Stay Lucky Casino - Pelaajan voitot mitätöidään.

Stay Lucky cancelled my withdrawal and removed my funds because I apparently broke the rules by betting too much per spin even though the game allowed it. Also part of my winnings was a jackpot I win within the game (€6000)

i was playing with real money- no bonuses.

Dear Suzanne,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I have checked the T&Cs (https://www.stayluckycasino.com/general-terms-conditions/?lang=en) and this is what I found:

"Betting rules

Irregular play includes, inter alia:

Placing total bets equal to or greater than 30% of the value of the deposit currently in play."

Could you please clarify how much you deposited? Would you be so kind and send me your game history? If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru.

I hope, we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Hi,

I made about £200 in deposits but in single deposits of €20 and played until I won enough to keep playing.

At no point did they try to warn me about this rule. I was playing on Boongo’s 3 Coins in which there was also a tournament.

within this I won a jackpot and made some €80 spins. I thought, as the game allowed it that this was just normal gambling and my choice as after all I could have lost it all.

i have now cancelled my account with them but my username was Annvee.

Copy of email;

Thank you very much Suzanne for your reply. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Suzzane.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

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’.

Dear Suzanne.

I am very sorry, but since the casino team is unresponsive, we’re not able to proceed with the investigation. Please, be aware that this complaint will affect their reputation on our website, which is already very bad.

For the future, I recommend you to choose the casinos with at least a very good reputation on our website. 

Best regards, Jozef

Since we haven’t received a further response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.