Lucky Ones Casino

Case summary

The player from Austria had purchased Super Spins at Luckyones but only received regular free spins instead. Despite making multiple inquiries to support, he did not receive transparent clarification or access to game logs, which led him to feel unfairly treated. The Complaints Team extended the investigation period but ultimately had to reject the complaint due to the player's lack of response to requests for additional information.

Discussion

Public

spili

Bronze

Austria

Public

6 months ago

Original

Translation

I purchased Super Spins in a game at Luckyones and paid the corresponding amount. Unfortunately, these Super Spins were not credited to my account; instead, I only received regular free spins.

Several inquiries to support were unsuccessful, as the casino continued to claim that everything went smoothly. I was denied any transparent clarification or access to the game logs.

Because I feel I have not been treated fairly in this matter, I am filing a complaint.

Automatic translation:

Public

Veronika

Complaint Resolution Center Deputy Team Lead

Public

6 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 to clarify your situation.

Could you please specify if you have any official confirmation that you purchased Super Spins, not just regular free spins?

Can you see the purchase in your casino account?

Have you played with the free spins you received, or are they still untouched in your account?

I hope we will be able to help you resolve this complaint as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

Public

Veronika

Complaint Resolution Center Deputy Team Lead

Public

6 months ago

Dear spili,

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.

Public

Veronika

Complaint Resolution Center Deputy Team Lead

Public

6 months ago

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

Lucky Ones Casino - Player claims purchased spins were not credited.

Player stopped responding

Amount: €100

Case summary