LuckyDiamond Casino - L'account del giocatore è stato chiuso a causa di attività sospette.

Registerd in Luckydiamond.io on May, deposits, withdrawals, bets.. all OK. On may 31th, I won some good prizes, then I retired 30 ZEC to my account which never sent. Shortly after making this withdrawal, with the remaining balance I had, seeing how long the withdrawal was taking, I decided to exchange ZEC for 2+ LTC to try to withdraw them as well and see if Litecoin would take less time to process. However, I couldn't complete this withdrawal because one was already being processed.

The next day, when I tried to log into my account after entering the two-factor authentication code, the page returned me to the home page without having logged in. When I contacted the team, it was because my account was suspended due to suspicious activity (which is only suspicious if you win a big prize, apparently). After contacting them through the chat available on the website, they told me to contact [email protected] so they could explain the reason for my account suspension. And the reason I cant understand. Last conversation seems like there is some problem with ZEC because they quit ZEC after my problem in deposit and withdrawal.

last conversation: (I have more)

Conversation started on Friday, September 05, 2025, at 19:56 (GMT+0)

[19:56]Sergi: hello[19:56]Axcel has joined the conversation[19:57]Axcel: our system detected very suspicious in your account activity that lead to being banned[19:58]Sergi: I would have continued playing on your platform if there hadn't been any problems, I've been lucky here, but it's rarely like that, I still don't understand the reason[19:58]Sergi: which activity?[19:59]Sergi: I only remember I up my bet in Big Bass Halloween and in next spin I get 3 scatter, it was lucky sincerely[19:59]Sergi: At least give me back my deposits, otherwise this is a complete robbery.[20:01]Axcel: it's not robbery and we have the right to banned your account because of violating our rules[20:03]Sergi: [21:52] V1753152173363778: i cant loggin

[21:52] Axcel: no coins or currency showed up but you got profit

[21:52] Axcel: so you already knew the answer why your account being banned

[21:53] V1753152173363778: Mm I deposited multiple times. Can you explain a little that reason, and maybe I understand it..[20:06]Axcel: I already gave you an explanation regarding your account from being banned, your activity of winning and having a profit which it does not showed up in your account and our system detected it as suspicious activity.[20:08]Sergi: It seems that it doesn't appear in my account. I made ZEC deposits. Please check it.[20:17]Sergi: https://blockexplorer.one/zcash/mainnet/tx/d4d074a12c67c8ae69af3a88a562c8f3f35c516224b8297e8c58c3867fd417d9[20:18]Sergi: coins not moved[20:23]Sergi: any clarification?[20:33]Sergi: I just created a new account, and now Zcash is not showing for deposit, but you can select that coin to play, obviously some problem is happening[20:36]Sergi: Zec withdrawal option is also not showing, this probably has a reason related with my problem..[20:37]Sergi: can you check it more deeply?[20:39]Axcel: but it's not allowed to have multiple accounts[20:39]Axcel: another violation[20:39]Sergi: I just created it to verify what is happening[20:39]Sergi: I don't played and nothing[20:39]Axcel: please read our rules and regulations in our site[20:40]Sergi: robbed is the username of my new account, you can check it[20:41]Sergi: if is not there any solution, I will make sure gamblers know what you're up against in your casino[20:43]Axcel: you the one violated our rules, it's not possible to have multiple accounts[20:43]Axcel: it's very common rules to all casino[20:44]Sergi: that reason is not a reason because I just created it to check, and I communicate it to you. Good luck, let's see how long it lasts.

Dear player,  

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with LuckyDiamond Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Could you please advise when the problems with your withdrawals started? When exactly did the casino close your account? 
• Did you pass the verification before you lost access to the account?  
• Did you accumulate your winnings with or without an active bonus?  
• Did you have any problems with your deposits? Were any of the payments not credited to your casino account?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.  

Best regards,

Natalia

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If anything seems suspicious, contact us directly.

Stay safe.

Hello Natalia, thank you for your response.

I haven't had access since June 1st, and the withdrawal problem has been going on since then. I had previously made withdrawals without any problems, until today.

I haven't been asked for verification, just my email address, and I have two-factor verification enabled, but I haven't been asked for identity verification.

These earnings were without a bonus. I received bonuses when I signed up, but they were weeks before, and they've already been used.

I've never had any problems before, I've made deposits and withdrawals without any problem, but for smaller amounts.

I'm here for anything else you need. Thank you so much for your time.

All the best.

Sergio

Hola Natalia gracias por tu respuesta.

No tengo acceso desde el 1 de junio, y el problema de los retiros es desde ese momento, anteriormente había hecho retiros sin problema, hasta este día.

Verificación no me han requerido, simplemente el correo electrónico y tengo activada la verificación de dos factores, pero verificación de identidad no me la han solicitado.

Estas ganancias fueron sin bono. Recibí bonos al registrarme pero semanas antes, y ya fueron utilizados.

Nunca había tenido ningún problema anteriormente, realicé depósitos y retiros sin problema, pero de menos cantidad.

Estoy para cualquier cosa más que necesitéis. Muchísimas gracias por vuestro tiempo.

Un saludo.

Sergio

Dear player, what was the official explanation from the casino? You mentioned that you were asked to contact the support via email. Have you done it?

Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post the screenshots here. Thank you in advance.

Hello,

I have just sent to your mail 5 conversations, There are two or three conversations before I didn't save, At this time I didn't know I could save it. I also send some screenshots about the sentence reason of suspend my account, but only about this. You can find all it in your email.

Thanks again Natalia.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Stefan ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear TheLab,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a LuckyDiamond Casino representative to join this conversation and participate in resolving this complaint.

Dear LuckyDiamond Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

after comment this post in their Telegram Group, blocked few minutes later. In their website chat the same...

Dear TheLab,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Stefan

Casino.Guru