Lucky Hunter Casino - Player’s withdrawal is rejected due to unclear RCP limits.

This complaint is very valid indeed.

This is in regards to RCP ( redeemable comp points)

I had in the past, just last month actually, redeemed my rcp for freespins in the bonus shop, I had won around $30ish I had wagered (35x) and was able to withdraw $900 which I received...however, on the 14th of October, I proceed to redeem my RCP for freespins which was then wagered $14.78 was wagered,

The slots i played were hot that night and long story short Zeus vs Hades shot my balance all the way up to $3,800, so you could see how over the moon I was knowing that im going to withdraw this right?....

well, 2 minutes after making a withdrawal of $3600, I received an email about the rejected withdrawal, went back online, to see my balance was adjusted to $75....went to chat, very mad and asked why my withdrawal was rejected...turns out, the RCP bonus shop has a limit...but here's the kicker, there is NOTHING in their terms and conditions that mention anything to do with the rcp....they do however state that a no deposit bonus has a limit, which I understand, but in order to gain RCP you HAVE TO DEPOSIT then play, but what gets me, is tonight, I thought I'd ask a question in regards to RCP, I have attached screenshot of my conversation with a VIP manager that I know has been working for Lucky hunter for some time now, and she even said herself, that there's NO MAX WIN LIMIT on bonus shop winnings....this is where it gets interesting, I then tell her to check my rejected withdrawal of 3k, she ( Alice) tells me she'll double check the info.....comes back 6 minutes later to tell me shes sorry but that bonus had a max win limit..after telling me there wasn't any....so why was I able to withdraw last month $900 from wagering my rcp winnings of $30ish dollars that was wagered but now when I withdraw a whopping 3.6k it gets rejected. Please help me rectify this, coz I let it go and tried to move on, but it felt unjust, and thats when I thought, im going to try and call out their bluff..and I have proof of it. I asked numerous times to show me where in the t&c does it states that the rcp bonus shop spins are capped...she couldn't provide it, and told me to read the terms which I f@#$ did like 10 times. That's when I knew, im no longer the player but the one who got played.

Is my complaint worthy of an investigation? I think so.

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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 to clarify your situation.

• Could you please specify which bonus from the Bonus Shop you purchased for your RCP exactly?
• Did the free spins bonus have any specific Terms and Conditions visible in your account when you activated it?
• Has the casino adjusted your balance after your withdrawal request was rejected to the allegedly allowed maximum win limit from a free bonus? If so, could you please specify the amount you were granted?

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

Hi Veronika,

So Lucky hunter only has the option of free spins in their bonus shop...I redeemed 200x freespins ( 210 rcp for 100 spins)

All free spins from bonus shop has a 35x wager and max bet of $7.50, no other conditions.

So, this is where I feel I should not have contacted support, before I withdrew the $3600, I just wanted to double check if there was a max limit, myself and the rep Lilith were going back n forth debating as she said the bonus was limited to $75...I explained to her that I had withdrawn $900 from wagering the same bonus a month ago and was able to withdraw, twice i was able to withdraw from wagering bonus shop spins, but the amount wasn't as large as $3.6k...once I withdrew the 3k, told Lilith well see what happens and ended chat..literally 1 minute my withdrawal was rejected 1 minute from making the withdrawal...and only $75 was left in my account $75 was the max from this bonys...I could not withdraw even that because bank transfer is $100 min my visa card does not show up as a withdrawal option..so what i could I do..but play it off.

The screenshot is attached in my first post should show the rep knew there was no limit and like I said shes been with lucky hunter for a while that chat is all that is needed.

