LuckyStart Casino - general discussion (page 2)

Hi, that's quite an unpleasant situation. 

My question is, was there a button to cancel the bonus, or did you ask support first? 

If you could do something like that and you canceled it yourself and then asked, then I would understand why it happened. 

But if that wasn't possible and the system or casino did it, then I don't think it's right. 

Please let me know. 

So, here's what happened: I made a deposit and – as far as I remember – won something with the deposited money. Then I contacted support and asked if I was still playing with real money or not. They said no, if I canceled the bonus I would lose my entire game progress. Even though it was a non-sticky bonus.

Then I went to the display where the free spins and bonus were shown. I clicked on the bonus – and then the bonus was simply gone. No second menu opened asking, "Do you want to cancel the bonus? Yes or no?" Nothing like that appeared at all.

I just clicked on the bonus and poof, it disappeared. It would have been pointless to deliberately cancel the bonus after I'd already asked support whether it was cancelable or not – and they said no. I just wanted to see the percentages, i.e., how much I still had to wager.

So there was no cancel button. Then it seems a little confusing to me that if you just wanted to check your progress and it canceled your entire bonus, I wouldn't count on that. So did you tell the casino what happened and whether there was anything they could do about it or not? Did they take your winnings or your entire balance? 

So, I explained my situation to them. They claim I cancelled the bonus, even though I clearly told them I didn't. I just wanted to see the percentage. But they're still saying I cancelled it.

What I also find strange is that my initial deposit was visible as credit – but without the bonus. Theoretically, this means I was still playing with real money when I played through everything. This, in turn, means it was a sticky bonus, because otherwise my entire balance would have been gone.

And one more thing: If it had been a non-sticky bonus, as they claim, I would have been allowed to win everything except the bonus balance itself.

You're right about the bonuses.

Did you happen to take a screenshot or something when you "canceled" the bonus, according to the casino? 

Now it's up to our team to evaluate the whole situation. I believe it will turn out well in the end.  

I made a screen recording of myself clicking on the bonus and a screenshot from support confirming that it's a non-sticky bonus.

Confirmation that it was a non-sticky bonus

It's good that you did that, I believe that when necessary, it will be useful for our team. I commend you for doing that.

Now we will have to focus on how the whole situation will continue. 

If you need anything else, just let me know.

Of course, everything we need to know or get from you will always be requested in the complaint. So you will be informed. 😉