The player from Lower Saxony faced issues with a recent withdrawal from Lucky Start Casino, as support reduced his winnings due to a 10% bonus he did not intentionally select. Despite confirming with support that there was no deposit bonus available, a small bonus was automatically applied, significantly impacting his withdrawal. He sought assistance in resolving this issue. The Complaints Team contacted the casino, which acknowledged the error regarding the bonus application and restored the full €250 to the player's account. The player confirmed the resolution of the issue, and the complaint was marked as resolved.
LuckyStart Casino - Player’s withdrawal reduced due to unexpected bonus.
Resolved
Our verdict
Case closed
Amount: €300
LuckyStart Casino
Safety Index:HighCase summary
Discussion
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5 months ago
Translation
Hello, I received an email today from Lucky Start Casino saying that my cool-off period is over and I can play again. So I went to the site and wrote to support and asked if there was a deposit bonus since I had been out for a long time. Support replied emphatically in the negative. They had checked several times and unfortunately there was nothing they could do. Okay, fine, I thought to myself, and deposited 50 euros anyway, WITHOUT selecting a bonus or entering a code. After a short time, I got a bit lucky and played my way up to 430 euros. Of which I lost another 130 to withdraw 300. After a few hours, I got a shock. I received an email saying that I had used a bonus and my withdrawal amount had been reduced from 300 to 50. This was because I had received a 10% bonus on the 50 euros, i.e. 5 euros. The maximum withdrawal amount would therefore be 50 euros. I immediately contacted support to clarify that I hadn't selected a bonus, and that support had explicitly told me there was no deposit bonus. Support told me they understood my frustration, but it was my own fault, as I had to explicitly opt out of bonuses in my account. Excuse me? I'm supposed to opt out of something I didn't want, and according to support, doesn't exist anyway? When I pressed them, saying that it's not serious to simply add a bonus, support responded with the following:
"I'm sorry to hear about your experience. It seems there may have been a misunderstanding regarding the bonus application. If customer service told you that no deposit bonus was available, and a bonus was applied anyway, this could be due to an automatic system feature that applies bonuses based on certain criteria. To prevent this from happening in the future, you may want to disable the automatic bonus issue feature in your account.
This feature can add bonuses automatically based on your deposits and the promotions available at that time." After this statement it became clear to me that a bonus had been secretly added in a totally fraudulent, malicious and definitely calculated manner by the casino.
It should be clear that the bonus amount of 5 euros was so small that it didn't stand out, especially since I had several wins in my first 2-3 spins, so that there was no noticeable bonus at all.
Now I hope you can help me. Support is being difficult, so I'm asking for your help.
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5 months ago
Dear Kingeckrim,
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:
- Do you have an access to your game history, please? Could you kindly send it to me as well, please?
- Could you please forward all communications you have had with this casino to [email protected]. This includes emails, live chat transcripts, and any accompanying screenshots.
Kindly notify me here in the thread once the email has been sent.
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
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Thank you for your patience, and stay safe.
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5 months ago
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Hello, I have sent you all the available information and screenshots.
thank you very much for your help.
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5 months ago
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Support is now ignoring all my messages. It would be great if you could contact the casino.
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5 months ago
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What's actually going on here? It would be nice to get some information...
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5 months ago
Hello,
please note that this is not a live chat, so there is no need to repeatedly ask for our intervention. We currently have hundreds of active complaints and even though we try our best, it is not possible for us to reply immediately to all messages. We have 7 days to respond to each complaint and we always get back as soon as possible. Please, bear with us. Thank you for your patience and understanding.
Thank you very much for your cooperation. I will now transfer your complaint to my colleague Peter ([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.
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5 months ago
Hello there,
Thank you Kingeckrim for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask LuckyStart Casino for their help in resolving this complaint. We would like to know how we can help resolve this issue.
Thank you!
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4 months ago
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.
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4 months ago
Translation
It doesn't really surprise me that the casino is still not responding to any inquiries, and if they are, they still don't see anything. I only noticed today when contacting support that they don't understand anything. So sorry, but anyone who simply slips a player a bonus even though they have previously clearly and directly denied that there is no deposit bonus is, in my opinion, acting maliciously and fraudulently. They knew exactly what they were doing. You can see that from the fact that the maximum withdrawal amount is then limited to 50 euros. Of course it makes sense if I, as a player, deposit 50 euros. So they knew from the start that, great, we can't lose today if we slip the player a bonus he didn't even want. This whole thing is making me so angry. Especially since we're not talking about amounts in the thousands here, but about a small player like me who just wants his 300 euros.
By the way, I informed support that we're trying to resolve this here. They said they didn't know anything about it and hadn't received any notification that we were trying to resolve it here.
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4 months ago
Dear Kingeckrim, I have gotten in contact with the casino representative and they sent me the following message about your case:
Hi Kingeckrim,
Thank you for bringing this to our attention, and first of all - we sincerely apologize for the confusion and frustration this situation has caused.
After carefully reviewing your case, we fully acknowledge that the 10% bonus was applied automatically in error, despite your communication with our support team and your clear intent to play without any active bonus. This does not meet the standards we aim to uphold, and we take full responsibility for the mistake.
To make things right, we have reversed the decision and restored the full €250 that was previously deducted from your withdrawal. These funds have already been returned to your account and are yours to use or withdraw as you wish - with no further restrictions or conditions.
We understand how important trust and transparency are, especially when it comes to handling your winnings. Please rest assured that we are taking internal steps to ensure this kind of issue does not happen again in the future.
If you have any further questions or concerns, you are always welcome to reach out to our VIP team directly. We're here to help.
Thank you for your patience and for giving us the opportunity to make this right.
Best regards,
The LuckyStart Casino Team
Let me know if this resolves your issue or if you require any further assistance. Thank you in advance!
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4 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Kingeckrim,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. 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 always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Peter
