The player from Austria encountered a major issue with LuckyWave Casino, where a technical error caused the cancellation of his €500 withdrawal and mixed it with bonus funds. Although support acknowledged the mistake and adjusted his account balance, the finance department later confiscated €500, claiming he had exceeded the bonus win limit. He sought assistance to resolve this situation, as support seemed unable to address the automated system's actions. We were unable to make any further progress because LuckyWave Casino was not cooperating and already had multiple complaints closed under our No Reaction Policy. As a result, the complaint was closed as unresolved, which negatively affected the casino’s rating.
LuckyWave Casino - Player's withdrawal has been confiscated.
Unresolved
Our verdict
No reaction policy
Black points: 42
Amount: €250
LuckyWave Casino
Safety Index 2.5 Very lowCase summary
Discussion
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3 weeks ago
Translation
Hello Casino Guru team,
I have a massive problem with LuckyWave Casino. Due to a technical error in their system, €500 of legitimate real money was deducted from my account.
The case:
On August 22nd, I requested a withdrawal of €500 (real money). The next day (August 23rd), I claimed a €75 bonus. I was lucky and completely fulfilled the wagering requirements. The maximum win for this bonus was €750.
Then the error occurred: The casino's system suddenly canceled my €500 real money withdrawal from the previous day and combined it with the bonus funds. I contacted support. The representative confirmed the system error, apologized, and manually corrected my balance to the correct €1250 (€500 real money + €750 maximum win from the bonus). The chat history, in which support admits the error, is available as evidence.
Since the bonus had now been wagered and the money cleared, I requested a withdrawal of €1000 and left €250 in the account, which I used to increase my balance to €500. A short time later, the finance department's automated system struck again: it canceled my €1000 withdrawal and confiscated €500 from my account, stating in an email that I had exceeded the bonus's maximum win limit.
The system essentially applied the bonus limit twice, counting my real money from the previous day, as well as winnings after the bonus ended, as bonus money. Although support agrees with me, the finance department, or rather the faulty system, is blocking my withdrawal and has stolen €500 from me.
I have attached all screenshots of the transactions, emails, and chats (where the casino admits the error). I urgently request your help, as the regular support seems powerless against the automated system of the finance department.
Thank you in advance!
They say I played with bonus money, which isn't true since I had already completed the bonus period. Unfortunately, this happened due to a misunderstanding. The bonus money was mixed with my real money.
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2 weeks ago
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2 weeks 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.
- Could you please send me a screenshot of your bonus history and a screenshot of your transaction history?
- Am I correct in understanding that your withdrawal request from 22 August was cancelled while you were wagering a bonus you activated on 23 August?
- Did you accumulate your original €500 winnings that you wanted to withdraw on 22 August with or without a bonus?
- Have you made any successful withdrawals from this casino before?
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
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2 weeks ago
TranslationCould you please send me a screenshot of your bonus history and a screenshot of your transaction history?
Here you can see my €500 payout.
You can see the first payout at 12:08: €750 and €201. That was before I had to wager the bonus. The €201 was then deducted because the maximum cashout was 75x. That was all okay.
You can see that my €500 and €750 deposits were cancelled. They then gave me €250 and said that because of the maximum cashout limit, the rest was deducted, meaning I'm missing €500. I contacted support. They acknowledged the error and refunded me the €500, so far so good. I then withdrew €1000, as you can see, and continued playing with the €250, aiming for €500. This means I could have withdrawn €1500. However, all withdrawals were rejected again due to bonus conditions. As long as the bonus hasn't been paid out, I'm not allowed to continue playing; otherwise, the amount will keep being reset. Which is what's happening.
You have the terms and conditions and I wanted to clarify it with support, but yes, that was his answer.
Am I correct in understanding that your withdrawal request from August 22 was canceled while you were wagering a bonus you activated on August 23?
Yes, exactly, and that caused some confusion.
Did you accumulate your original €500 winnings that you wanted to withdraw on August 22nd with or without a bonus? Without a bonus; I only received it a day later.
Have you made any successful withdrawals from this casino before?
No, I've been waiting for my payout for 6 days now, that's the next problem, they say they can't do anything…
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1 week ago
Dear Vss222,
Unfortunately, we have reached a point where we are unable to make any further progress with your complaint.
Under normal circumstances, we would now contact the casino and ask them to provide their explanation and position regarding your case. However, LuckyWave Casino already has more than five complaints that were closed under our No Reaction Policy, which clearly indicates that the casino is currently unwilling to cooperate with us.
As a result, we have no choice but to close your complaint as "Unresolved." This will negatively affect the casino's overall rating. While I understand that this does not provide you with the resolution you were hoping for, unresolved complaints can have an impact on the casino's rating and may encourage the casino to reconsider its approach to cooperation.
Unfortunately, this appears to be a recurring issue with LuckyWave Casino. We have made numerous attempts to contact the casino and resolve complaints through various channels, including email, live chat, and their affiliate team. Despite these repeated efforts, we have been unable to establish meaningful communication or obtain their cooperation.
You can review our previous unsuccessful attempts to mediate similar complaints on the casino's profile.
For these reasons, we strongly recommend avoiding LuckyWave Casino until its approach to resolving player complaints changes.
I sincerely wish I could have done more to assist you in this case. The casino may reopen the complaint at any time if they decide to cooperate with us.
Best regards,
Veronika
