The player from Germany had his welcome bonus winnings cancelled. Unfortunately, the player accitentaly cancelled the bonus in the middle of wagering, therefore the casino couldn't return the bonus back, and we were forced to reject this complaint.
iLucki Casino - Player’s bonus winnings have been voided.
Amount: €1,300
iLucki Casino
Safety Index:Above averageSafety Index
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7.7
iLucki Casino has a Safety Index of 7.7, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 years ago
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3 years ago
Translation
Hello Guru Team!
Yesterday I deposited 100 euros at ILucki and got a 100 euros bonus, playing until I had around 1400 euros, then I found the 2 free spins bonuses in my account and wanted to delete them. When I suddenly saw that there were only 100 euros in the account, I immediately wrote to the live chat to please undo this, who referred me to the VIP manager, whom I then immediately wrote an email to correct it because it was unwanted! at first no one wrote back to me
when I wrote another email today, there was only the following short answer!
Sadly we are unable to re-add your bonus after you've begun your wagering.
In this case you are welcome to continue to play with your deposit. Also, you have free spins available to use :)
Good luck!
Dear Guru Team, you have already been able to help me, I hope that you can do it again that I get my money back with> bonuss!
Kind regards, Jürgen
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3 years ago
Dear Jürgen,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I am not quite sure what happened here. Did you accidentally cancel your deposit bonus and by activating the free spin bonus?
Also, could you please clarify whether you have fulfilled the wagering requirements for the deposit bonus before this happened?
If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.
Looking forward to hearing from you.
Best regards,
Kristina
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3 years ago
Translation
Hello Kristina
No, I didn't meet the wagering requirements because I was just starting to play!
I wanted to delete the 2 free spins bonuses and accidentally deleted the bonus. Of course I wanted to play the bonus! Something similar happened to me before on another page that was easily undone! I find that very dubious that if you are in the plus and accidentally make a mistake that you cancel everything!
MFG Jürgen
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3 years ago
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Hello Kristina!
The casino just wrote me that!
You have canceled your bonus from your side. It means that you understood what you did.
As I said - we cannot add any more match bonuses since you have started playing your bonus.
We can only add bonuses that are accidentally canceled if no part of them has not been used.
MFG Jürgen
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3 years ago
Thank you for your reply, Jürgen. I checked the Bonus T&Cs (https://www.ilucki.com/bonus-terms-and-conditions) and I found this:
"1.32. When accepting a deposit bonus, kindly remember that your deposit is locked with the accepted bonus. This means that you have two options, either to complete the wagering requirement of the bonus or cancel the bonus. If you choose to cancel the bonus, the bonus and all winnings attributed to the bonus will be lost. Wagering with both the bonus money and your deposited cash will count towards the wagering requirement."
This, unfortunately, means, that if you cancelled your bonus (intentionally or not), you lost your winnings as well. Sadly, there is nothing we can do to help you. This is a standard rule in the vast majority of online casinos and the casino provided a reasonable explanation to you. Please understand, we cannot punish casinos for having such terms, nor request from them to add your winnings back. Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint. Thank you in advance for your reply and understanding.
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3 years ago
Translation
Hello Kristina, I think it's very questionable if you don't even install a button where a security query comes, do you really want to delete the bonus? But I think that the site is designed to provide a bad service and with such traps the player deprives any winnings! it would be nice to be able to reach an agreement with both sides!
Greetings Jürgen
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3 years ago
I am very sorry, but there is nothing we can do at this point. I understand your frustration, but the casino isn't able to return the canceled bonus when you started wagering.
Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.
