My experience with LuckyGem was extremely negative. The casino confiscated approximately €1,000 from my account after accusing me of prohibited activity, initially referring to VPN/proxy usage. I denied this allegation and repeatedly asked the casino to clearly explain what specific rule I had broken and to provide sufficient evidence.
My account had previously been verified, deposits were accepted and previous withdrawals had been processed without problems.
I later opened a formal complaint on Casino.Guru. LuckyGem had the opportunity to provide evidence to the mediator, including confidential evidence. After the investigation, the complaint was closed as "Unresolved – Insufficient evidence from casino."
In other words, despite the casino being given the opportunity to substantiate its allegations, the alleged breach could not be sufficiently established from the evidence provided.
My approximately €1,000 balance was never returned.
Based on my experience, I cannot recommend LuckyGem. Players should be aware that account restrictions and balance confiscations can have serious consequences, and in my case the casino was unable to provide sufficient evidence to the independent complaint mediator to justify what it had done.
My account had previously been verified, deposits were accepted and previous withdrawals had been processed without problems.
I later opened a formal complaint on Casino.Guru. LuckyGem had the opportunity to provide evidence to the mediator, including confidential evidence. After the investigation, the complaint was closed as "Unresolved – Insufficient evidence from casino."
In other words, despite the casino being given the opportunity to substantiate its allegations, the alleged breach could not be sufficiently established from the evidence provided.
My approximately €1,000 balance was never returned.
Based on my experience, I cannot recommend LuckyGem. Players should be aware that account restrictions and balance confiscations can have serious consequences, and in my case the casino was unable to provide sufficient evidence to the independent complaint mediator to justify what it had done.
- Previous withdrawals were processed successfully
- Balance confiscated
- insufficient evidence
- poor dispute handling
