Lucy's Casino - 플레이어가 철회할 수 없습니다.

Hello, I won €17,948 over several days at the above casino without a bonus and without "free spins". I made my deposit in Ethereum and wanted to withdraw that way as well. At first I was able to pay out and got ethereum on my account. But now they say they would like to have several documents from me, which I have all submitted. However, it now says that the "withdraws are disabled". I can't pay anything. After several letters to the support it says my account is in a security check but I just don't get any feedback. I would be very happy if you can help me.

Guten Tag, ich habe im oben genannten Casino ohne Bonus und ohne „freispiele" 17.948€ gewonnen über mehrere Tage. Ich habe meine Einzahlung in Ethereum vorgenommen und wollte so auch auszahlen. Anfangs konnte ich noch auszahlen und habe ethereum auf mein Konto bekommen. Nun aber heißt es sie möchten mehrere Unterlagen von mir haben die ich alle eingereicht habe. Allerdings steht nun auch das die „withdraws are disabled" sind. Ich kann nichts auszahlen. Nach mehreren Schreiben an den Support heißt es mein Konto sei in einer Sicherheitsüberprüfung aber ich bekomme einfach keine Rückmeldung. Ich würde mich sehr freuen, wenn Sie mir helfen können.

Hello Robby94,

Thank you very much for submitting a complaint and I'm really sorry to hear about your issue with Lucy's Casino.

Please allow me to ask you a few more question before we would move forward.

Since when exactly are your withdrawals disabled? When did you send them the documents for the verification? When was the last time the casino contacted you?

Please note that it usually takes 1-2 weeks for the verification to be complete and it is a standard procedure to disable payments or even close the account until its finished.

Looking forward to your answer and I hope we will be able to help you out.

Regards,

Nick

Hello, first of all thanks for the editing. The fact that the payment is blocked is now about two weeks. Having said that, the casino always replies to my messages and says they are still under investigation. And they notify me after this process.

Guten Tag, erst einmal vielen Dank für die Bearbeitung. Dass die Auszahlung gesperrt ist geht jetzt ungefähr zwei Wochen so. Allerdings muss man auch sagen, dass das Casino immer auf meine Nachrichten antwortet und sagt, dass es immer noch in einer Prüfung sei. Und sie mich nach diesem Prozess benachrichtigen.

Thank you Robby94 for all the information. I will now forward your complaint to my colleague Adam who will be assisting you from now on.

Wish you best luck resolving it.

Hello Robby94,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Lucy's Casino to join the conversation and to aid in the resolution of this complaint.

Dear Lucy's Casino,

Could you please provide an update regarding the status of the player's account?

ear Customer,

 

 

 

We would like to inform you that following your case up, the investigation of your account has been completed.

The outcome of the investigation has shown that you are in breach of the Terms & Conditions listed below, and as a result the amount of 17.948,26€ has been removed from your account.

2.4.6 You have not already had an Account closed by us under the following reasons of Collusion, Cheating, Fraud, Criminal Activity, Breach of the Terms of Use or at Your request under paragraph Responsible Gaming/Gambling.

11.3. If:

a) We have reasonable grounds to believe that you have participated in or have been connected with any form of Prohibited Practice (and the basis of our belief shall include the use by us of any fraud, cheating and collusion detection practices which are used in the gambling and gaming industry at the relevant time); or

b) You have placed bets and/or played online games with any other online provider of gambling services and are suspected (as a result of such play) of any Prohibited Practice or otherwise improper activity; or

c) We become aware that you have "charged back" or denied any of the purchases or deposits that you made to your account; or

d) You become bankrupt or suffer analogous proceedings anywhere in the world,

then, (including in connection with any suspension and/or termination of your account) we shall have the right, in respect of your account to withhold the whole or part of the balance and/or recover from the account the amount of any deposits, pay-outs, bonuses or winnings which have been affected by or are in any way attributable to any of the event(s) outlined in this paragraph.

