Lucky Spins Casino - Player’s winnings have been confiscated.

Hi! I played luckyspins casino 100% up to 100e. After winning from the bonus, my withdrawal amount was 2632 euros. However, now I received a message in my email that the withdrawal request was rejected and the money won from the bonus has been confiscated. The deposit of 100 euros was returned to the game account, so currently 2532e has been confiscated, but the withdrawal amount of 100 euros has not yet been approved. The message referred to the systematic use of bonuses as the reason.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Lucky Spins Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Do you have access to your player's account?
• Is your account verified? Have you deposited in the casino in the past?
• Have you used bonuses in this casino previously? How was this particular bonus offered to you?
• What games did you play to accumulate your current balance in the casino? (which slots or slot providers, live/table games, betting on sports)

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

Hi!

Thanks for the reply! I have access to my account. KYC documents have been sent and the account is confirmed. I have not made deposits to this casino before, this was my first time. I have not used bonuses before either. The bonus was welcome and I received it when I registered with the casino. I played the Leprechaun Carol slot game offered by PragmaticPlay.

Kind regards,

Micah

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Michal ([email protected]), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello miitgh,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter.

We would like to invite Lucky Spins Casino to join the conversation.

Dear Lucky Spins Casino,

I would appreciate more details, including supporting evidence, regarding the player's actions that were considered a breach of the rules, as was communicated to them via email. If this information and evidence cannot be disclosed publicly, please send it to me directly at [email protected] for an independent assessment.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear miitgh,

I have tried to contact the casino repeatedly but have had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

Should you want to pursue your complaint further, you can submit it to the Curaçao Gaming Authority (CGA) via email to [email protected]. You might find our article How to submit a complaint to a regulator | Casino Guru useful. Although the CGA does not officially handle disputes between players and gaming operators, they still might be able to help, so it is worth a try.

Please let me know if and how they responded at [email protected] if you try this option.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru

We’ve reopened this complaint at the request of Lucky Spins Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear miitgh,

We have received the following message from the Lucky Spins Casino team:

Dear Casino Guru and Micah,

Kindly note that after doing another review on the case we have decided that as a show of good faith we will pay out the winnings. The amount is now back in the Luckyspins account and can be withdrawn.

Best Regards,

James

Can you please confirm that the funds have been restored to your casino account balance?

Hi Michal!

Yes I can confirm. The money was returned to the casino account and my withdrawal request has been approved. Thank you Michal for your help and effort with the case!

Thank you for your confirmation, miitgh. I'm glad our involvement has helped to resolve this case, and you have withdrawn your winnings. I will mark the complaint as 'Resolved' in our system. I would like to thank both parties for their cooperation. 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 you might know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Michal

Casino Guru