LuckyWave Casino

Case summary

The player from Belgium faced the confiscation of approximately €9,000 in winnings by LuckyWave, who claimed violations of terms regarding payments made by third parties. Despite providing documentation proving joint ownership of the bank account used for deposits, LuckyWave remained firm in their position, leaving her with only €200 accessible for withdrawal. She requested assistance from Casino Guru to mediate in recovering her confiscated winnings. We asked a few clarifying questions about the payment method, bonus use, and games played, and the complaint was later marked as resolved by the player. The case was then closed as resolved in our system.

Discussion

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Autruchetigresse16

Bronze

Belgium

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2 days ago

Original

Translation

Hello, I am seeking Casino Guru's help regarding a dispute with LuckyWave concerning the confiscation of winnings amounting to approximately €9,000. I made a deposit via Bancontact using my Belgian ING bank account. This is a joint account opened in my name and my husband's; I am therefore a joint legal account holder. It is not an account belonging solely to a third party. I accumulated approximately €9,200 in my LuckyWave gaming balance. Subsequently, LuckyWave confiscated approximately €9,000, claiming that I had violated their terms and conditions regarding payments made by third parties. They left approximately €200 in my account and asked me to withdraw €175. I have already received this €175. Approximately €25 remains in my LuckyWave balance. I have provided LuckyWave with official documents from ING proving that I am a joint legal account holder. Despite this, they maintain that joint ownership of the account violates Article 10.3 of their terms and conditions and that my winnings of approximately €9,000 are permanently confiscated. I have repeatedly asked them to explain why a bank account of which I am a legal joint owner would be considered a payment method belonging to a third party, and to provide the exact contractual basis justifying the permanent confiscation of my winnings. They have not provided any satisfactory explanation and continue to repeat the same assertion. I have also made deposits and withdrawals in the past using this same bank account without any warnings or problems. I would therefore appreciate it if Casino Guru could review my case and attempt mediation with LuckyWave to recover the €9,000 in confiscated winnings. I can provide the bank statement, screenshots of my winnings and remaining balance, the transaction history, and all correspondence exchanged with LuckyWave as evidence. Thank you for your assistance. Sincerely,

Bonjour, Je sollicite l'aide de Casino Guru concernant un litige avec LuckyWave portant sur la confiscation de gains s'élevant à environ 9 000 €. J'ai effectué un dépôt via Bancontact en utilisant mon compte bancaire belge ING. Il s'agit d'un compte joint ouvert à mon nom et à celui de mon mari ; j'en suis donc co-titulaire légale. Ce n'est pas un compte appartenant exclusivement à un tiers. J'ai accumulé environ 9 200 € sur mon solde de jeu LuckyWave. Par la suite, LuckyWave a confisqué environ 9 000 €, affirmant que j'avais enfreint leurs conditions générales concernant les paiements effectués par des tiers. Ils ont laissé environ 200 € sur mon compte et m'ont demandé de retirer 175 €. J'ai déjà reçu ces 175 €. Il reste environ 25 € sur mon solde LuckyWave. J'ai fourni à LuckyWave des documents officiels d'ING prouvant que je suis co-titulaire légale du compte bancaire. Malgré cela, ils maintiennent que la détention conjointe du compte contrevient à l'article 10.3 de leurs conditions générales et que mes gains d'environ 9 000 € sont définitivement confisqués. Je leur ai demandé à plusieurs reprises d'expliquer pourquoi un compte bancaire dont je suis légalement co-titulaire serait considéré comme un moyen de paiement appartenant à un tiers, et d'indiquer la base contractuelle exacte justifiant la confiscation définitive de mes gains. Ils n'ont fourni aucune explication satisfaisante et continuent de répéter la même affirmation. J'avais également effectué des dépôts et des retraits par le passé en utilisant ce même compte bancaire, sans aucun avertissement ni problème. J'apprécierais donc que Casino Guru examine mon dossier et tente une médiation auprès de LuckyWave afin de récupérer les 9 000 € de gains confisqués. Je peux fournir le document bancaire, des captures d'écran de mon gain et solde restant, l'historique des transactions ainsi que toute la correspondance échangée avec LuckyWave à titre de preuve. Merci de votre aide. Cordialement

Automatic translation:

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Veronika

Complaint Resolution Center Deputy Team Lead

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14 hours ago

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

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Veronika

Complaint Resolution Center Deputy Team Lead

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14 hours ago

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 clarify your situation.

Does your husband also have an account at this casino?
Have you used any payment method other than the joint bank account to deposit funds into your casino account?
Did you accumulate the winnings with or without a bonus?
What types of games did you play to accumulate the winnings that were confiscated by the casino?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply and cooperation.

Best regards,

Veronika

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Veronika

Complaint Resolution Center Deputy Team Lead

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14 hours ago

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Autruchetigresse16,

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,

Veronika

LuckyWave Casino - Player's winnings are confiscated by the casino.

Case closed

Amount: €9,000

Case summary