Lucky Ones Casino - Тегленето на играча е отхвърлено и балансът по сметката е намален.

Ladies and Gentlemen

I am contacting you because I won 2,997.94 euros at LuckyOnes Casino. Unfortunately, my withdrawal was rejected on the grounds that I had violated the bonus terms and conditions. Instead, my account balance was reduced to just 50 euros.

I followed the bonus terms and conditions and the casino's general terms and conditions to the best of my knowledge, wagered over €3,000 to meet the wagering requirements and submitted all required verification documents (KYC), but my withdrawal was still denied.

The casino accuses me of having placed a bet of over 5 euros during the game, which according to the bonus terms and conditions means that the winnings are considered void. However, I am sure that I always acted within the specified rules.

The way customer support handled things was particularly disappointing: instead of answering my questions, I was repeatedly told to "be more careful next time". I find this communication disrespectful and not productive.

The win of almost 3,000 euros means a lot to me in my current difficult life situation, and I feel cheated by the casino's decision and the way the support handled it. I am therefore asking for your help to clarify the following points:

A detailed and transparent breakdown of my gaming activities that allegedly demonstrate a violation of the bonus rules.

A review of the validity and clarity of the bonus conditions, especially with regard to the stake limits.

A fair reassessment of my case and the payment of my legally earned winnings.

I hope for your support in finding an amicable solution. If no agreement is reached, I will be forced to contact the relevant gambling regulator and consumer organizations to assert my claim.

I thank you in advance for your time and understanding and hope that this incident will be resolved soon.

Best regards,

Nicola ****

Sehr geehrte Damen und Herren,

ich wende mich an Sie, da ich bei LuckyOnes Casino einen Gewinn in Höhe von 2.997,94 Euro erzielt habe. Leider wurde meine Auszahlung mit der Begründung abgelehnt, dass ich gegen die Bonusbedingungen verstoßen hätte. Stattdessen wurde mein Kontostand auf lediglich 50 Euro reduziert.

Ich habe die Bonusbedingungen und die Allgemeinen Geschäftsbedingungen des Casinos nach bestem Wissen und Gewissen befolgt, über 3.000 Euro umgesetzt, um die Umsatzanforderungen zu erfüllen, und alle erforderlichen Verifizierungsdokumente (KYC) eingereicht. Trotzdem wurde meine Auszahlung verweigert.

Das Casino wirft mir vor, während des Spiels einen Einsatz von über 5 Euro platziert zu haben, was laut den Bonusbedingungen dazu führe, dass der Gewinn als ungültig betrachtet wird. Ich bin mir jedoch sicher, dass ich stets im Rahmen der vorgegebenen Regeln gehandelt habe.

Besonders enttäuschend war der Umgang des Kundensupports: Statt auf meine Nachfragen einzugehen, wurde ich wiederholt pauschal darauf hingewiesen, „nächstes Mal besser aufzupassen". Diese Kommunikation empfinde ich als respektlos und nicht zielführend.

Der Gewinn von fast 3.000 Euro bedeutet mir in meiner derzeit schwierigen Lebenssituation sehr viel, und ich fühle mich durch die Entscheidung des Casinos sowie den Umgang des Supports betrogen. Ich bitte daher um Unterstützung, um folgende Punkte zu klären:

Eine detaillierte und transparente Aufschlüsselung meiner Spielaktivitäten, die angeblich einen Verstoß gegen die Bonusregeln belegen.

Eine Überprüfung der Gültigkeit und Klarheit der Bonusbedingungen, insbesondere im Hinblick auf die Einsatzlimits.

Eine faire Neubewertung meines Falles und die Auszahlung meines rechtmäßig erspielten Gewinns.

Ich hoffe auf Ihre Unterstützung, um eine einvernehmliche Lösung zu finden. Sollte keine Einigung erzielt werden, sehe ich mich gezwungen, die zuständige Glücksspielaufsicht sowie Verbraucherorganisationen einzuschalten, um meinen Anspruch geltend zu machen.

Ich danke Ihnen im Voraus für Ihre Zeit und Ihr Verständnis und hoffe auf eine baldige Klärung dieses Vorfalls.

Mit freundlichen Grüßen,

Nicola ****

Dear S.Nixo,

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

Our position regarding breaching the maximum bet rule is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets:

The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is [email protected] You should be able to request your gaming history from casino support in .csv format or similar for the period when the bonus was active. If you are unsuccessful, please forward the corresponding communication from the casino as proof.

Thank you in advance for your reply.

Best regards,

Tomas

Hello Thomas,

Thank you for your quick response.

I would like to inform you that I have already requested a game report from the casino. I have provided proper identification and am currently waiting for the relevant documents to be sent to me.

For your information: I am sure that I have achieved my larger winnings with a stake of €2. In this context, I would like to stress that I expect either the payout of my winnings or at least the right to continue using this amount to play. It does not seem at all understandable to me why my winnings are simply withheld from me.

Additionally, I would like to note that I have duly fulfilled the turnover requirement of €3,000.

I hope that this matter will be resolved soon and thank you in advance for your support.

Best regards

Nicola

Hallo Thomas,

vielen Dank für Ihre schnelle Rückmeldung.

