The player from the Netherlands claimed that his withdrawal of €550 from LuckyMax Casino was confiscated due to allegedly exceeding the maximum bet limit, despite having received no prior warnings. He sought a reconsideration of his case and a refund of the withheld amount, citing a lack of transparency regarding bonus conditions. The Complaints Team extended the response time by 7 days but ultimately closed the complaint due to the player's lack of response to inquiries.
LuckyMax Casino - Player’s winnings have been confiscated.
Closed
Our verdict
Player stopped responding
Amount: €550
LuckyMax Casino
Safety Index 0.2 Very lowCase summary
Discussion
Public
Public
1 year ago
Translation
Ir/Madam,
I would like to file an official complaint about LuckyMax Casino. I won €550 with an active bonus on April 20, 2025. After successfully completing the wagering requirements, I requested a withdrawal.
To my great surprise, the withdrawal was refused and the amount was confiscated for allegedly exceeding the maximum bet limit of €5 per spin. However, no warning or notification was given during the game. The casino allowed me to place higher bets without restriction. This is misleading and unprofessional.
Furthermore, money is accepted without any problem when depositing, but as soon as you want to cash out, they suddenly resort to strict small print that was never clearly communicated when activating the bonus. This feels very unfair and unreliable.
I have contacted customer service. They acknowledge the €100 stake on the game "Gems Bonanza", but show no willingness to resolve the issue. As compensation, only a minimum bonus of €10 was offered, which is of course not in proportion to the €550 that was legitimately won.
I hereby request:
A reconsideration of my case
Refund of the withheld €550
A more transparent policy regarding bonus conditions
If no solution is found, I will be forced to further spread my complaint via forums, review sites and other platforms.
Yours sincerely,
Huub
Automatic translation:
Public
Public
1 year ago
Dear huubski99,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Let me refer to relevant casino rules: https://www.luckymax.com/bonus-terms-and-conditions
"Any issued bonuses are by default limited to a maximum bet during wagering: 5 EUR/USD; 8 CAD/AUD; 0.000095 BTC unless otherwise specified. Max bet limit includes bets doubling after a game round has been completed as well as bonus rounds (purchased within the game)."
Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets:
The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.
However, if you feel like you have been accused mistakenly, feel free to forward me your game history, together with a link to the specific bonus that you redeemed and played. My email address is tomas@casino.guru
If there is any other relevant communication between you and the casino, please send it as well.
Thank you in advance for your reply.
Best regards,
Tomas
Public
Public
1 year ago
Dear huubski99,
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
Public
1 year ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Tomas
Casino.Guru
