LetsLucky Casino - Part of the player's winnings were confiscated.

I won a large amount in the casino, up to DKK 2,235,000, but what's more, they deleted everything I have at that point in my playing account, which was 250,000 euros! And they say I used their rules and wasn't allowed to win that much money?! And I have set 50,000 euros for payment but since 4-09-2023 and today it is 5 days ago but they have not accepted the amount yet! Which they should have done within 24 hours according to their rules! And is it not stated anywhere by them that you must withdraw approx. 50,000 euros from the time I set it for payment? Why do they continue to keep the money I won and not accept it within 24 hours?

I think it's bullshit that they act nice about it when you win. Their argument is that they are currently processing the case!

Yours sincerely

Ri**** H****

Hello riograndi10,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with LetsLucky Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

 Please note that we recommend to wait at least 14 days for your verification/withdrawal to be processed specially if it’s your first ever request.

Looking forward to your answer.

Regards,

Nick

Hello Nick. Yes, my account was verified on 5 September 23. I have won a total of approximately 255,000 euros. I have used a bonus but I did not win there. Then I paid in with my card myself and then I won in a row. They write that you must not win more than 50,000 per 24 hours. Therefore, they chose to delete most of my winnings. But furthermore, it is stated in their rules that regardless of this 24 hour rule, you have the right to a payout of 50,000 usd that has been won during that time. They keep holding me up and assuring me that I will get my money but despite that I am constantly being held up. And they have deleted a lot of amount without informing me about anything. I myself now fear not seeing the shadow of that money and that it just disappears from my account just like my 250,000 honestly won euros did

With best regards

Riyadh H*****

Hello Nick. Yes, my account was verified on 5 September 23. I have won a total of approximately 255,000 euros. I have used a bonus but I did not win there. Then I paid in with my card myself and then I won in a row. They write that you must not win more than 50,000 per 24 hours. Therefore, they chose to delete most of my winnings. But furthermore, it is stated in their rules that regardless of this 24 hour rule, you have the right to a payout of 50,000 usd that has been won during that time. They keep holding me up and assuring me that I will get my money but despite that I am constantly being held up. And they have deleted a lot of amount without informing me about anything. I myself now fear not seeing the shadow of that money and that it just disappears from my account just like my 250,000 honestly won euros did

Yours sincerely

Riyadh

Hello riograndi10,

Did you receive any official statement from the casino regarding your winnings? If yes, could you please forward the communication between you and the casino to nikolas.b@casino.guru?

hello Nick

yes, I have received a statement that I have won the 250,000 euros. I have sent an e-mail with communication with the casino, have you received my e-mail?

Sincerely

Riograndi10

Thank you riograndi10 for all the information provided. I will now forward your complaint to my colleague Peter (peter.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi Riograndi10,

I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite LetsLucky Casino to join the conversation and contribute to the resolution of this complaint.

Many thanks for it is very frustrating that the amounts have just been deleted. I hope a solution is found? Is more expected from me at this time or is it just a response from lets lucky?

Hi Riograndi10,

In order to make some progress here, we need a response from the casino, thank you. I will make sure to contact you should more questions arise.

Dear Peter and Esteemed Player,

I hope this message finds you both well.

We’re glad to address the recent withdrawal concerns that have been brought to our attention.

We want to assure you that all winnings and withdrawals have been treated according to our Terms and Conditions.

We wish to inform that the initial withdrawal requested was rejected by the customer's bank. We understand that this must have been frustrating and apologize for any inconvenience this may have caused.

Subsequently, we promptly contacted the customer via email and then confirmed also via chat to explain the situation and requested an alternative bank account. We greatly appreciated your cooperation, and once the new account details were provided, we successfully processed two withdrawals of €4000 each on the 21st and 22nd of September.

It is important to emphasize that there was no intention on our part to withhold any payments. The delays were solely attributed to the bank's restrictions on the transactions. As soon as the alternative bank account details were furnished, we ensured that the withdrawals were processed in accordance with our established daily and weekly limits.

