The player from Germany successfully wagered the required amount for a €120 cashback at Lucky Hunter Casino but faced issues when trying to withdraw his total winnings of €3000. The casino alleges he violated rules by playing with stakes exceeding €5 during the bonus period, which he disputes, claiming no such restriction was present in the terms.
Lucky Hunter Casino - Player’s withdrawal is being delayed due to alleged rule violations.
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Waiting for Casino Guru to reply
5d 14h 49m 55s
Lucky Hunter Casino
Safety Index:HighCase summary
Discussion
Public
Public
2 days ago
Translation
Hello, I received €120 cashback at Lucky Hunter Casino and had to wager €1800. I managed to do this and had a total of €3000. I wanted to withdraw this. Then I was told I had violated the rules and played with stakes exceeding €5 during the bonus period. This isn't true, however. I only started playing with stakes exceeding the €1800 wager. Then, they claimed the bonus terms and conditions changed, and €2500 was deducted from my bonus. The bonus terms and conditions don't mention, and never did mention, a minimum withdrawal amount for cashback bonuses.
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Public
Public
yesterday
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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yesterday
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the Bonus T&Cs and I found this:
The maximum bet while wagering is 5 EUR/USD/CHF, 50 NOK, 7.5 CAD/AUD/NZD. The max. bet limit (5 EUR) includes bets doubling after a game round has been completed and bonus rounds (purchased within the game).
Our position is closely explained in Fair Gambling Codex:
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].
If there is any other relevant communication between you and the casino, please send it as well. Thank you in advance for your reply.
Best regards,
Kristina
Public
Public
yesterday
Translation
Thanks for the reply. I can't access my game history because only the last 50 actions are displayed.
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