Stay Lucky Casino - Pelaajan voitot on takavarikoitu 30%: n maksimipanosäännön vuoksi.

I deposited deposit amounts of €30 a time a couple of times, I was not playing with a bonus. They have declined my bonus and removed it from my account due to the below.

"As part of our regular withdrawal review process, we have seen that the terms and conditions of the casino were not met.Our Terms and Conditions prohibit placing single bets equal to or greater than 30% from the value of the deposit.We have therefore cancelled your withdrawal request and removed the winnings."

Everyone on live chat keeps telling me to have a nice day and will not look at or return my winnings to me. Absolutely ridiculous. I'm gutted.

Dear Emily,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked terms and conditions, and I found the term the casino was referring to (https://www.stayluckycasino.com/general-terms-conditions/?lang=en):

„ "Irregular play" includes, inter alia:

 Placing bets or Purchasing in-game features including but not limited to free spins equal with the "total value" greater than or equal to 30% (thirty percent) of the smallest deposit in play."

Are you aware of breaching the maximum allowed bet? You first mention you didn’t play with a bonus, and then that your bonus was removed from your account. Just to make sure – did you play with any bonuses or not, please?

Also, I would like to emphasize, that we believe such rules are predatory when applied to the real money game because players should be allowed to play with their deposit the way they prefer.

Looking forward to hearing from you.

Best regards,

Kristina

Hello,

No I was not playing with any bonuses, it was all my money. I was not aware of the terms and conditions having played on different casinos online I've never been made aware of terms and conditions like these before

Thank you very much Embee95 for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance.

Hi Emily,

I looked at your case and understand the situation. I will contact the casino and see if I can help. However, I have to warn you that the casino usually doesn't reply to complaints published on our website. I would like to invite Stay Lucky Casino to the conversation to participate in the resolution of this complaint.

Hello,

Thank you very much.

Have you ever known anyone winnings being honored?

I've never even heard of terms and conditions like there's I don't understand how they can take your winnings away from you the way they do 😔

Hi Emily, I don't think so. There are several casinos that have such rules in their T&Cs. We consider this rule to be against our Fair Gambling Codex, very player unfriendly, even predatory. If you play with your own funds, your bets shouldn't be limited this way.

I would like to ask Stay Lucky Casino to reply to this complaint.

Hi,

I can't imagine this casino is ever going to reply. I made a complaint myself to them on 30/12 to which they haven't replied. The live chat team keep telling me to wait. Just wish I'd never gone onto their site! 🙁

We would like to ask Stay Lucky 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi Emily,

Unfortunately, the casino didn't reply as expected. I’m afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. If the casino decides to react, we will reopen the complaint and you will be notified by email. For the future, I recommend you take a moment and read the review about the casino you chose to play in before you register and deposit money. I wish I could be of more help.

Best regards,

Peter