gewinn

Sehr geehrtes AskGamblers-Beschwerdeteam,

hiermit möchte ich offiziell eine Beschwerde gegen Lucky7Even einreichen, bei dem ich als VIP-Spieler aktiv bin.

Am 31.08.2025 habe ich durch einen 50 € Bonus insgesamt 15.700 € gewonnen. Als VIP-Spieler habe ich mit meinem persönlichen VIP-Manager, <full name removed>, sowie seinem Vorgesetzten eine schriftliche Vereinbarung, mehrfach bestätigt über WhatsApp, dass:

1. Meine Auszahlungen innerhalb von sechs Stunden bearbeitet werden.

2. Bonus-Gewinne nicht den üblichen Auszahlungsbeschränkungen (z. B. 10-facher Bonuswert) unterliegen.

Diese Vereinbarung wurde in der Vergangenheit mehrfach eingehalten, und ich konnte bereits mehrfach Beträge oberhalb der Bonuslimits auszahlen. Genau aus diesem Grund habe ich weiterhin sehr hohe Beträge eingezahlt.

Trotzdem hat Lucky7Even in diesem Fall nur 4.000 € ausgezahlt und die restlichen 11.700 € unrechtmäßig gelöscht. Das stellt einen klaren Vertragsbruch und in meinen Augen einen Betrugsfall dar.

Besonders schwer wiegt, dass mir von <name removed> und seinem Vorgesetzten schriftlich zugesichert wurde, dass ich mir wegen Bonuslimits keine Gedanken machen muss. Mit diesen Zusagen wurde ich über Monate hinweg motiviert, weiterzuspielen und monatlich 10.000–20.000 € einzuzahlen. Das Traurige ist dass diese Zusicherungen gemacht wurden nachdem ich aufgrund der Verluste mein Account geschlossen habe, und ich mit diesen Lügen motiviert wurde es wieder zu öffnen. Dann kam der Moment und mein Guthaben wurde geklaut. Inzwischen bin ich auf deren Plattformen bereits über 60.000 € im Minus. Der Gewinn von 11.700 € ist nur ein Bruchteil dessen, was ich eingezahlt habe – und dennoch wurde er mir verweigert obwohl eine Vereinbarung existiert.

Dieses Vorgehen hat bei mir zu massiver Enttäuschung, psychischer Belastung und Depressionen geführt, da ich mich durch diese Methoden bewusst getäuscht und ausgenutzt fühle.

Ich bitte AskGamblers daher dringend, in diesem Fall zu vermitteln und sicherzustellen, dass:

die 11.700 € umgehend wieder auf mein Spielerkonto gutgeschrieben werden,

die Auszahlung unverzüglich freigegeben wird.

Als Beweis kann ich sämtliche Chatverläufe mit <name removed> vorlegen, in denen die Vereinbarung klar dokumentiert ist.

Vielen Dank für Ihre Unterstützung.

Mit freundlichen Grüßen

Gelöst

€11,700

Unprocessed gambling self exclusion request account still active

I am submitting this complaint regarding Lucky7even’s failure to process my gambling self-exclusion request and the ongoing risk this creates.

Background (brief):
In May 2025, I permanently closed my account. Despite this, my account was later reopened after I was contacted directly by a VIP manager and encouraged to return.

Current issue:
On 30/03/2026, I contacted the casino via email and clearly requested gambling self-exclusion due to personal risk. I explicitly asked for my account to be closed to prevent further gambling.

I did not receive any response.

On 02/04/2026, I sent a follow-up email and included my VIP manager in copy, as he has previously been responsive. Despite this, I have still not received any reply.

As of today 03/04/2026:
- My account remains open
- I continue to receive daily promotional emails and offers
- My self-exclusion request has been ignored

This situation puts me at significant risk of continued gambling harm, as I have actively requested to be excluded but still have full access to my account and ongoing marketing exposure.

What I am requesting:
- Immediate processing of my gambling self-exclusion
- Permanent closure of my account with no possibility of reopening
- Immediate cessation of all marketing communications

Additionally, I request a refund of losses incurred after my account was reopened, as this occurred following direct contact from a VIP manager despite my previous permanent closure, and during a period where my current self-exclusion request has been ignored.

