The player from Germany had deposited €20 via Cashlib, but her account was immediately closed. She was informed that the closure was due to a system decision and that nothing could be done about it. The Complaints Team had attempted to investigate the issue but was unable to proceed due to a lack of response from her. Consequently, the complaint was closed, but she retained the option to reopen it in the future if she chose to resume communication.
LuckyWins! Casino - Player's account has been closed.
Closed
Our verdict
Player stopped responding
Amount: €20
LuckyWins! Casino
Safety Index:Very highCase summary
Discussion
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6 months ago
Translation
I deposited €20 via Cashlib. My account was immediately closed. Then I was told that the system had closed it and nothing could be done, and it had been forwarded.
Automatic translation:
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6 months ago
Dear michelle322,
Thank you very much for submitting your complaint. I’m sorry to hear that your account was closed right after making a deposit — that must have been very frustrating.
To help us better understand what happened and contact the casino with accurate information, could you please clarify the following:
- When exactly did you make the €20 deposit via Cashlib, and do you have any confirmation or receipt of the transaction?
- Did you receive any explanation from the casino as to why the system closed your account?
- Have you ever held an account with this casino before, or was this your first registration?
- When you say "it had been forwarded" — do you know what this refers to (e.g., forwarded to another department or payment processor)?
If you have any screenshots or email correspondence with the casino, please feel free to forward them to [email protected].
Your cooperation in providing these details will help us investigate and work towards a resolution.
I hope we will be able to help you to resolve this issue as soon as possible.
Thank you in advance for your reply.
Best regards,
Petronela
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If you notice anything suspicious, don’t hesitate to reach out to us directly.
Thank you for your patience, and stay safe.
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6 months ago
Dear michelle322,
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.
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5 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Petronela
Casino.Guru
