iLucki Casino - Player’s winnings reduced due to bonus conditions.

After wagering 1000 of the 100% deposit bonus and 20 free spins that I deposited for and you claim to have unlimited cash out ( your review I had trusted) only to get an email after sending all documents for withdrawal request of 2000 dollars leaving 500 behind to play with in the casino only ti find out 29 hours later that I can only cash out 75 dollars ( because of the 20 free spins that's I received with the deposit ) I had won 4 dollars from those spins and it was a part of deposit that I paid it wasn't even for free...I am totally in shockk they finally got back to me after they roved my winnings keeping 75 claiming that I can only withdraw 75 dollars because they were free spins which clearly I have screenshots and payment that has gone through to verify that it wasn't for free.. on-top of all that this end here I can't withdraw the 75 dollars everytime I request it it disappears. Loll totally scammmm

Dear Rashhhhhh,

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

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

• Could you please specify which bonus was activated on your account and how the casino informed you about the maximum cashout condition of the bonus?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Hello,

Thank you for your response, I'm disappointed myself because it's all about trust i guess in the experts reviews like yourself and colleagues. So the deposit bonus was the welcome package promoted on this website right after the free no deposit spins. It's written in the reviews that it's unlimited and I was told and confirmed by live chat.. unfortunately I don't have the script I do have screenshots of the terms and conditions also my losses and winnings form both bonus cash Nd free spins separately oh and I forgot to mention that even to cashout the 75 I will have to deposit from a visa card because apparently MasterCard option isn't available which I was told it was before so I requested a ban transfer I got ignored I don't O'Brian a visa card . I will further email you all the details in few

I apologize for the late reply.

Thank you very much, Rashhhhhh, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.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 Rashhhhhh,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and feel free to correct me if I'm wrong, but it looks like you have first started to play with the free spin bonus, right? If so, there is actually a maximum win limit on this.

Although you most likely have not won the maximum amount, the funds received from this bonus were in your balance, and once you made the required deposit to claim the winnings, you later activated another bonus, causing it to be mixed funds, thus the maximum winnings restriction still applied to your winnings. I will still contact the casino to shed more light on this matter.

We would like to invite iLucki Casino to join the conversation.

Dear iLucki Casino,

Could you please furnish us with more details on why the player's winnings were capped at A$75? If the information can't be shared publicly please forward them including evidence of any terms breaches to me at michal.k@casino.guru

No this isn't true

I made the deposit I had no previous balance before yes I had played free spins but Iost.

When I made the deposit I was redeemed with free spins and cash bonus where I had played then then followingday or so I had played free spins from a deposit bonus. Mix winnings.??? I made one deposit which I won't about 2500 from as. Awhole

Hello dear Casinoguru team!

After thorough investigation we can verify that a player won using registration bonus. 

While wagering registration bonus and having $95.75 on a balance the player has made a decision to make a first deposit.

After that the balance became $135.15 ($95.75 bonus funds from registration bonus + $40 - $20deposit + 100%first deposit bonus) 

Therefore, user initial balance was generated using the registration free spins which have max win of 75AUD according to Bonus Terms and Conditions.

Please let us know if you need any additional information.

It doesn't make sense to me at all and complete lies.

Why would I make a deposit if I had a balance to play with and withdraw??? Why did you disable my account ? 8 would've showed evidence.

I had one won 9 dollars from the free no deposit bonus for sure but I lost them ? And when I did I went ahead and made a deposit .

I deposited when my balance was zero

Thank you for your response, iLucki Casino. Please forward me the player's gamelog including the bonuses claimed at michal.k@casino.guru

Dear Rashhhhhh,

Unless someone else has gained access to your account, the deposit must have been initiated by you. The casino doesn't credit deposits to players' accounts without cause.

Once we receive your balance and game history, including the bonus details, we will conduct a review. However, if it confirms the aforementioned, I'm afraid there's nothing further that can be done. The casino has disbursed the correct amount entitled to you.

Hello dear Casinoguru team!

Kindly check the email you have provided earlier.

We have sent all the necessary information on Thursday 28th.

Thank you for your email and the provided evidence iLucki Casino team.

Dear Rashhhhhh,

Upon reviewing your entire game log from March 9, 2024, it has been confirmed that you acquired your winnings using the registration bonus. On March 9, 2024, you registered and claimed the bonus of 50 ELVIS FS. Subsequently, with a balance of A$95.75 (still from the bonus 50 ELVIS FS), you chose to make a first deposit and claim another bonus (100% Welcome Bonus + FS) on March 16, 2024. However, it is important to note that your initial balance was established using the registration free spins, which are subject to a maximum win of A$75 according to the casino's Bonus Terms and Conditions.

Although I can agree with you that the casino system could have somehow informed you that the maximum win limit for the registration bonus is still applicable, and I acknowledge that, from the user's perspective, this situation is not optimal, it is important to note that it remains the player's responsibility to carefully read and adhere to the terms and conditions of each bonus before claiming it.

Unfortunately, after gathering all the necessary information, we are forced to reject this complaint as the casino team's actions were in accordance with their established rules. I can only recommend that you read the bonus T&Cs thoroughly before you activate any bonuses and make sure to follow all the rules to avoid disappointments like this. 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.

Best regards,

Michal

Casino Guru