A player from France is facing a withdrawal issue for a payout due to an unwanted 5 euros bonus, which we canceled after playing a few rounds of roulette. The player later informed us that the casino paid him out, so we closed the complaint as resolved.
Lucky 31 Casino - Player's withdrawal was denied due to an unwanted bonus.
Amount: €1,040
Lucky 31 Casino
Safety Index:Above averageSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
9 months ago
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10 months ago
Translation
Good morning
I come to you because a withdrawal of 1040 euros has been refused by the financial department. I deposited 20 euros via my card. But without my asking, I was awarded a bonus of 5 euros. So I did a few rounds of roulette then I canceled this bonus which I did not want and which I never wanted. I am asked to confirm do you want to lose the bonus of 5 euros I confirm yes. And that I continue to play with my money for 2 days. I request a withdrawal of 1040 euros which I am categorically refused for bonus use that I did not respect x35 on the deposit and ×35 on the bonus of 5 euros. Except that I never wanted this bonus, it was imposed on me with my deposit of 20 euros without my being free to choose. For my part, what is the point of playing this bonus to win an unfortunate 5 euros.
So 1040 euros canceled for this imposed bonus. I tried through customer service to tell them that I hadn't asked for this bonus. In vain.
Automatic translation:
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10 months ago
Dear wawane,
Thank you very much for submitting your complaint. I’m sorry to hear about your issue. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please specify what type of bonus have you received? Do I understand correctly that it was added to your account automatically? When did you notice that a bonus was added to your account?
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
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10 months ago
Translation
Good morning
I basically wanted to play with a deposit of 20 euros without asking for a bonus. Moreover during my deposit no checkbox or not to validate a bonus. So for me I was playing with 20 euros. Without knowledge either of a promotional offer because nothing received. Customer service informed me that I was subscribed to its offers. The question must you click on a link to validate it or it is automatic. I realized my balance after a few rounds of roulette. This is where I asked to cancel my 5 euro bonus.
Automatic translation:
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10 months ago
Could you please provide me with your bonus history? Would it also be possible for you to send me your gaming history? My email is veronika.l@casino.guru. Alternatively, you may post it here.
Also, could you please specify how your balance is shown in your account? Do you see your real balance and your bonus balance separately, or are all your funds shown together?
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9 months ago
Translation
Hello, I am writing to inform you that the casino has reviewed its position and has been honest by transferring the winnings to my account. Happy ending. THANKS.
Automatic translation:
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9 months ago
Dear wawane, thank you for the update. Do I understand correctly that your issue has been resolved and the complaint may now be closed? Please let me know.
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9 months ago
Translation
yes the complaint can be closed. Everything is resolved.
Automatic translation:
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9 months ago
Dear wawane,
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,
Veronika
Casino.Guru
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