11.4. For the purposes of this paragraph 11:

a) A "fraudulent practice" means any fraudulent activity engaged in by you or by any person acting on your behalf or in collusion with you, and shall include, without limitation:

fraudulent charge-backs and rake-back activity;

the use by you or any other person who was participating in the same game as you at any time, of a stolen, cloned or otherwise unauthorized credit or debit card, as a source of funds;

the collusion by you with others in order to gain an unfair advantage (including through bonus schemes or similar incentives offered by us);

any attempt to register false or misleading account information;

any actual or attempted act by you which is reasonably deemed by us to be illegal in any applicable jurisdiction, made in bad faith, or intended to defraud us and/or circumvent any contractual or legal restrictions, regardless of whether such act or attempted act actually causes us any damage or harm;

b) An "unfair advantage" shall include, without limitation:

the exploitation of a fault, loophole or error in our or any third party's software used by you in connection with the Services (including in respect of any game);

the use of automated players ('bots'), or other 3rd party software or analysis systems; or

the exploitation by you, of an 'Error' as defined in paragraph 18, in any case either to your advantage and/or to the disadvantage of us or other.

c) Bonus Abuse includes, but is not limited to:

i. breach of terms and conditions of a bonus, free bets or any other promotional offer

ii. the opening of multiple accounts to claim multiple bonuses;

iii. all bonuses are subject to bonus use limitation based on the bonus engine, and, unless stated otherwise, they shouldn't be used more that 6 times per calendar month; if for any reason a bonus code is used by an individual player over the stated amount, the Company reserves the right to further investigate bonus abusing pattern and deduct bonus winnings plus all 3rd-party charges arising from player's activity (payment fees, providers fees, etc)

Where there is a reasonable suspicion that the Account Holder has committed or attempted to commit a bonus abuse, either on their own or as part of a group, company reserves the right to:

i. forfeit the bonus allocated to the Account Holder and any winnings from that bonus, and/or

ii. revoke, deny, or withdraw a bonus offer from the Account Holder, and/or

iii. block an access to particular products, and/or

iv. exclude the Account Holder from any future promotional offers, and/or

v. terminate the Account Holder’s account with immediate effect.

12.10 Company reserves the right, in its sole discretion, to void any winnings and forfeit any balance (winnings and deposits) in your betting account, to terminate the Agreement and/or to suspend the provision of the Services or deactivate your account if:

i) we identify you have disguised, or interfered, or taken steps to disguise or interfere, in any way with the IP address of any Device used to access our Site (such as using a Virtual Private Network "VPN")

 

ii) it comes to our attention that the customer used forged documents (photos, scanned documents, screenshots etc.) during the verification procedure or in any point time the Agreement is active

iii) there is a reasonable suspicion that you have committed or attempted to commit a bonus abuse, either on your own or as part of a group

iv) you are involved in any fraudulent, collusive, fixing or other unlawful activity in relation to Your or third parties’ participation or you use any software-assisted methods or techniques or hardware devices for Your participation in any of the services provided by the Company.

43.3 The Company does not recommend two or more Users placing bets from one IP-address (from the same computer or the same local area network) in order to avoid suspicion of collusion (cheating). In such cases it is necessary to reconcile the possibility of the game with the Company by explaining the circumstances. the Company has the right to block the account of such a User and ask them to send the documents verifying their registered identity.

 

Do not hesitate to contact us in case you need any further help. Have a good day.

 

Support Team

Dear Casinoguru team,

I didn't do anything that I was accused of doing. Like everyone else, I gambled with money that was mine. The amount has been canceled from my player account and I am no longer able to make a withdrawal.

Liebes Casinoguru-Team,

ich habe rein gar nichts von dem gemacht was mir vorgeworfen wurden ist. Ich habe wie jeder andere mit Geld gespielt was mir gehört. Der Betrag wurde von meinem Spielerkonto storniert und ich habe keine Möglichkeit mehr eine Auszahlung vorzunehmen..

Hello Robby94,

Thank you for providing the additional information.

Dear Lucy's Casino,

Please could you clarify the specific reason for the player's balance being confiscated, and forward any relevant proof to my email address: adam.m@casino.guru ?