Thank you for the explanation. I have checked the Terms and Conditions of the Bonus Shop and this is what I found:

3. Types of bonuses available in Bonus Shop: Regular free spins.

The general Bonus Terms and Conditions state the following:

8.The maximum withdrawal limit from welcome package free spins is 100 EUR/USD/CHF, 1 000 NOK, 150 CAD/AUD/NZD. The maximum withdrawal limit from no deposit free spins is 50 EUR/USD/CHF, 500 NOK, 75 CAD/NZD/AUD. The maximum withdrawal from a no deposit bonus is limited to x10 the bonus amount unless otherwise stated in the bonus offer. An exception can be made for loyal players, and in case of winning, the maximum win amount can be increased. To request a withdrawal, you must fully verify your account and make a minimum deposit.

This could mean that for the "regular free spins" you purchased in the Bonus Shop using redeemable comp points, the same terms applicable to free spins in the Bonus Terms and Conditions would apply.

However, you mentioned that you played with RCP free spins in the past month and that your winnings were not capped at 75 AUD.

Could you please provide me with evidence to support this statement? You could share:

• a screenshot of your bonus history,
• a screenshot of your withdrawal history, and
• your communication with the casino’s customer support, if you discussed this bonus with them before.

Hi Veronika,

Yes I did assume at first that the bonus shop spins may be part of the no deposit bonus rules but that was untill I played them and wagered then withdrew more than the capped amount

I had went into my bonus history and unfortunately it only showed October's bonus history, I will need to contact the casino and ask if they can provide me with September's bonus history in particular the bonus shop spins, aswell as my withdrawal history, I withdrew 3 times in September and I know 2 of them was due to wagering bonus shop spins.

The only time I ever enquired about the rules was when I tried to withdraw the 3k+ because I knew it was quiet large.

I will contact the casino and ask for my bonus history for September and time stamps of those bonuses along with time stamps of deposits and withdrawals, hopefully they can provide that for me, I will email you directly with what I receive.

this is the 2nd rep that knows that there is no max limit on bonus store spins.

Im still waiting for a reply from my vip manager, as ive asked if its possible to obtain my accepted withdrawals for September and by way of means, weather from bonuses wagered and type of bonus. So will wait on the reply...but like the screenshot shows, this is also proof that bonus store spins have no limit once wagered. If you haven't seen the 1st screenshot from Alice also stating the same thing, I'll re-upload it.

This was my 1st screenshot, surely every rep there knows which bonuses are capped right off the bat.

Thank you for your responses. Have you replied to the email you received from the casino, asking you to provide your personal information so that your September bonus history/gaming history can be sent to you?

Yes I have replied and what they've given me does not show any bonuses, when I specifically asked for that information...I have sent you the statement which you will see provides no informative information on my bonuses and withdrawals.

Thank you very much, Bossman54, for providing all the necessary information. I will now transfer your complaint to my colleague, Martin (martin.l@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Hello Bossman54,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the Lucky Hunter Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Why were the current winnings capped, while the previous win wasn't? Which terms apply to these promotions?

Thank you in advance for providing us with your view of the issue.

Hello,

Thank you for your message and for allowing us to clarify the situation in detail. The winnings in question originated from free spins purchased using Redeemable Comp Points (RCP). As there is no direct deposit connection to these spins, they are classified as no-deposit free spins. Comp points are earned through wagering activity at a rate of 1 RCP per €/$20 (or equivalent) in bets, with 1 RCP equaling 1 Gold Bar (GB).

According to our Bonus Terms and Conditions, "The maximum withdrawal limit from no deposit free spins is 50 EUR/USD/CHF, 500 NOK, or 75 CAD/NZD/AUD." Based on this rule, the current winnings were capped accordingly.

Regarding the previous winnings in September, which the player is referring to, it’s important to note that the final decision on whether to enforce the maximum win limitation always remains at the discretion of the casino. In that particular case, an exception was made, and the winnings were paid in full.

We hope this clarifies why the current winnings were subject to the maximum win rule and which terms apply to the promotion.

Dear casino representative,

thank you for your response. I fully acknowledge this is a grey zone in the rules. While no direct deposit had been made to redeem the free spins, the player had to wager his real funds to get the RCP and claim them, which also defeats the purpose of no deposit bonuses.

