Luckygem Casino - Player's balance has been confiscated unfairly.

I am submitting this complaint because the casino has confiscated my balance based on an allegation that I used a VPN. This allegation is false.

I did not use a VPN to access my account. I was physically staying with my family in Germany and connected through a regular German internet connection. The fact that my IP address was from Germany does not mean that I was using a VPN.

The IP address used for my login was 148.59.74.6. Public network information identifies this address as part of the Orange Germany network (AS5511), and there is no public evidence that it belongs to a VPN provider or a hosting service. If the casino claims otherwise, I ask them to provide specific technical evidence proving that this IP address was a VPN or proxy at the time of my login.

Furthermore, neither Poland, where my account is registered, nor Germany, where I was staying, is listed as a restricted jurisdiction in the casino's Terms and Conditions. Therefore, even if I logged in from Germany, I did not violate any geographical restriction.

My account has been fully verified for a long time. The casino has already accepted my identity verification, and I have successfully completed dozens of deposits and withdrawals in the past without any issues.

The disputed balance does not originate from bonuses or promotional offers. It was obtained through normal gameplay using my own deposited funds.

In fact, during the last few weeks I have lost more money than I withdrew from the casino. This clearly shows that I was simply a regular player and not someone attempting to abuse promotions or exploit the casino.

The casino has provided no evidence that I violated any rule. Instead, it has made a serious accusation without presenting any technical proof. Simply stating that a VPN was used is not sufficient. If such an allegation is made, it should be supported by objective evidence.

I kindly ask Casino Guru to request that the casino provides the technical evidence on which this decision was based. If the casino cannot prove that I actually used a VPN or violated any provision of the Terms and Conditions, I respectfully ask that my confiscated balance be returned.

Thank you for your time and for reviewing my complaint fairly

I would also like to point out that this German IP address has been used by me for a long time. It is a static IP address, not a newly assigned one, and the casino has never raised any concerns about it before.

In fact, as recently as the end of June, while using the same IP address, I was contacted by the LuckyGem VIP Team with promotional offers encouraging me to continue playing. This demonstrates that the casino had no issue with my account activity or the IP address at that time. It is therefore inconsistent and unfair to suddenly claim that the very same IP address was associated with VPN usage only after I requested a withdrawal.

Furthermore, I had already used this same IP address on previous occasions, and the casino processed my withdrawal without any issues. This clearly demonstrates that the casino had previously accepted both my account activity and this IP address as legitimate.

It is therefore inconsistent and unfair to suddenly claim that the very same IP address indicates VPN usage only after a later withdrawal request. If the casino genuinely believed this IP address violated its Terms and Conditions, it should have raised the issue immediately, not only after I accumulated a withdrawable balance.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you contacted the casino’s customer support via email to provide evidence that you were physically located in Germany while playing at this casino?
• Do you have any evidence confirming that you were physically present in Germany at the time mentioned by the casino?
• What games did you play at this casino while you were in Germany?
• Did you activate any bonuses during that time?

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

Best regards

Veronika