The player from Germany encountered issues with withdrawing her winnings from Luckybarcasino after claiming a €35 bonus. Despite winning €1400 after wagering, she faced obstacles, including the need to deposit funds, complete a verification process, and fulfill wagering requirements, which she believed were unfair as her initial deposit had been misclassified. The complaint was marked as resolved after the player confirmed that her issue had been addressed. The resolution details were not specified, but the complaint was closed following her confirmation.
Lucky Bar Casino - Player's withdrawal is delayed due to bonus issues.
Resolved
Our verdict
Case closed
Amount: €1,408
Lucky Bar Casino
Safety Index 3.9 LowCase summary
Discussion
Public
Public
3 weeks ago
Translation
Hello
As a new customer at Luckybarcasino, I received a €35 bonus, which I successfully used and wagered.
After the wagering, it was 500 euros.
Furthermore, I won 1400 euros from it.
The withdrawal attempt was reported as being due to a node depositor. At least one deposit was required before the first withdrawal.
Since the minimum deposit amount is 20 euros, I deposited 20 euros, which were not automatically credited.
Only after inquiring the following day, i.e., today, was I informed that it was listed as bonus credit because I had selected a bonus during the deposit process, which is untrue. The €20 appeared in the bonus funds at the same instant.
When I asked what the supposed deposit bonus was, the bonus amount changed to 96 euros.
Then I asked if I could withdraw my funds now, but was told I still needed to complete the verification process. A selfie and proof of payment were missing.
I asked if there were any further hurdles, and was told that the deposited money including the bonus would first have to be wagered.
Then I asked if the €1400 would also be transferred back to the bonus page. I was informed that the maximum winnings from bonus deposits were €50 and that I would now have to deposit another €30 to reach the minimum withdrawal amount of €100 with the €50 winnings and the two deposits. At that same instant, the available balance changed from €1400 to €50.
Automatic translation:
Public
Public
3 weeks 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.
Public
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3 weeks ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Lucky Bar Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Is your player's account accessible to you?
- Could you please share evidence of your dealings with the casino?
- Could you please share with me the bonus offer you received from the casino, including any particular terms and conditions attached?
- Have you played at all with the deposit and the bonus you received after it was credited to your player's balance?
- Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
Thank you very much in advance for your reply.
Best regards,
Tomas
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2 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Alona40,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Tomas
