The player from Germany activated a 100% deposit bonus with a previously standard 7-day wager limit, but found it unexpectedly reduced to 24 hours. Despite nearing completion of the wager, the player feels unfairly treated and received no assistance from customer support regarding the sudden change in terms.
LetsLucky Casino - Player is facing unfair bonus wagering conditions.
Amount: €245
LetsLucky Casino
Safety Index:Below averageSafety Index
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5.3
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Case opened
Current status
Waiting for Casino Guru to reply
2d 18h 2m 37s
Case summary
9 hours ago
Public
Public
5 days ago
I activated a 100% deposit bonus with 40x wager yesterday.
On all bonus I activated in this casino the timelimit to complete the wager were 7 days.
On this specific bonus the timelimit was suddenly reduced to 24h.
I had no idea, maybe my fault not to pay attention, but I feel
treated unfair. Because the wager was nearly done, and I took a break
yesterday evening to start fresh this morning.
I took like 100x wager bonuses in this casino and never had just 24h
to wager. The chat denied any help and consists on this 24h rule.
Public
Public
4 days ago
Dear LittleFu,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.
Could you please send me the exact link or a screenshot showing the bonus you activated and played with? Did you find this bonus on the casino website, or was it offered to you via email? If you received the promotional offer via email, please forward it to me at veronika.f@casino.guru.
Also, kindly forward me the screenshots or a chat transcript of your conversation with customer support regarding the validity of this bonus.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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4 days ago
Translation
Thank you.
Here are a few screenshots of the bonus as well as the terms and conditions for the bonus.
It is clearly stated here that you have 7 days to complete the wager.
I also have the chat history of my complaint. Attaching files is just not working.
I'll try to submit this in a different browser.
Automatic translation:
Casino Guru is examining the case
