Luckygem Casino – generell diskussion

Om du vill diskutera något relaterat till Luckygem Casino – det kan vara spel, bonusar, betalningsmetoder, problem med ditt konto, ansvarsfullt spelande eller något annat – kan du göra det här.

Perfect casino

Can you say what specifically?

I think other players could use it.😀

I would like to file a complaint against Lucky Gem, which is operating illegally and refuses to refund my deposits.

Here is my situation:

I deposited a total of €297 and verified my account when I registered. Later I won up to €1,500 and requested a withdrawal. Instead of processing it, Lucky Gem cancelled my withdrawal saying my "zip code was not on the ID anymore", even though they had already accepted my documents before. They asked me to email all my personal information again and told me it would take only 30 minutes.

While waiting for verification for many hours, I asked support multiple times, but they kept delaying and telling me to wait. Because of the stress and uncertainty, I continued gambling and my balance dropped significantly. Only *the next morning*, when I had about €500 left, they suddenly approved the withdrawal request — but still did not process it. Eventually the entire balance was lost.

Important:  

I am registered in **CRUKS** in the Netherlands due to a gambling addiction. Licensed casinos cannot allow me to play. Lucky Gem is unlicensed and illegally allowed me to deposit and gamble, which is a serious violation of Dutch law.

When I asked for a refund of my deposits due to illegal operation and CRUKS violation, they replied with a message saying my case was sent to "Compliance" and would take **3–6 months**. This is clearly a stalling tactic used by unlicensed casinos. Legitimate operators process complaints within days, not months.

Lucky Gem is:

• operating without a Dutch gambling licence  

• accepting CRUKS-registered players  

• cancelling valid withdrawals without reason  

• delaying verification until the player gambles the money back  

• refusing to process refunds  

• providing fake "compliance reviews"  

• ignoring responsible gambling rules  

I am requesting Casino Guru’s assistance in recovering my €297 deposit, as these funds were taken illegally and under false pretenses.

I can provide chat logs, emails, screenshots, and any other evidence you require.

Thank you in advance for your help.

According to our information, this casino doesn't accept players from your country.

Have you used a VPN to register and play there by any chance? 🤔

How come they verified your account? What documents did you send them, please?

Casino med ett bra utbud av spel och attraktiva bonusar. Plattformen är hyfsad, men kundtjänsten skulle kunna förbättras och villkoren är något förvirrande överlag.

Thanks for the information.

If you could improve customer support, how would you do it? Regarding the terms, what specifically is confusing? Is there something you don't understand, and if so, what?

Great casino.. Fun!

Can you tell us more about your experience? 😀

Jag kommer förmodligen att lämna in ett klagomål eftersom det här casinot vägrar att betala ut pengar till mig. Den 19 mars begärde jag ett uttag, vilket initialt avbröts eftersom jag först var tvungen att verifiera mitt konto. Det var acceptabelt för mig. Efter att ha slutfört verifieringen begärde jag ett nytt uttag och fick ett bekräftelsemejl som angav att mitt uttag skulle behandlas inom 48 timmar. När detta inte hände frågade jag och blev ombedd att ge dem tid. Mitt uttag har fortfarande inte behandlats, och mina mejl har ignorerats i två dagar. Inget svar alls. Ingen i livechatten är villig att hjälpa till; de säger bara att de kommer att vidarebefordra det.

Hello Gretche70, I understand this is inconvenient, but on the other hand, a complaint is not an instant solution. Just a kind reminder, if you do not mind, the casino has 14 full days to resolve the situation; only if they fail are we in a position to step in actively.

Live chat workers are usually not very helpful, as you found out; they are not involved in the transaction process, so actually they can only forward a concern.

It's a fresh casino, so I sincerely hope it won't take longer.

Accepterar detta casino spelare från Tyskland?

Även om er webbplats säger nej, kunde jag logga in utan VPN, därav frågan.

Hello, that's a great question.

