The player from Germany is unable to withdraw money as Luckystart refuses to credit her bonus, claiming she is not in the bonus money range despite being told it is a non-sticky bonus. When she attempted to check the wagering requirements, the bonus was canceled without her consent.
LuckyStart Casino - Player's bonus has been improperly canceled.
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LuckyStart Casino
Safety Index:HighCase summary
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23 hours ago
Translation
Luckystart refuses to credit my bonus. I was told it's a non-sticky bonus and that I'm not yet in the bonus money range.
I then asked support how much real money I had left. They replied that I had no real money left. After that, I asked which bonus was active. I was again assured that it was a non-sticky bonus. I was also told that the amount would be lost if I canceled the bonus.
Then I said: "Okay, good, maybe I am already in the bonus money range."
When I then wanted to view the wagering requirements or the bonus percentages, I clicked on the bonus — and at that moment the bonus was immediately cancelled, even though I had not selected or confirmed a cancellation.
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8 hours ago
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8 hours ago
Dear Dennis939,
Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with LuckyStart Casino.
To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:
- What specific bonus were you trying to claim, and when did you receive it?
- Have you attempted to contact customer support again since the bonus cancellation? If so, what was their response?
- Do you have any screenshots or documentation that could help illustrate your claims?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Katarina
