Lucky Creek Casino - Player’s bonus winnings have been reduced.

I was scheduled to withdraw $9,000 wire transfered and $3,817.60 in bitcoin. I haven't received anything as of yet. When i contacted support i was told that i am only getting 1,000 because that is the limit when there is a bonus involved. I am disputing this because i did reach the $36,000 in playthrough required and the bonus amount was transferred to my casino account in withdrawable cash.

Dear Steven,

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

I have checked the general bonus terms and conditions, and this is what I found:

"8. BONUS TERMS & CONDITIONS - GENERAL

...

8.4.1.4 Where a Discretionary/ Free bonus is awarded (excluding Deposit Match Bonuses) by the Casino Support Staff, the bonus rewarded will have a maximum withdrawal rule of $100 imposed as stated in Section 10 and the remaining balance will be voided. Deposit Match Bonuses of less than or equal to 100% do not have a maximum withdrawal restriction. Deposit Match Bonuses greater than 100% carry a $1000 maximum withdrawal and need to be wagered through 60x. The remaining balance will be voided."

I would like to emphasize, that according to our Fair Gambling Codex, we consider imposed win limit to be unfair and predator, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.

Please understand that it is nothing unusual to have a maximum cash out applied to any promotional winnings and to remove the bonus amount at the time of the withdrawal.

Could you please confirm that you have received a bonus greater than 100%?

Looking forward to hearing from you.

Best regards,

Petronela

Yes I did receive a bonus greater than 100x. However, i achived the 39,000 playthrough that they required. I really feel that this is unfair because i spent alot of my own money on this casino as well. I truly thought that I was getting $13,000 so I made more deposits and played more.

I appreciate that you took the time to look into this for me, if there is anything else I can do please me know. This is super unfair and I will probably stay away from all online gambling from now on.

Best,

Steven

I am in the process of screenshotting all my playback activity, there is close to 3,000 pages but it will prove that I achieved the 60x playthrough. Please let me know how I can get this proof to you. Maybe a Dropbox link?

It is not necessary to prove that you have completed the required bonus wagering. Your winnings have been capped based on bonus rules and I'm afraid there is not much we can do for you.

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.

OK I see. I misunderstood.

I also want to note that I haven't received the 1,000 as of yet. It's been a little over a week.

I fully understand your frustration, Steven. However, I will set the timer for additional 6 days allowing to casino two full weeks to process the payment and if there’s no development by Monday, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Hello Steven,

Have there been any developments since our last conversation?

Dear Steven,

Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it. Looking forward to hearing from you.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.