Under these circumstances, I believe these losses are directly linked to the casino’s failure to uphold responsible gambling obligations

This is an ongoing issue, and I urgently require assistance to ensure my account is closed and my self-exclusion request is enforced.

Gelöst

€283

I am still waiting for the withdrawal to be processed, but unfortunately, the transfer is still pending

Hello, I have an issue with my withdrawal request. When I first submitted the request, I contacted customer support to confirm that my account was verified, and they confirmed it twice. However, unfortunately, after a day, I found that the transfer was rejected.

When I contacted them again, they asked me to provide a bank statement, which I sent, and they confirmed once again that my account is verified — for the third time.

I am still waiting for the withdrawal to be processed, but unfortunately, the transfer is still pending.

Gelöst

€600

Withdrawal complaint

I signed up for an account with lucky7even casino. A few days later I received to separate emails that contained bonuses. Once for $5 no deposit and the other had 50 freespins I think. I did well on the freespins and was able to wager through the required $2500 the bonus max cashout was $50 so I requested a $50 withdrawal and approved my cashout address. And waited. And waited. Several times I reached out to chat for see if there was an issue. At first I was told I needed to made a deposit if I wanted to withdrawal. I was using crypto so I didnt understand why. Then I was told withdrawals take up to 72 hours to process. On the second day of waiting I decided to make a deposit in case that was what was holding things up. I deposited $20 or $30 into my account and lost it. Im still being told everything is fine with my withdrawal and it can take up to 72 hours. The 3rd day, I was told my account was closed and there would be no withdrawal processed and they wouldnt tell me anything else. Eventually, someone told me that I had registered from a restricted territory. Im from Ireland. And if that were true, they had no problem accepting my deposit. But all of a sudden its an issue when I want the small amount I won? Its ridiculous and I would like the $50 I won please.

Gelöst

$50

Scammed 500 euro

They have been telling me the same thing for days. First it was “72 hours is worst case scenario, most people get their withdrawals in a day or less” then it they just started copy pasting the 72 hour policy from their terms, now that it’s past 72 hours they just say it’s in the queue and nobody knows how long.

Staff are unhelpful, copy and paste same generic messages, state they can't do anything about it and nothing can be done etc etc.

I want my money

Gelöst

€500

Jingle Bets Tournament Improper Payout

So Lucky7even and Gamzix had this tournament called Jingle Bets.

It ended December 31, 2023 @11:59:59UTC. It was advertised as 120 Places and a 25,000€ payout. I placed 6th in this tournament. I waited the 72 hours it says in the rules for my prize, but did not receive a thing. So I contacted customer service and they told me. "They haven't finished calculating the payouts at the moment and can take up to 7 days to do.

Usually is done before that though." So I patiently waited another 96 hrs and contacted them again but went back to the tournament page first to see if it said there how much the payouts were. To my surprise, 1st 2nd and 3rd had all been calculated. 1st getting 4000€ 2nd getting 2000€ 3rd getting 1400€ totalling 7400€.

So I think they must be calculating the other 47 top-scoring places. Contacted customer service again to see if they had an estimated timeline. They told me that only 1/2/3 of the top-scoring players were awarded a prize. But I had read the rules before this to see how long a payout could potentially take. So I know it said the prize payout of 25000€ to be divided between the top scoring 50 players. Not the top 3.

Also, that's only 7400€ where did the other 17600€ go? I showed them my evidence of my placing 6th the rules and the clearly stated prize payout. To which they replied "I'm handing this off to my supervisor for further investigation. Please check back in a couple of hours for an update." So I do. To which they said "The bonus will be added soon" waited waited and waited some more so I checked back with customer service for an update to which they said "My manager had reached our to the provider just waiting on a reply. The manager will reach out to you via email when they've reached back." I've contacted them every day and every day

I have to explain the situation and I get a different answer each time. Today I wound up back at square one customer support. With them accusing me of having a gambling problem and then telling me I have to wait as if 10 days isn't long enough. I still have yet to hear from a manager and haven't even had an update in any way shape or foam. I've attached the screenshots containing the rules for the advertised page and all 120 places. Please help me get some kind of resolution from them. I'm a single mom of 4 and bouncing back from Xmas is hard and those funds would really help a lot.

Gelöst