Luckygem Casino - L'account del giocatore è stato chiuso.

I had 4863 EUR in my account -> I wanted to withdraw -> The system reported a KYC error - When trying to log in, I accidentally clicked on Google login - The system created an empty account which I immediately reported to support. Support blocked the second account - The casino subsequently blocked my main account as well.

​Emphasize that no deposit was made on the second account, no game round was played, and no bonus was taken.

Měl jsem na účtu 4863 EUR -> Chtěl jsem vybrat -> Systém hlásil chybu KYC - Při pokusu o logování jsem omylem klikl na Google přihlášení - Systém vytvořil prázdný účet který jsem Ihned nahlásil podpoře. Podpora druhý účet zablokovala - Kasino mi následně zablokovalo i hlavní účet.

​Zdůrazněte, že na druhém účtu nebyl proveden žádný vklad, nebyl hrán žádný herní round a nebyl vzat žádný bonus.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Luckygem.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please describe the verification procedure in the casino? Which documents have you provided to the casino and in which format? Were you asked to upload documents to the casino's website, submit them via email, or use a third-party service?
• When did the verification of your account start? When were you informed that the verification process failed?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino when you contacted them regarding the issue? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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

Best regards,

Tomas

Dear Jirka123,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello Jirka123, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the accidental creation of duplicate account.. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of Luckygem Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s original account has been blocked, as the mistake has been reported instantly? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail [email protected].

Thank you for your patience and cooperation in advance.

Dear Matej,

Thank you for inviting us to participate in this complaint.

We have completed a thorough review of the player's account history and would like to clarify that this case is not limited to the accidental creation of a single duplicate account, as described by the player.

Our investigation established that the player created multiple accounts on separate occasions, using different phone numbers during the registration process. This pattern extends beyond a single technical mistake or an inadvertently created account through the Google sign-in option.

While we acknowledge that the player contacted our support team regarding one of the duplicate accounts and was advised to continue using the original account, this communication was based solely on the information available to the support agent at that time. Customer Support does not conduct comprehensive fraud investigations, nor does such communication constitute approval of any previously undiscovered breaches of our Terms & Conditions.

Subsequent reviews performed by our Security and Risk team identified additional account activity that was not known when the initial support conversation took place. Following this broader investigation, it was concluded that the player had created multiple accounts in breach of our Terms & Conditions.

For security reasons, we are unable to disclose publicly the full scope of our internal investigation, including the technical data, detection methods, account-linking criteria, and other fraud prevention mechanisms used to reach this conclusion. Disclosing such information would compromise the effectiveness of our security systems.

However, we are happy to cooperate fully with Casino Guru and are prepared to provide the relevant evidence and supporting information directly to you via email for confidential review.

Based on the findings of our Security and Risk team, we remain satisfied that the action taken on the account was justified and in accordance with our Terms & Conditions.

Kind regards,

LuckyGem Team

"Thank you to the casino representative for his statement. I would like to respond directly to his claims and set the record straight for Tomáš from Casino Guru:

1. Absence of fraudulent intent and profit: I have not made any deposit, played a single spin, and have not taken or used any bonus or free spins on any of the sub-accounts. I have not gained any financial or gaming advantage.

2. Reason for multiple registrations: Trying to register/enter a different number on my part was not an attempt to circumvent the rules, but pure desperation from a technical verification failure. The system repeatedly failed to deliver the SMS verification code for the Czech Republic to me. When the system failed, I tried to resolve the situation without knowing how strictly automated casino security algorithms work.

3. Active reporting and cooperation: As soon as I realized the duplication, I immediately contacted the casino support myself, reported it and requested the deletion of the secondary account. Support confirmed in writing that I could continue to use my main account ( [email protected] ).

4. Proportionality of the punishment: I consider the confiscation of my honestly won balance of **EUR 4,863.89** in the main account to be a completely inadequate punishment for technical errors during registration, from which there is no profit or damage incurred by the casino.