We also acknowledge your decision to cancel a pending withdrawal totalling €48,000, which ultimately contributed to settling the remaining balance.

We sincerely appreciate your patience and understanding throughout this process. Our aim is to provide you with the best possible service, and we are committed to resolving any issues that may arise.

Should you have any further questions or concerns, please do not hesitate to reach out. We are here to assist you.

Warm regards,

Letslucky Team

Hello Peter and Letslcky team,

I am well aware of your rules. yes, I have withdrawn some of the payouts myself, I am aware of that, BUT when I requested payouts which were then rejected, they completely disappeared from my account. I was confirmed by an employee that the payouts that were rejected would be returned to my playing account and this has not happened - you have simply deleted them completely. it is about 20,000 euros which has disappeared. for your information, the limit is not 50,000 usd but 100,000 as I am a VIP with you. moreover, I have not won more than the allowed 50,000 per 24 hours, this is completely impossible, I also have a job and care. I want guru casino to check carefully what has happened because I have screenshots of EVERYTHING both my account movements at the casino as well as all conversations between all employees for two weeks in a row every day that I have been in contact with.

best Regards

Riograndi10

Dear Customer,

We appreciate your patience, and we've thoroughly reviewed all correspondences and transactions related to your account. Here are the key points we'd like to address:

• Our investigation confirms that winnings have been applied in strict accordance with our Terms and Conditions.
• We acknowledge that you were informed of the adjustment made to your balance in line with our Terms and Conditions. Our records also indicate multiple live chat conversations where this was explained.
• Regarding rejected withdrawals, we reiterate that these were due to recipient bank restrictions. Once you provided an alternative bank, the withdrawals were promptly processed.
• According to our records, you were not registered as a VIP member, and there is no evidence of a VIP invite being extended to you. The only correspondence from our VIP department was from an Account Manager informing you about your withdrawals. All other communications were handled by our first-line support.

We meticulously track all transactions, and we could not find any evidence of a 20,000 euro discrepancy that you mentioned. Additionally, this issue was not raised in any of your multiple daily chats with our support service (all communications are recorded).

On the other hand, we do acknowledge that the processing of your withdrawal took longer than usual. This was due to necessary security checks, including validation of significant winnings, which required coordination with the gaming provider. Additionally, there was a delay in the withdrawal queue. We take full responsibility for this delay and sincerely apologize for any inconvenience caused. In recognition of the lapse in service, for your patience and for choosing us, we'd like to offer a token of appreciation. If you agree and give your consent, our Customer Success Manager will reach out to you to discuss this further.

Thank you for your understanding, and we look forward to resolving this matter promptly.

Best regards,

Letslucky Team

Thank you LetsLucky Casino team for your reply.

Dear Riograndi10,

In order to investigate the matter further, we would need some supporting evidence that would clearly show that 20000€ is missing after the withdrawals were canceled. Please send it to my email address (peter.m@casino.guru).

Hi Peter. Thanks for your reply. I'll probably send you an email with proof. And to let's be lucky - I didn't win over limit the first few days. When I suddenly log in, you have deleted what corresponds to 2.6 million Danish kroner. You wish me congratulations on the great win. It's a hoax and facts what you're doing. 5 payments of 4000 euros are rejected and they just disappear into the blue. I was clearly told that what was rejected came back to my playing account they did so they didn't disappear along with my 2.6 won money. It doesn't surprise me that the payment took weeks, you obviously didn't know how to lie to yourself to make my winnings disappear.

I will send you emails Peter, thank you very much

Sincerely

riograndi10

Thank you riograndi10 for your email. However, do you have anything showing the balance before these failed withdrawals and after? I can't tell if the money actually disappeared from these pictures since I don't see any balances.

Hi Peter

I have no picture sf balance.

But in Transactions history you can see that they have been Rejected and they were gone along with everything else. I have sent you the picture I have as proof that they have made a mistake but they will admit it of course and I am sure they can't prove that I broke their rules because they say I have won over the limit? But I start winning on 4-09-2023 at 9:45 and they have deleted everything from my playing account on 7-09-2023, which is not right that I have more in I have to in the 24 hours?! After a long chat with many different employees for about two weeks, I am told that my bank has not accepted the money?

