LetsLucky Casino - Pelaajan voitot on takavarikoitu.

Hello everyone, I hope someone can help me. I've been a customer there for two years and have never had such problems before. This is the first time. I partially understand why the €2,000 was confiscated, but I know I have the right to the €700.

It started like this:

I deposited €50 with a deposit bonus. I then won a large sum of €4,000. I successfully wagered the bonus but according to the casino I broke the bonus rules because I had bet more than €5. I ended up with €2,000 of the money and I understand that I broke the rules. Let's forget about the €2,000 for now. While I was waiting for my €2,000, I deposited another €25 WITHOUT A BONUS. And I had another €500 + €200 (€700 payout). I then waited a total of 6 days for my total winnings of €2,700 to be confirmed. Instead, the €2,000 was confiscated first, and then the other €700 that I had won without a bonus. I looked into it a lot and I am entitled to at least €700.

The casino lumps everything together and says I just broke the rules.

Hallo zusammen Ich hoffe jemand kann mir helfen. Ich bin dort seit 2 Jahren Kunde und hatte solche Probleme noch nie gehabt. Dies ist das erste mal ich verstehe teilweise wieso die 2000€ beschlagnahmt wurden aber ich weiß ich habe das Recht auf die 700€.

Es fing so an:

Ich habe 50€ eingezahlt mit einem Einzahlungs Bonus. Ich habe dann eine hohe Summe von 4000€ gewonnen ich habe den Bonus erfolgreich umgesetzt habe aber laut Casino gegen die Bonus Regeln verstoßen da Ich mehr als 5€ Einsatz gesetzt hatte. Ich hatte von dem Geld am Ende 2000€ ich verstehe auch dass ich dagegen verstoßen habe. Vergessen wir die 2000€ erstmal. In der warte Zeit von meinen 2000€ habe ich noch einmal 25€ eingezahlt OHNE BONUS. Und habe noch einmal 500€ + 200€ (700€Auszahlung) gehabt. Ich habe danach insgesamt 6 Tage gewartet dass mein gesamt Gewinn von 2700€ bestätigt wird. Stattdessen wurden erstmal die 2000€ konfisziert und dann noch die anderen 700€ die ich ohne Bonus gewonnen hatte. Ich habe viel nachgeschaut und ich habe mindestens das Recht auf die 700€ .

Das Casino wirft alles in einem Topf und sagt ich habe halt gegen die Regeln verstoßen.

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 so I can better understand your situation.

• What was the balance in your account when you deposited the €25?
• Did you start playing with only this deposit, or were there any remaining winnings from the previous bonus still in your account?

Could you also please send me a screenshot of your bonus history from your casino profile?

In addition, kindly ask the casino to provide you with your gaming history in Excel format, starting from the moment you deposited €50 with a bonus, up to the point where your winnings reached €700. Once you receive it, please forward the file to me at veronika.f@casino.guru.

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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Thank you for your patience, and stay safe.

Dear hammedg32755,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.