Newlucky Casino - Pelaajan voittoja on pienennetty perusteettomasti.

I took advantage of the 150€ bonus at this casino and met its wagering requirements.

However, my balance, which was about 2000€, was reduced to 400€.

I can see in the terms and conditions that the cash limit is 10 times the bonus, but there is no mention of the 400€ anywhere.

Support also claims that 400€ is the limit, but when we asked them for the proof, they could not find it themselves.

Please call a casino representative to restore the unjustifiably reduced cash limit.

Dear andandjonnyx,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Newlucky Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please explain when the incident happened? (date)
• Could you please share a screenshot or link to the bonus and its specific terms and conditions?
• Could you please share your correspondence with casino support confirming that the cap on winnings was deliberate? Send the information to my email at tomas@casino.guru

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Chat history was erased by the casino, so no chat history remains.

Thanks for your reply.

Was the confiscation recorded in your transaction history?

Could you please share proof of how much you deposited in order to activate this bonus?

Have you contacted support again and saved your conversation about the issue?

Looking forward to your reply.

I can't reach support.

Thank you very much, andandjonnyx, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.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.

Hello, andandjonnyx!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

In case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

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 Andandjonnyx and Casino Guru team,

Please accept our sincere apologies for the delay in responding to this case.

We would like to assure you that we are currently reviewing the details of this complaint and are actively investigating the situation. Our team is working to gather all the necessary information in order to provide a clear and complete response.

We appreciate your patience and will do our best to resolve the matter as quickly as possible.

Best regards,

Newlucky Casino Team

Dear Andandjonnyx and Casino Guru Team,

We have carefully reviewed the situation regarding the €150 bonus and the reduced winnings.

To resolve the matter fairly, we have compensated the player with an additional €1,100, bringing the total payout in line with the correct bonus rules.

We apologize for any confusion or inconvenience caused and thank the player for bringing this to our attention. We are also reviewing our Bonus Terms to ensure even more transparency going forward.

If you have any further questions, feel free to contact our support team.

Thank you for your understanding and trust.

Best regards,

Newlucky Casino Team

Thank you for your transparency, Newlucky Casino Team!

Andandjonnyx, can you confirm that you have received funds to your account and if you want to play further or to withdraw?

I just submitted a withdrawal request 

I'll consider the issue resolved once the withdrawal is complete.

Thank you! Just let us know when you will receive it.

The money was safely withdrawn.

Thank you. Good bye.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear andandjonnyx,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Pavel