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Dear Kreki75,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Unfortunately, I'm not able to assist you with this case based on the current description of events and I will need more information.

Could you please elaborate?

If there is any relevant communication between you and the casino that might provide insight into this issue, please forward it to my email at tomas@casino.guru

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Tomas

Messages from the player:

"I paid €100 and received a bonus of €75. The condition for the payment of the bonus is that the bonus must be spun 40 times. I played at €0.20, €0.40 and won with three games. I wanted to pay a part of €1,500, but before that I discussed with the support, who told me to spend another €340 and the payment can go ahead. I paid and received an e-mail that no. I played at the right bet and they took the €1,500 and another €800 that was on my account. I tried to contact Lucky but they did not answer."

and

"Hallo Tomas.

I tried to contact the Casino to send them which game I violated the bonus conditions by playing at high stakes. I always get the answer that I played with a high stake, but this is not true because my highest stake was €0.50 and according to Lucky's rules, the highest stake with an active bonus is €5. I tried again yesterday, but so far I have not received a response. I will forward you the letters they sent. If you need anything else, please write. 

Thanks Robert"

Thanks for your messages and the explanation of the situation.

Have you received the gaming history from the casino yet?

When you receive it, please forward the unedited file to me via tomas@casino.guru for review.

I'll await your response.

Hello Tomas. Lucky said that it will take 1-2 months before I get the game history! I don't even understand why it's taking so long. It could be that they are not sending the real thing, maybe they are falsifying it? For me, the interesting thing is that I can't look back on Lucky's page, it only shows one game and I played several games.

Hello Tomas. I was able to talk to Lucky. They say that on 03.12.2023 I played the PG soft game Ganesha Fortune, I violated it because I played 15€ for one spin. Which of course is not true! If you look at the money flow, it's not good either, but you can't even play €15 on this game. I checked how high stakes you can play, 6€, 12€, 24€, so you can't play 15€. I am sending you the conversation with support and this bet as an attachment. What do you think can be done in such a case?

Hello Tomas. I looked through the game history. sent by lucky. If I found a higher bet, I bought inhyen games at a bet of €0.10, for which I paid €8 and €10. It is not stated anywhere that you cannot buy a free game under a bonus. This is just extra info. Regards

Hallo Tomas. Átnéztem a játékelőzményt amit. lucky küldött. Ami magasabb tétet találtam akkor inhyen játékot vásároltam 0,10€ téten, ezekért 8€ és 10€ fizettem. Az sehol nincs leírva hogy bonus alatt nem lehet ingyen játékot venni. Ez csak eg- plussz infó. Üdvözlettel

Hello Tomas. What do you think about my complaint, did Lucky casino do the right thing? I carefully looked through the store's regulations, but I didn't find there that you can't buy a free game under a bonus. If I play 0.10€-0.20f and buy a free game for 8€-10€ per night and therefore get 8-q0 spins, I did not bet 8€-10€, at least in my opinion this is logical. According to the rules of the shop, you cannot play a spin with a bet higher than €5 under the bonus. Hello Robert

Thanks for your patience, Kreki75.

I've found all the records of bets above 1€, and I'll post them here:

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.

In cases when bonus features are taken advantage of, we believe the bet should count as the bonus feature amount divided by the number of free spins granted by the feature.

I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) 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.  

Thanks for the reply! Regarding the Lucky bonus, there is no mention of the fact that you cannot buy free spins during the bonus! If this were written down, I wouldn't dispute that my money was confiscated, but I find it outrageous that my money was confiscated without any warning. If I buy a free game for €8-10 and get 8-10 spins, I am not breaking the €5 rule. Thanks for the help! Have a nice day.

Danke für die Antwort! In Bezug auf den Lucky-Bonus wird kein Wort darüber verloren, dass Sie während des Bonus keine Freispiele kaufen können! Wenn das aufgeschrieben würde, würde ich nicht bestreiten, dass mein Geld beschlagnahmt wurde, aber ich finde es empörend, dass mein Geld ohne jegliche Vorwarnung beschlagnahmt wurde. Wenn ich ein Gratisspiel für 8–10 € kaufe und 8–10 Spins erhalte, verstoße ich nicht gegen die 5-€-Regel. Danke für die Hilfe! Einen schönen Tag noch.

Hello. I would also like to ask if you can recommend a casino that is actually worth playing at? If you win, you actually get paid. I have read many comments and am aware that each CSSino has good and bad reviews and therefore it is difficult to decide where to play. Or rather, it's not worth playing because there's no real casino worth playing at. Thanks for the reply!

Hallo. Ich würde auch gerne fragen, ob Sie ein Casino empfehlen können, in dem es sich wirklich lohnt, zu spielen? Wenn Sie gewinnen, werden Sie tatsächlich bezahlt. Ich habe viele Kommentare gelesen und bin mir bewusst, dass jedes CSSino gute und schlechte Bewertungen hat und es daher schwierig ist, sich zu entscheiden, wo man spielen soll. Oder besser gesagt, es lohnt sich nicht zu spielen, weil es kein richtiges Casino gibt, in dem es sich zu spielen lohnt. Danke für die Antwort!

Dear Kreki75,

After a careful review of your case and the provided information and evidence, my team and I conducted an investigation. Unfortunately, we have concluded that we consider bonus buy features to be a breach of the maximum bet rules when playing with a bonus. In this particular case, you were able to gain an advantage over the bonus by utilizing these features, as they provided you with a significantly higher chance of winning your bets. Upon analyzing the game log, it is evident that these winning rounds allowed you to continue wagering.

Based on the aforementioned reasons, we regret to inform you that this complaint will be rejected. We appreciate your understanding, and we apologize for our inability to assist further in this matter. However, please do not hesitate to contact us if you encounter any issues with this or any other casino in the future. We are available to provide assistance.

Best regards,

Tomas

Casino.Guru