Luckygem Casino - Player encounters undisclosed payout limits.

Nowhere is mentioned on their website that they have a maximum payout. I double checked everything before i played. Then during playing i contact the chat and suddenly when i won a lot of money there is a maximum payout. Then i had the below chats:



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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 better clarify your situation.

• Could you please specify when exactly you activated the 2nd deposit bonus?
• Did you contact customer support prior to depositing to ask about possible maximum win limitations?
• When exactly did you finish wagering the bonus?
• Were your winnings capped immediately after completing the wagering requirements, or only after you submitted a withdrawal request?

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

I dont know when i used the 2nd bonus exactly i closed my account already.

No, it was taken when i made the wager. I knew what the wager was because that was mentioned.

This one is very important. Where i ask for these details to find they say ussualy it should me mentioned here

If casino's can operate like this they can make up anything they want.

Thank you for your response. I completely understand your dissatisfaction and fully agree that the casino should display all bonus requirements and limitations clearly to prevent similar situations from happening in the future.

You mentioned that you have already closed your account. Could you please specify whether any withdrawals were made before the account closure, and what your account balance was at the time you requested it to be closed?

My balance was 0 the remaining money i made a withdraw because i want angry because of the in my opinion false advertisement.

One more question before we proceed with the investigation of your case: Could you please specify the reason why you closed your account? Have you closed it normally, or did you request to be self-excluded?

Dear GinoS,

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.

Sorry, because i found a better casino and this one '' scammed '' me with the bonus rules that is nowhere to be found.

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

Hello GinoS,

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 to see if I can help somehow.

We would like to invite Luckygem Casino to join the conversation.

Dear Luckygem Casino,

Could you please clarify why a winnings cap was applied to the player’s account based on a rule that does not appear in the bonus terms or general rules? At this stage, the situation appears to contradict the principles of fairness and transparency that we strive to uphold.

If there are any details or factors influencing this matter that may not be appropriate to share publicly, please feel free to provide them directly to me at [email protected].

Dear Michal,

Thank you for your patience and cooperation.

We are still working on this case and need a little more time to complete a thorough review.

We kindly request some additional time to finalize our investigation and provide a full response.

Thank you in advance for your understanding.

We will update you as soon as we have the necessary information.

Best regards,

Luckygem Team

Dear Luckygem Casino,

I'm looking forward to your timely feedback regarding the outcome of the investigation.

Dear Michal and GinoS,

Thank you for reaching out. We would like to provide clarification regarding the visibility of bonus terms and specifically the maximum cashout condition related to our welcome bonuses.

Please note that the information about the maximum possible cashout from a bonus is not displayed in the "Promotions" section, where players only browse the available offers.

The Promotions tab serves solely as a preview area — it provides a short description of each bonus (such as percentage, number of free spins, minimum deposit, etc.) so players can get a quick overview of current offers.

Complete and transparent information about every bonus — including:

• Maximum cashout;
• Wagering multiplier;
• Expiration date;
• The eligible game category;

Shown in the "My Bonuses" section. This is where the player activates a chosen bonus.

Before activation, the player can:

- Click the "Get" or "Info" button, review all detailed conditions of the bonus,

- Decide whether to accept or decline the offer.

This means that the player has access to all important details before starting to play or wagering any funds.

If the terms of the specific bonus do not suit the player, they are free to:

• Choose another bonus;
• Not activate any bonus at all;

Our goal is to ensure that every player makes an informed decision based on clear, accessible information. Luckygem Casino values honesty and transparency.

We continuously work to maintain a clear bonus system where all rules are presented before activation.

We appreciate the opportunity to clarify this matter and remain committed to providing fair and responsible gaming experiences.

Best regards,

Luckygem Team

VERY strange! When i asked this in the chat this was not mentioned and now SUDDENLY it has been added on this.

Dear Luckygem Team,

Thank you for your response and the clarification.

I understand that there could be various bonuses on offer, and each one can have different rules, but it might be beneficial for your customers if you include the "important" information of each bonus in the actual bonus description in the general bonus section as well, not only in the "My Bonuses" section. The maximum win limit from a bonus is, from my point of view, important information.

Dear GinoS,

While I understand that the situation may not be perfect, as the casino team has pointed out, all the important information regarding the bonus seems to have been available to you when you claimed the bonus.

It is the player's responsibility to familiarise themself with the bonus rules. By claiming the bonus, you are essentially agreeing to those terms. It seems like there's not much more that can be done in this situation.

Can I consider this case to be clarified/addressed, or do you require assistance with anything else?

Yes, i had to look better. Thanks for the help.

Dear GinoS,

Thank you for confirming. I am pleased that the situation has been clarified. In the future, I suggest taking a moment to familiarize yourself with the bonus rules. If there are still any uncertainties, it is always prudent to consult with the casino support for further clarification. This can greatly reduce the chances of misunderstandings and disappointments.

I will proceed to mark the complaint as 'resolved' in our system. I would like to thank both parties for their cooperation.

Should you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Centre. We are here to assist you.

As you 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