Dear Casino Guru Team,

Today I received an email from the licensing authority stating that the casino claims I was using a VPN. I have sent proof that the IP address found belongs to my cell phone contract and I have not used any VPN or anything else. The casino is trying by all means to accuse me of fraud. I have entered my IP address on all websites and it is always assigned to my mobile operator Telefonica O2 and also the location is always in my state and city. Can you please help me? Thanks very much.

Liebes Casino-Guru-Team,

heute habe ich eine Email von der Lizenzbehörde erhalten, woraus hervorgeht, dass das Casino behauptet ich hätte einen VPN benutzt. Ich habe Nachweise darüber geschickt, das die festgestellte IP-Adresse zu meinem Mobilfunkvertrag gehört und ich keinerlei VPN oder sonstiges benutzt habe. Das Casino versucht mit allen Mitteln mir einen Betrug vorzuwerfen. Ich habe meine IP-Adresse auf sämtlichen Internetseiten eingegeben und Sie wird immer meinem Mobilfunkanbieter Telefonica O2 zugewiesen und auch die Ortung ist immer in meinem Bundesland und in meiner Stadt. Können Sie mir bitte helfen? Vielen Dank.

Hello Robby94,

Could I ask you to please forward the email to me? My email address is adam.m@casino.guru.

Thank you very much, I have sent you the email with the documents. If you enter my IP address the casino

located, then you will see that the location of the IP address is right in my city. It is therefore completely pointless to use a VPN if you have nothing to blame and gambling is legal in my country. The host of the IP address is traced back to my provider Telefonica O2 which definitely says that I have not tried to hide my IP in any way.

Furthermore, the casino has had my mobile phone bill for months, which also shows the host name of the IP address.

The casino also claims that my account has already been blocked, which was definitely not the case. There was always talk of a security check, but playing was not blocked for me. At no point was this security check explained to me as if I was cheating, I just thought everything was being scrutinized, which I was not in the least concerned about as I did NOTHING that was illegal.

Thank you from the bottom of my heart for your truly professional assistance.

Vielen Dank, die Mail mit den Unterlagen habe ich an Sie geschickt. Wenn Sie meine IP Adresse, die das Casino

lokalisiert hat, dann sehen sie, dass der Standort der IP-Adresse genau in meiner Stadt liegt. Es ist daher auch völlig sinnlos einen VPN zu benutzen wenn man sich weder etwas vorzuwerfen hat und das Glücksspiel in meinem Land legal ist. Der Host der IP-Adresse ist auf meinen Anbieter Telefonica O2 zurückzuführen was definitiv aussagt, dass ich meine IP in keiner Weise versucht habe zu verbergen.

Des Weiteren hat das Casino bereits seit Monaten meine Handyrechnung aus der auch der Hostname der IP-Adresse hervorgeht.

Auch behauptet das Casino mein Konto bereits gesperrt gewesen ist was definitiv nicht der Fall war. Es war lediglich immer die Rede von einer Sicherheitsüberprüfung, das Spielen war dennoch nicht für mich gesperrt. Diese Sicherheitsüberprüfung wurde mir zu keiner Zeit so erklärt als würde ich betrügen, ich dachte lediglich es wird alles genau geprüft, was für mich in keiner weise beunruhigend war, da ich NICHTS verbotenes getan habe.

Ich danke Ihnen vom ganzen Herzen für Ihre wirklich professionelle Mithilfe.

Hello Robby94,

Thank you for the email. After looking up your IP address I can see it does seem to be assigned to O2 Deutschland. However, all checks also show it to be blacklisted, very high risk and it is detected as a VPN/Proxy connection.

Can I ask if you have contacted the mobile operator regarding this?

Good Morning,

Unfortunately, I don't know why this is the case, I had my IP checked on a number of sites and all sites indicated that there was NO high risk and no VPN or anything else was detected. What do you think I should ask O2 or what I should ask? But it is also the case that the localized address corresponds to my own address via the IP?!

Thanks very much.

Guten Morgen,

ich weiß leider nicht warum das so ist, ich habe meine IP auf etlichen Seiten überprüfen lassen und alle Seiten haben angezeigt das dort KEIN hohes Risiko von ausgeht und kein VPN oder sonstiges erkannt wurde. Was meinen Sie was ich O2 fragen soll, beziehungsweise was ich anfragen soll? Es ist doch aber auch so dass die lokalisierte Adresse über die IP meiner eigenen Adresse entspricht?!

