Luckygem Casino Complaints
Luckygem Casino Complaint Stats
Resolved
2 / 2
Avg. Amount
N/A
Avg. Complaint Duration
11 days
Avg. Response Time
2 days
Casino closed my account and withheld winnings without explanation
Resolved
I am filing a complaint against Lucky Gem Casino for permanently closing my account and withholding €3,165 in winnings from the fourth and final welcome bonus.
After winning this amount, I was asked to complete verification. I completed facial verification and submitted the requested documents, but my proof of address was rejected. When I tried to submit an alternative document, I discovered that my account had been blocked.
Live chat informed me that the casino's senior team had permanently closed my account for an alleged breach of the Terms and Conditions. However, they refused to specify which terms I had supposedly violated or provide any explanation. I had carefully read the rules before depositing and playing and believe I complied with them.
I was advised to submit a formal complaint by email, which I did. Despite sending multiple follow-ups, I have received no response.
I believe this decision is unjustified and request AskGamblers' assistance in investigating the matter.
My requested resolution:
A clear explanation of the specific alleged breach and supporting evidence.
A fair review of my account and verification documents.
Payment of my €3,165 winnings if the casino cannot substantiate its decision to withhold them.
I am willing to provide any additional documentation reasonably required to verify my account and resolve this dispute.
After winning this amount, I was asked to complete verification. I completed facial verification and submitted the requested documents, but my proof of address was rejected. When I tried to submit an alternative document, I discovered that my account had been blocked.
Live chat informed me that the casino's senior team had permanently closed my account for an alleged breach of the Terms and Conditions. However, they refused to specify which terms I had supposedly violated or provide any explanation. I had carefully read the rules before depositing and playing and believe I complied with them.
I was advised to submit a formal complaint by email, which I did. Despite sending multiple follow-ups, I have received no response.
I believe this decision is unjustified and request AskGamblers' assistance in investigating the matter.
My requested resolution:
A clear explanation of the specific alleged breach and supporting evidence.
A fair review of my account and verification documents.
Payment of my €3,165 winnings if the casino cannot substantiate its decision to withhold them.
I am willing to provide any additional documentation reasonably required to verify my account and resolve this dispute.
Resolved
Months of delay refund of 1100 euro despite verified ID
Resolved
I am submitting a formal complaint regarding LuckyGem Casino. Several months ago, I was promised a refund of €1,100, which was supposed to be processed once my account verification was completed.
My verification was successfully completed in June, including a live verification via SUBSUB (or a similar procedure), and I have provided my identification document (ID). Despite LuckyGem already having this sensitive personal document and my verification being fully approved, the casino continues to delay the refund.
In chat, they repeatedly tell me to “wait a little longer,” while emails remain completely unanswered. The fact that LuckyGem already possesses my ID and live verification information, yet still fails to process the refund, is unacceptable and concerning.
I urgently request that AskGamblers take up my complaint and assist me in obtaining the outstanding refund of €1,100.
Kind regards,
My verification was successfully completed in June, including a live verification via SUBSUB (or a similar procedure), and I have provided my identification document (ID). Despite LuckyGem already having this sensitive personal document and my verification being fully approved, the casino continues to delay the refund.
In chat, they repeatedly tell me to “wait a little longer,” while emails remain completely unanswered. The fact that LuckyGem already possesses my ID and live verification information, yet still fails to process the refund, is unacceptable and concerning.
I urgently request that AskGamblers take up my complaint and assist me in obtaining the outstanding refund of €1,100.
Kind regards,
Resolved