I have never felt so bad in a casino like this time 🙁

I hope that letslucky find an end to this matter because I will be really disappointed after the behavior and everything.

Sincerely. Riograndi10

Hi riograndi10,

From the received evidence it is really hard to tell if the rejected withdrawals came back or not.

Dear LetsLucky Casino team,

Could you please double-check if the following withdrawal amounts were added back to the player's balance after they were rejected?

4000€ 6th of September 2023, 22:48

4000€ 6th of September 2023, 22:48

4000€ 6th of September 2023, 22:47

4000€ 6th of September 2023, 22:47

4000€ 6th of September 2023, 22:47

Hi riograndi10,

I prolonged the time for response as per the casino's request. The casino needs a bit more time to gather the evidence.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi riograndi10,

I received information from the casino that the 20k was deducted due to the daily max win cap of 50k. I'm trying to find out the details. The limit is stated in the casino's T&Cs:

"Maximum cumulative profit on all Casino Games (excluding any progressive jackpot wins) in a 24-hour period shall be capped at USD 100,000 (or currency equivalent) for Vip users and at USD 50,000 for non-VIP users. If your profits exceed this sum in any 24-hour period, any additional bets or wagers made within the same period shall be void, and any associated sums bet or wagered by you shall be returned to you. If a bet or wager is made by you that takes your profits over the limit within the 24-hour timeframe, you will be paid out up to USD 100,000 if you have a VIP status or up to USD 50,000 if you have a non-VIP status. Any excess profits may, at our discretion, not be paid to you."

Hi Peter

yes, I know they claim that. But I haven't won these amounts in such a short time - I have a full-time job and don't sit 24/7 and play. I have read their T & C thoroughly. And in the writing it also says that what you play for is made invalid, meaning what you put in the game must be paid back to the player. Incidentally, I have never gotten that money back either. I'm getting really tired of this.

Sincerely

Rio Grande

Hi Peter and let's be lucky. According to the C&T that apply, it says that the money that is put into play when you reach the limit will be returned to your account as these are invalid according to the terms from lets lucky - I have NOT had the wagered amounts returned. So where did they go? You obviously don't even follow your own rules unless it's to your advantage! I start playing on the 4th-9th from 10am and days after the 7th my entire winnings and account will be deleted.

I hope you lets lucky admit the mistake you have made and give me my money back

Sincerely

Riogrande10

We have reached out to riograndi10 via email with further communication and are awaiting his feedback.

Thank you LetsLucky Casino team for your response.

Dear riograndi10,

Please keep me updated.

Hi riograndi10,

The casino sent you a message four days ago and it appears to have been seen and it was resent again.

Hi Peter, I have received nothing apart from the usual advertisements. Screenshot attached

Sincerely

Riograndi10

Dear  LetsLucky Casino team,

Where did you send the messages?

Hello. I have now found the email and sent a reply back to Paul.

Sincerely

Riograndi10

Hello Peter and Casino Guru Team,

We are pleased to inform you that we have reached an internal agreement with the player regarding the issue that was brought to your attention. We have carefully reviewed the matter and worked diligently to find a fair and satisfactory resolution for all parties involved.

Dear Riograndi10,

We kindly ask you to confirm that you've found the resolution satisfactory. Your feedback is crucial in order to consider the matter resolved.

We would like to express our gratitude for your cooperation and patience throughout this process.

If you have any further questions or require additional information, please do not hesitate to reach out to us via support email channel we have held with you. Thank you for your understanding.

Bets regards

Letslucky Team

Hi all,

Thank you for your replies.

Dear Riograndi10,

Can you confirm that you managed to find a satisfactory resolution to your case?

Hello everyone,

Many thanks for helping Peter and Guru.

The case is solved.

Yours sincerely

Rio Grande 10

Thank you Riograndi10 for your confirmation.

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter