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First deposit of 500 PLN - lost

I received a free 50 PLN for downloading the app. The bet limit was 9 PLN. I entered the WILD NORTH game and accidentally clicked a bet for 10 PLN (a habit from other casinos where the limit is higher) and a message popped up saying that I can't play on bonus balance for more than 9 PLN, so I reduced the stake to 5 PLN on that slot and continued playing. When I wanted to withdraw money, they confiscated all of it, citing the 10 PLN bet, which I don't even know if it went through since a warning popped up? In my opinion, it's unjust that you could make this bet despite the message. I would appreciate assistance with this issue. The situation occurred on February 29th, 2024.

pierwszy depozyt 500 PLN - przegrany

dostałam darmowe 50 PLN za ściągnięcie aplikacji. Limit zakladu wynosił 9 PLN. Weszłam na gre WILD NORTH i przez przypadek kliknęłam zakład za 10 PLN ( przyzwyczajenie z innych kasyn że limit większy ) i wyskoczyła informacja że nie mogę grać na saldzie bonusowym za więcej niż 9 PLN, więc zmniejszyłam stawkę do 5 PLN na tym slocie i grałam dalej. Gdy chciałam wypłacić pieniądze skonfiskowali mi wszystko powołując się na obrót za 10 PLN, który nawet nie wiem czy doszedł do skutku skoro wyskoczyło ostrzeżenie? Moim zdaniem to niesprawiedliwe ze mimo komunikatu można było ten obrót wykonać. Proszę o pomoc w sprawie. Sytuacja miała miejsce 29 lutego 2024 roku.

Hello MartaM,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with LuckyBird Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Would it be possible to forward your entire betting history to nikolas.b@casino.guru for further review? Did you contact the casino regarding this issue? If yes, please also forward the communication between you and them to the same e-mail address.

Looking forward to your answer.

Regards,

Nick

Unfortunately, I don't have access to the game history on their website. I only received a message in the application that I had violated the regulations and the same information in the chat.

Niestety nie mam dostępu do historii gier na ich stronie. Dostałam tylko wiadomość w aplikacji że naruszyłam regulamin i taka samą informacje na czacie.

Hello MartaM and thank you for all the information provided. I will now forward your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, MartaM,

I am sorry to hear about your unpleasant experience. Now I would like to invite the casino representative to join this conversation and participate in the resolution of this complaint.

Dear LuckyBird Casino team,

Could you please provide us with more details about the exceeded bet limit? How many times the maximum bet amount was exceeded during the user's play, and how much of the disputed winnings did she accumulate by exceeded bet(s)? What unfair advantage did she gain? Is the casino sure it was not only a one-time mistake?

It would be great if the casino could substantiate its claims and decision with relevant evidence.

Feel free to send it to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear MartaM,

Unfortunately, I am afraid there is not much that can be done without cooperation from the casino's side. Therefore, now I will mark the complaint "unresolved" in our system. I understand this is not a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

In the meantime, I recommend that you contact the responsible gaming authority - C.I.L. (Curaçao Interactive Licensing N.V.), and submit a complaint to them (info@curacaolicensing.com and/or helpdesk@curacaolicensing.com). Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if needed. Please note it is a rather passive licensing authority and you can wait several weeks for an answer.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

In case you need any help or have news from the regulator, please contact me at branislav.b@casino.guru.

Best regards,

Branislav, Casino.Guru