iLucki Casino - Player’s free bonus winnings have been reduced.

Got 50 free spins as a birthday gift. Got 5$ out of it an manage to go up to 400$ by the end of wagering. They got me down to 20$ because of max win rules. So they give away free spins but put a max win of 20$ after wagering the winning of the free spins to make sure that no one will withdrawal something basicaly. Also the terms and condition of that bonus was not available for me to see because I had to go trough live chat to get the spins. If I knew about the 20$ I would not have bothered to ask for them. That is a very shady practice.

Dear vincvinc1980,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general bonus terms and conditions, and this is what I found (unfortunately, nothing about Birthday bonus) https://www.ilucki.com/en-CA/bonus-terms-and-conditions:

"The maximum winnings that will be paid out resulting from a free bonus or free spins without deposit will be 50 EUR or an equivalent (*50) (even if the amount of winnings accrued by you utilizing this bonus is in excess of this amount)."

"20 free spins for phone verification are available for players who have made at least 1 deposit. The Wagering Requirements for winnings from 20 free spins are fifty (50). The maximum winnings that will be paid out are 20 EUR/AUD/CAD/USD/NZD or an equivalent in other currencies (*20) (even if the amount of winnings accrued by you utilizing this bonus is in excess of this amount).

The maximum winnings that will be paid out resulting from a Loyalty free spins will be 50 EUR or an equivalent (*50) (even if the amount of winnings accrued by you utilizing this bonus is in excess of this amount).

The maximum winnings that will be paid out resulting from a VIP free spins will be 100 EUR or an equivalent (*100) (even if the amount of winnings accrued by you utilizing this bonus is in excess of this amount) if not stated otherwise.

The maximum winnings that will be paid out resulting from the SMS promotions free spins will be 50 EUR or an equivalent (*50)(even if the amount of winnings accrued by you utilizing this bonus is in excess of this amount)."

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predator, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play, especially when it comes to No Deposit bonuses.

Could you please forward any relevant communication to petronela.k@casino.guru? I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela 

Additional comments from the player:

"Hi there,

Just read your message. I also agree that winnings from free spins should be caped. Thats not my issue. The winning from my free spins was 5.73$ as you can see in the attach document. Im fine with that. Capping the money earned from the wagering of the 5.73$ is something else tough ! Especially when you dont have acces to the term and service of that bonus.....

When I see something like this:

[The maximum winnings that will be paid out resulting from a Loyalty free spins will be 50 EUR or an equivalent (*50) (even if the amount of winnings accrued by you utilizing this bonus is in excess of this amount).]

It clearly means that the maximum amount of cash that you can have from the free spins is 50$. Even if you win more during the free spins.

They caped my winning after the wagering. Nothing of this sort is explain anywhere in their term of service. Also, absolutely nothing about birthday spins so I would at least assume that its a loyalty free spins but no.

I did not have acces to the term and service of that bonus because it doesn't exist. They can do what they want in that case....??

Also I would like to point out that the title of my case in the "case summary" section is a bit misleading: ( The player from Canada had their winnings from a Free Spins capped.)

Thats not what happened. I had my money from wagering caped and also did not have acces to terms of service of this particular free spins. 

No wonder why I had to go trough live chat to get these spins.

Do you understand my issue differently now ?

Thank you very much for your help.

Vincent L***"

Thank you very much, vincvinc1980, for providing all the necessary information via email. I will now transfer your complaint to my colleague Martin who will be at your assistance and try to find out why the winnings have been capped at $20 as this amount is not displayed anywhere in the general bonus T&Cs.

I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello vincvinc1980!

From now on, I will take care of your complaint. I would like to invite iLucki Casino into the discussion in order to resolve the situation.

Hi dear @vincvinc1980 and CasinoGuru team!

We are sorry for such an unpleasant experience you had at iLUCKI

Recently, we have changed our maximum cashout limit from No deposit bonuses or free spins from 20$(30 CAD) to 50$ (75CAD)

Sadly, there was a technical error with your Birthday gift and the maximum cashable amount was indeed set to 20$ instead of 50$.

As your Birthday bonus requires no deposit to claim it is counted as a no deposit bonus in our Terms&Conditions, therefore the maximum cashout from MYBDAY free spins is 50$ (75CAD)

We have added the sum of your winnings to your account and you are welcome to claim it 🙂

Please contact our VIP manager via vip.manager@ilucki.com in case you need any assistance or have any questions and we will be glad to help!

Best Regards,

iLUCKI casino team

Hello vincvinc1980!

Are there any news with your issue?

Hello vincvinc1980!

Was your issue resolved? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.

Looking forward to hearing from you.

Resolved. Thank you guys !!

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.