Ich möchte Sie darüber informieren, dass ich bereits einen Spielreport beim Casino angefordert habe. Dazu habe ich mich ordnungsgemäß ausgewiesen und warte derzeit auf die Zusendung der entsprechenden Unterlagen.

Für Ihre Kenntnis: Ich bin mir sicher, dass ich meine größeren Gewinne mit einem Einsatz von 2 € erzielt habe. In diesem Zusammenhang möchte ich betonen, dass ich entweder die Auszahlung meines Gewinns erwarte oder zumindest das Recht, diesen Betrag weiterhin zum Spielen zu nutzen. Es erscheint mir in keiner Weise nachvollziehbar, warum mir mein Gewinn einfach vorenthalten wird.

Zusätzlich möchte ich anmerken, dass ich die Umsatzregelung von 3.000 € ordnungsgemäß erfüllt habe.

Ich hoffe auf eine baldige Klärung dieser Angelegenheit und bedanke mich im Voraus für Ihre Unterstützung.

Mit freundlichen Grüßen

Nicola

Hello Thomas,

Thank you for your message. As you requested, I am sending you my game history for the period to your email address, please check it out. The game history is attached in CSV format.

If you need further information or have any questions, please let me know.

Thank you in advance for your support.

Best regards, Stalder.

Hallo Thomas,

vielen Dank für Ihre Nachricht. Wie von Ihnen angefordert, sende ich Ihnen hiermit meinen Spielverlauf für den Zeitraum auf Ihre Email, bitte checken Sie das ab. Der Spielverlauf liegt im CSV-Format bei.

Falls weitere Informationen benötigt werden oder Sie noch Fragen haben, lassen Sie es mich bitte wissen.

Vielen Dank im Voraus für Ihre Unterstützung.

Beste Grüße, Stalder.

Thank you very much for the provided information.

I can see several bets from the records are above the maximum bet of allowed 5€, however, it's not clear whether this was also during wagering of the bonus.

• Could you please advise more details regarding the bonus you activated?
• How much did you deposit, and how much was the match bonus?
• What were the wagering requirements for the bonus?

Thanks in advance for your reply.

Hello, I deposited €50 back then.

I think the bonus was LUCK1ENG as far as I know. I had free spins, I remember that.

I had to spend 3000€, unfortunately that's all I know.

I would at least like to be able to play with the money I won, this is the most I have ever won and I don't play often.

Likewise, it would have been nice to have the money, but I just feel cheated.

Best regards.

Hallo ich habe damals €50 eingezahlt.

Der Bonus war glaube ich LUCK1ENG soweit ich weiß. Ich hatte Freispiele das weiß ich noch.

3000€ musste ich umsetzen das ist leider alles was ich weiß.

Ich würde wenigstens gerne mit dem gewonnenen Geld spielen können, das ist mein höchster jemals gewonnener Betrag und ich spiele nicht oft.

Ebenso wäre es einfach schön gewesen das Geld zu haben, ich fühle mich einfach betrogen.

Liebe Grüße.

Thank you very much, S.Nixo, for providing the necessary information. I will now transfer your complaint to my colleague Peter ([email protected])  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you S.Nixo for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Lucky Ones Casino for their help in resolving this complaint. We would like to know why were the player's winnings capped and what can we do to help resolve this issue.

Thank you!

I really want at least some of the money it's my biggest win and I'm going through a tough time.

Ich möchte wirklich wenigstens einen Teil des Geldes haben es ist mein Größter Gewinn und ich mache eine schwere Zeit durch.

Hello S.Nixo and Casino Guru Team,

Having reviewed this case involving an account adjustment due to a bet exceeding the €5 limit while using bonus funds, we agree that the action taken was unwarranted, as the bet over max allowed in question did not significantly impact the overall session and outcome. 

As a result, we have reinstated the player’s winnings of €2,948 and refunded customer's deposit as a gesture of goodwill. We also reached out by email privately to customer on this matter.

We apologise for any inconvenience caused and remain committed to ensuring fairness and transparency in our processes.

Best regards,

Luckyones Team

Thank you for the positive update Lucky Ones Casino representative.

Dear S.Nixo, let us know if this resolves your issue or if we should wait until you withdraw your winnings. Thank you in advance!

Hello Luckyones Team and Peter,

Thank you for your swift resolution of this matter.

I appreciate your understanding and your decision to credit the winnings of €2,948 back to my account, as well as the return of my deposit.

I have initiated a withdrawal of €2,950, and I will consider the case closed once the funds have been successfully received.

Thank you again for your fairness and professionalism in resolving this issue.

Best regards,

S. Nixo

Dear S.Nixo, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Hello Peter!

I am pleased to announce that the €2,950 has arrived in my bank account.

Thank you very much for your help and also thank you to Luckyones for the gesture.

I would love to play with you again sometime, but I'll be more careful.

I am overjoyed.

Best regards, Nico!

Hallo Peter!

Ich darf mit Freude verkünden das die €2.950,- in meinem Bankkonto angekommen sind.

Vielen vielen Dank für Ihre Hilfe und auch vielen Dank an Luckyones für die Geste.

Ich spiele gerne irgendwann wieder bei euch, werde aber vorsichtiger sein.

Ich bin überglücklich.

Liebe Grüße Nico!

Dear S.Nixo,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Peter