The player from Germany reported issues withdrawing winnings from the casino, where €2,000 had been confiscated due to alleged bonus rule violations. He believed he was entitled to €700 from a separate deposit made without a bonus, as the casino had incorrectly combined both amounts and denied his payout. The Complaints Team extended the response time, but due to a lack of communication from the player, the complaint was rejected.
LetsLucky Casino - Player’s winnings have been confiscated.
Closed
Our verdict
Player stopped responding
Amount: €2,700
LetsLucky Casino
Safety Index:Above averageCase summary
Discussion
Public
Public
7 months ago
Translation
Hello everyone, I hope someone can help me. I've been a customer there for two years and have never had such problems before. This is the first time. I partially understand why the €2,000 was confiscated, but I know I have the right to the €700.
It started like this:
I deposited €50 with a deposit bonus. I then won a large sum of €4,000. I successfully wagered the bonus but according to the casino I broke the bonus rules because I had bet more than €5. I ended up with €2,000 of the money and I understand that I broke the rules. Let's forget about the €2,000 for now. While I was waiting for my €2,000, I deposited another €25 WITHOUT A BONUS. And I had another €500 + €200 (€700 payout). I then waited a total of 6 days for my total winnings of €2,700 to be confirmed. Instead, the €2,000 was confiscated first, and then the other €700 that I had won without a bonus. I looked into it a lot and I am entitled to at least €700.
The casino lumps everything together and says I just broke the rules.
Automatic translation:
Public
Public
7 months ago
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 so I can better understand your situation.
- What was the balance in your account when you deposited the €25?
- Did you start playing with only this deposit, or were there any remaining winnings from the previous bonus still in your account?
Could you also please send me a screenshot of your bonus history from your casino profile?
In addition, kindly ask the casino to provide you with your gaming history in Excel format, starting from the moment you deposited €50 with a bonus, up to the point where your winnings reached €700. Once you receive it, please forward the file to me at veronika.f@casino.guru.
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
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