As this is an unusual and specific situation, I have decided to discuss this matter with other complaint resolvers in order to set precedent in such cases. Unfortunately I will not be able to state our position this week.

In the meantime, I would like to encourage the casino to add the maximum cashout rule to the bonus store terms and conditions.

Dear parties,

thank you for your patience while we have been reviewing the case.

Casino Guru believes, that since the RCP free spins don't have an explicit maximum cashout rule, the winnings should be paid out in full. In case you have any questions regarding this verdict, please let us know in the thread.

Dear Martin,

Thank you for the update and for sharing your final view on the case. We appreciate the time invested in reviewing this situation.

We would like to kindly ask on what basis the decision was made, as we would like to fully understand the reasoning behind treating these winnings as eligible for full payout. From our perspective, RCP Free Spins remain entirely independent of deposits and function as no-deposit free spins.

A player is not required to deposit at any point to earn RCP. For example, they may claim a no-deposit signup bonus, complete the wagering, and use the remaining balance to place bets. These bets are counted as real-money wagers, allowing the player to accumulate RCP without any deposit. The same RCP can then be exchanged for free spins, which makes the nature of the reward non-deposit based.

For this reason, we apply the maximum cashout rule for no-deposit free spins.

We would appreciate any additional clarification on the reasoning behind your verdict so we can better understand your standpoint.

Dear casino representative,

thank you for your response.

According to us, the main issue is that Bonus Shop and the RCP terms do not explicitly mention any maximum win limitation. Additionally, the player proved to us, that he was explicitly told by multiple support agents that these spins are not capped. Because of this, the player had no clear or visible indication that a no-deposit maximum win limit would apply. The terms are therefore ambiguous and not presented to the player at the point of activation.

We of course fully understand that you classify RCP spins as non-deposit free spins from an internal policy perspective. Additionally, we also do not have any issue with this - in case it is clearly clarified to the player beforehand, ideally right in terms of the bonus store.

For these reasons, we believe the fairest and best outcome is to honor the full withdrawal this time and update the Bonus Shop terms to include any applicable caps going forward, so future cases can be fully transparent for both sides.

We appreciate your cooperation and will be happy to review any additional information if needed.

Dear Martin,

Thank you for your message and for explaining your position in detail. We have taken your feedback into account and, as a result, the funds have been returned to the player’s balance. The full amount is now available on the account.

Dear casino representative,

thank you very much for your response and close cooperation throughout this case.

Dear Bossman54,

can you please confirm the receipt of your funds? Are you now able to request a withdrawal? Please let us know when it gets processed.

Hi Martin

Ive actually been away on holiday for a Month and the country I was in restricted me from any online casinos...im now back in my home country and only just seen the comments and all I can say is a MASSIVE THANK YOU!! Im so grateful that you understood where I was coming from and to have you debate my situation as it seems I was getting shunned everytime I tried to argue my case. Once again Martin, thank you. The funds are in my account as we speak☺️

To the luckyhunter rep

...there is no way a player can get "no deposit bonuses" and wager to redeem that many rcp no way unless you deposit and I have not received any " no deposit bonuses" since I signed up there...so those rcp's were definitely accumulated from all my deposits and wagering.

Also, you did admit that yes, I had wagered the same bonus a month before and withdrawal was honoured at the discretion of the casino, I believe the rules for rcp should have been stated clearly and that by honouring my previous withdrawal, that indicated to me that there was no max limit on rcp bonuses and I assumed it'll always be that way.

On another note, it takes so long to even earn 100 rcp, so why would you guys even put a max limit on the freespins winnings? you guys dont even give out no deposit bonuses, they're all DEPOSIT bonuses..make it make sense.

Dear Bossman54,

thank you very much for your kind words. We're glad to hear that your issue has been resolved, and once again would like to thank the team over at Lucky Hunter Casino for their close cooperation and their willingness to adjust their practices.

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, feel free to reach out to our Complaint Resolution Center. We're here to help ! 

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Thank you in advance for your time. 

Best regards, 

Martin

Casino.Guru