LuckyFruits Casino - general discussion

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LuckyFruits confiscated approximately NOK 26,000 from my balance after I completed the wagering requirements of a deposit bonus.

The reason given was a rule in their General Bonus Rules stating that maximum winnings are limited to 5x the bonus amount.

I understand that this rule exists in the General Bonus Rules. However, my complaint is about how the restriction was presented.

In the terms displayed directly under the specific welcome bonus, LuckyFruits explicitly states:

"Maximum winnings with an active deposit bonus are NOK 50,000."

There is no mention of the 5x maximum on the promotion itself. It only says at the bottom that the General Bonus Terms apply.

The General Bonus Rules, on a separate page, then state that maximum winnings are limited to 5x the bonus amount.

I believe this is unclear and potentially misleading because the specific promotion explicitly presents NOK 50,000 as the maximum winnings, while the actual maximum applied to my bonus was substantially lower.

I had approximately NOK 30,000 after completing the wagering requirements, and approximately NOK 26,000 was removed.

I have screenshots of both the promotion terms showing the NOK 50,000 maximum and the separate General Bonus Rules showing the 5x restriction.

I have already submitted a formal complaint directly to LuckyFruits and am awaiting their response.

I would appreciate Casino Guru's help in reviewing whether these bonus terms were presented fairly and clearly.

The distinction you're making here is important.

A maximum cashout on winnings generated from a bonus isn't necessarily unfair by itself. We generally accept that casinos can place limits on how much can be withdrawn from bonus play, provided those conditions are presented clearly to the player.

What makes your case worth looking at is the way the two limits appear to have been presented.

If the terms shown directly with the welcome bonus explicitly stated that the maximum winnings with an active deposit bonus were NOK 50,000, while a separate set of General Bonus Rules imposed a 5x bonus cap that resulted in a much lower limit for your particular bonus, I can understand why you consider that unclear or misleading.

The reference to the General Bonus Terms is relevant as well, so I wouldn't conclude from the forum alone that the casino definitely applied the rule unfairly. The exact wording and how both sets of terms were displayed when you claimed the bonus need to be compared properly.

I can see that you've already submitted a complaint with us and it's currently waiting for review, so there's no need to submit another one. Our team will first review the case and the evidence you've provided, including the specific promotion terms and the General Bonus Rules, and determine how to proceed from there.

Since approximately NOK 26,000 has already been removed from your balance, those screenshots showing exactly how both limits were presented should be particularly relevant when the complaint is reviewed.

Thank you for taking the time to look into this.

I completely understand that a maximum cashout rule is not necessarily unfair by itself. My concern is specifically how this restriction was presented to me when I accepted the bonus.

The promotion itself explicitly stated that the maximum winnings with an active deposit bonus were NOK 50,000. The much lower 5x bonus amount restriction was only found in the separate General Bonus Rules.

If the promotion had simply stated "Maximum winnings: 5x the bonus amount, up to NOK 50,000", I would have understood the actual limitation before accepting the bonus. Instead, I was given the impression from the promotion-specific terms that NOK 50,000 was the applicable maximum.

I would also like to mention that the specific bonus promotion now appears to have been removed from the LuckyFruits website. I am not claiming that this proves anything by itself, but I have kept screenshots showing exactly how the promotion and both sets of terms were presented at the time.

Approximately NOK 26,000 was removed from my balance, so I appreciate that you are reviewing whether these terms were presented clearly enough to justify such a significant confiscation.

this was when I accepted the bonus

now one day later they have changed it to this

Yes, I understand the distinction you're making.

The fact that the promotion has now disappeared from the website doesn't prove anything by itself, as you also pointed out. What matters much more is that you kept screenshots showing exactly how the promotion-specific terms and the separate General Bonus Rules were presented when you accepted the bonus.

Your example also makes your concern quite clear: if the promotion had stated something like "maximum winnings: 5x the bonus amount, up to NOK 50,000," there would have been much less room for misunderstanding about which limit actually applied.

Since your complaint with us has already been submitted and is waiting for review, I think the best step now is to let the complaint team examine those screenshots and compare the two sets of terms in their original context.

They will be in a better position to assess whether the restriction was communicated clearly enough before the NOK 26,000 was removed from your balance.🙂