The player from North Rhine-Westphalia deposited €45 with a 300% bonus and successfully wagered to win €2000.22, but his balance was reduced to €450 due to a maximum cashout rule he believes is misapplied. He argues that the terms clearly state the 10x maximum cashout applies to bonuses over 300%.
Lucky7even Casino - Player's winnings have been confiscated.
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Lucky7even Casino
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14 hours ago
Translation
Hello, I deposited €45 with a 300% bonus. After successful wagering, I won €2000.22 and had it ready for withdrawal. However, my balance was reduced to €450. I was told that the 300% bonus has a maximum cashout of 10x the deposit. I specifically read the terms and conditions beforehand. It states that the 10x maximum cashout applies to bonuses over 300%, not just 300%. That's why I deposited in the first place. This means that this rule applies to bonuses of 301% and above, not 300%. I've attached screenshots of the relevant rule.
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1 hour ago
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1 hour ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Lucky7even Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Would you be able to share with me the promotional materials available to you for the particular bonus you accepted and played?
- Have you contacted the casino and confronted them with the error in applying the win limit?
- Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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