Basically, we do not say whether it is technically possible to register, but rather what is allowed by the casino. So, if your country is listed among the allowed countries, it should be okay. If the review states that the casino does not accept players from Germany, it is advisable to double-check the rules to confirm that Germany is not listed among the restricted countries and to see if the casino allows VPN usage.

I found this particular warning on our website saying, "Important: VPN not allowed: This casino doesn’t allow players to use VPNs. Be careful because if you’ll access this casino using VPN, it may in the future use it against you and void your winnings."

Jag använde inte VPN. Registrering och verifiering slutfördes också.

Ingen utbetalning har behandlats av casinot. Supporten har upprepade gånger gett mig felaktigheter. Dessutom uppgav de att de inte har någon aning om vad finansteamet gör och inte kan kontakta dem.

Utbetalningen behandlades initialt, men förblev sedan väntande i fem dagar innan den annullerades. Denna cykel upprepades sedan kontinuerligt.

Jag råder alla att vara försiktiga när de använder detta casino.

At least it seems that the VPN and the country are not an issue. But I understand that payouts should be clearly carried out, and roundabouts do not build trust in casinos' services. What sort of explanation are you getting, if I may ask?

It's quite common that no other team has access to finance schedules. 🙁 Which obviously makes the updates less fluent. However, repeated cancellation deserves proper handling. No questions about that.

Casino: LuckyGem Casino

Complaint Amount: €19,010

I am submitting this complaint regarding the confiscation of my casino balance of €19,010 by LuckyGem Casino.

After accumulating winnings in my account, LuckyGem informed me that my account had been blocked and my balance confiscated due to alleged VPN usage. I strongly dispute this allegation.

I have never knowingly used a VPN while accessing or playing on LuckyGem Casino. I have repeatedly asked the casino to provide evidence supporting their accusation, but no evidence has been provided.

I contacted customer support multiple times via email and live chat. During the live chat, customer support informed me that they could not provide any further explanation beyond previous emails and stated that the decision was considered final. They also refused to provide any additional evidence or details regarding the alleged violation.

I believe this is unfair because:

My balance of €19,010 was confiscated.

No clear evidence has been provided to support the VPN allegation.

I have cooperated fully with the casino.

My requests for clarification and review have been rejected without proper explanation.

I respectfully request that AskGamblers investigate this dispute and ask LuckyGem Casino to provide:

The evidence allegedly showing VPN usage.

The specific Terms and Conditions they believe I violated.

A full review of my account and case.

Restoration of my confiscated balance if no valid evidence exists.

I am willing to provide all emails, screenshots, and chat transcripts upon request.

Hi, I see you're having a problem with the VPN. I guess the most important thing for me right now is whether you were using it or not?

It would also be good to check where you're posting, and if you're posting here, don't write something like this—it sounds strange: "I respectfully request that AskGamblers investigate this dispute..."

In any case, I still hope this situation can be resolved. You wrote that you didn’t use the VPN, so what actually happened?

Hi Jaroslav,

Thank you for your reply.

First of all, I apologize for the confusion in my previous message. When I mentioned "AskGamblers," that was a mistake on my part. I am seeking assistance here through Casino Guru regarding my dispute with LuckyGem Casino.

To answer your question directly: I was not using a VPN while playing or accessing my LuckyGem account.

I only connected through my regular Wi-Fi connection. I am not familiar with VPN networks and I have never intentionally used a VPN service to access the casino or bypass any restrictions.

This is why I am confused by the casino's allegations. The casino informed me that my account was blocked due to alleged VPN usage, but they have not provided me with any evidence showing that I actually used a VPN.

My main concern is that my account was closed and my balance of €19,010 was confiscated based on an accusation that I believe is incorrect.

I would appreciate it if LuckyGem Casino could provide clear evidence of the alleged VPN usage so that I can better understand and respond to their claims.

Thank you for your time and assistance. I hope this matter can be resolved fairly.

Kind regards,

Wessel Merkus

So let's see what we can do and what the casino will provide our team. Usually, these kinds of things aren't shared with players, but if you say you haven't used a VPN at all, then I don't really understand the casino's reasoning.

But we'll have to wait and see how the complaint develops. 

ok lets goo