Vielen Dank.

Hello Robby94,

I would contact the mobile operator and explain the situation in full. It would be useful if they could explain why the IP address is being flagged in this way, why it shows as a VPN/Proxy, and also I would ask them to provide some sort of official confirmation that the IP address is assigned to them.

You said you have sent proof of his already, can I ask what you have sent?

Dear Lucy's Casino,

Please comment on the situation. Is it possible that the IP address could have been flagged inaccurately?

Dear Team,

I have now registered on the site where the casino also has your IP checked. My search revealed that the IP does not use a VPN. May I ask where you checked the IP? Also, the request ID that the casino allegedly used is incorrect. I assume that the casino may have intentionally blacklisted the IP address in order not to pay out the winnings. I have written to both the operator of the IP verification site and my mobile operator asking them to review the process.

Also, the casino claims they checked it on the lowest security level and I checked it on the highest security level to rule out all possibilities. A query always revealed that neither a VPN nor anything else was used and that the IP poses no danger.

Thanks very much.

Liebes Team,

ich habe mich nun auf der Seite angemeldet wo das Casino auch ihre IP überprüfen lässt. Meine Suche ergab dass die IP keinen VPN benutzt. Darf ich fragen wo Sie die IP überprüft haben? Auch ist die Request ID die das Casino angeblich benutzt hat nicht korrekt. Ich gehe davon aus, dass das Casino die IP Adresse vielleicht absichtlich auf eine Blacklist setzten lassen hat um den Gewinn nicht auszuzahlen. Ich habe sowohl dem Betreiber der IP-Überprüfungs Seite als auch meinem Mobilfunkanbieter geschrieben, das sie bitte den Vorgang prüfen.

Auch behauptet das Casino sie hätten es auf dem niedrigsten sicherheitslevel überprüft und ich habe es auf dem höchsten Sicherheitslevel überprüft um alle Möglichkeiten auszuschließen. Eine Anfrage ergab immer das weder ein VPN noch sonst irgendwas verwendet wurde und von der IP keine Gefahr ausgeht.

Vielen dank.

Hello Robin,

Thank you for the additional information.

I checked the IP via some websites used for this purpose, but this is why I have suggested contacting the mobile operator, as they will know more about this.

Please keep us updated with any further developments.

You mentioned previously you had sent the proof to the Licensing Authority, can I ask if you have had any further response from them?

Kind regards,

Adam

Dear Robin,

Did you manage to contact the mobile operator? Has there been any progress?

We would like to ask Lucy's 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Good evening, yes I wrote to the mobile operator and they told me that no VPN was used

is. I also told the casino that, unfortunately always the same thing. They claim I cheated. I still maintain that I didn't do anything and the address that the casino located is exactly my city, so I don't think there is any causality and even if I had used a VPN, which I don't have, my city was shown became where gambling is legal. I am very disappointed with the casino, as I have played there a lot in the past and have always been very satisfied.

Best regards

Guten Abend, ja ich habe dem Mobilfunkanbieter geschrieben und er sagte mir das kein VPN benutzt wurden

ist. Das teilte ich auch dem Casino mit, leider immer wieder das gleiche. Sie behaupten ich hätte betrogen. Ich bleibe nach wie vor dabei dass ich nichts getan habe, und die Adresse, die das Casino lokalisiert hat genau meiner Stadt entspricht, daher finde ich das keine Kausalität besteht und selbst wenn ich einen VPN benutzt hätte, was ich nicht habe, meine Stadt angezeigt wurde wo das Glücksspiel legal ist. Ich bin sehr enttäuscht von dem Casino, da ich auch in der Vergangenheit viel dort gespielt habe und bis dato immer sehr zufrieden war.

liebe Grüße

Dear Robin,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be done without cooperation from its side.

I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in 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.

In the meantime, I recommend you to contact the Curacao Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. It's not the best licensing authority but it has more options and tools to help players. Let me know how they replied (adam.m@casino.guru).

I wish I could have been of more help.

Best regards

Adam