Lucky 31 Casino - Player’s bonus winnings have been voided.

I joined this casino and took advantage of the welcome bonus. I was playing and the games allowed me to bet whatever I chose. I played one game with a number of €6 bets. I finished playing on sat eve with a balance of 4470. When I logged in on Sunday my balance was zero and I received an email saying that I breached the term by placing bets using bonus funds greater than €5. My complaints are:

1. the terms of the bonus were not clear when I accepted the bonus
2. the games allowed me to select whatever bet I chose when playing with bonus funds (other sites that gave a bet limit on bonus funds limit as part of the game).
3. There is no way to know if you are playing with bonus or real funds

I have found the customer service really unhelpful. Despite a number of emails they just reiterate that I breached the terms and conditions and refuse to honour any of my winnings.

Dear Louise,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue.

I carefully checked the Bonus Terms on the website, and this is what I found https://www.lucky31.com/bonus-terms-and-conditions/:

„The maximum amount you are allowed to bet per spin when playing with a bonus is €5 / AU$7.5 / NZ$7.5 per bet (or equivalent in any other currency) until the wagering requirements of the bonus have been met."

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not standard practice yet. You were not stopped or blocked when you decided to increase your bet, and, as a result, you breached the maximum bet rule.

If you are aware of placing higher bets than the allowed ones, sadly, there is not much we can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed.

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 as unjustified.

I wish I could be of more help. Thank you in advance for your reply and understanding.

Best regards,

Petronela

Thanks for your reply. I was not aware that I was breaching a limit when placing those bets. The T&Cs were not made really clear when I accepted the bonus and there is no way to know when you’re playing with bonus or real funds.

We’ve rejected 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. We are here to help.