The player from Denmark faced issues with a withdrawal of 4000 euros from her account at Letslucky.com, which was rejected due to claims of exceeding a bonus play limit. She asserted that she rarely used bonus money and believed the casino's argument was unfounded, as she had deposited significantly more than the claimed bonus amounts. The casino had stopped responding to her inquiries. The complaint was currently closed due to the player's lack of response to the Complaints Team's requests for further information, but she retained the option to reopen it in the future.
LetsLucky Casino - Player's withdrawal has been delayed.
Closed
Our verdict
Player stopped responding
Amount: €4,000
LetsLucky Casino
Safety Index:Above averageCase summary
Discussion
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4 months ago
Translation
I have tried to withdraw 4000 euros from my account at Letslucky.com, which they reject with reference to me having exceeded a limit for an amount played for a bonus. I rarely play with bonus money, and in this case I know that I did not use bonus money. I rarely deposit a lot at a time, so my bonus amounts can only be 30-40 euros at most, if that were the case. And since I have deposited much, much more than that amount myself, I think their argument is completely crazy. In addition, my money is gone and my account is at zero.
They no longer respond to my inquiries, but instead have kept me waiting for a week with all sorts of explanations...
Automatic translation:
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4 months ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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4 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with LetsLucky Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Do you currently have access to your player's account?
- Are you able to view your bonus history? Are there any bonuses accepted after your deposit made on November 8th, 22:09
- Was there any positive balance before you made such a deposit?
- Do I understand correctly that the casino accused you of breaching the maximum bet amount rule? Have you saved this conversation as well?
- Send any screenshots or transcripts to support your complaint further to my email at tomas@casino.guru or post screenshots here.
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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3 months ago
Dear Royalking1106,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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3 months ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Tomas
Casino.Guru