I ask Tomáš from Casino Guru to assess the case according to standard fair gaming principles - there was no bonus abuse or fraud, all the balance comes from my real deposits in the main account."

Best regards, Jirka123

"Děkuji zástupci kasina za vyjádření. Rád bych na jeho tvrzení přímo zareagoval a uvedl věci na pravou míru pro Tomáše z Casino Guru:

1. Absence podvodného úmyslu a zisku: Na žádném z vedlejších účtů jsem neuskutečnil žádný vklad, neodehrál jediné zatočení a nevzal ani nevyužil žádný bonus ani free spiny. Nezískal jsem žádnou finanční ani herní výhodu.

2. Důvod více registrací: Zkoušení registrace/zadávání jiného čísla z mé strany nebylo pokusem o obcházení pravidel, ale čirým zoufalstvím z technického selhání verifikace. Systém mi opakovaně nedoručoval SMS verifikační kód pro ČR. Když systém selhával, zkoušel jsem situaci vyřešit bez znalosti toho, jak přísně automatizované bezpečnostní algoritmy kasina fungují.

3. Aktivní nahlášení a součinnost: Jakmile jsem si uvědomil vytvoření duplicity, okamžitě jsem sám od sebe kontaktoval podporu kasina, nahlásil to a požádal o smazání vedlejšího účtu. Podpora mi písemně potvrdila, že mohu nadále používat svůj hlavní účet ([email protected]).

4. Přiměřenost trestu: Považuji konfiskaci mého poctivě vyhraného zůstatku ve výši **4 863,89 EUR** na hlavním účtu za zcela neadekvátní trest za technické chyby při registraci, z nichž neexistuje žádný profit ani škoda vzniklá kasinu.

Prosím Tomáše z Casino Guru o posouzení případu podle standardních principů férového hraní – nedošlo k žádnému bonus abuse ani k podvodu, veškerý zůstatek pochází z mých reálných vkladů na hlavním účtu."

S pozdravem Jirka123

I would like to thank both parties for providing further details regarding this complaint.

Dear Luckygem Casino, thank you for offering to provide the relevant evidence, whcih can be sent to me directly at [email protected] for internal review. Nothing sensitive will be forwarded or shared publicly.

Please include the list of player's accounts alongside the profiles showing how the credentials were filled, creation dates and whether any gameplay, deposits and/or withdrawals happened on any of these accounts. If ther eare any records of failed SMS verification on these accounts, that woul be helpful to know as well.

Once I receive the evidence and have a chance to review it, I will recommend the best next steps. Thank you for your time and cooperation!

Dear Matej,

We have sent you an email with more details.

Kind regards,

LuckyGem Team

Thank you, Luckygem Casino, for the evidence provided and for the suggested resolution. Highly appreciate that. I have responded to your message, and if there is anything you need from the player or myself, please let us know in this thread or via e-mail.

Dear Jirka123, after reviewing the casino's evidence, the creation of multiple accounts is evident and it does not stop at one. Unfortunately this goes against the casino's T&C and although no gameplay occured on the additional accounts, it does mean I will not be able to mediate the return of your winnings on your behalf. If there was an issue with account creation or email/phone/KYC verification, the next steps should have been contacting the support team and resolving the issue with them, or registering in another casino. By creating multitude of additional accounts, you have breached the terms you have agreed to upon signing in for the original account, therefore the confiscation of the winings is fully in line with the said terms.

However, as a goodwill gesture, the casino representative confirmed that Luckygem is willing to return your deposits, which is not something many casinos do in case of multiple accounts. I have responded to the latest message and asked to proceed with the payment, so you may be contacted by the casino shortly, if they need to finish your KYC or confirm the payment method that should be used for the refund. If you have any questions or get contacted by the casino, please let me know. Thank you for your understanding.

Hi Matej,

Thank you. We have contacted the player directly to sort this.

Kind regards,

LuckyGem Team

Thank you for the update, dear Luckygem Casino. Please, let me know once the payment has been processed on your end. Thanks.