Lucky Crypto Casino - Player's winnings have been capped.

I requested a payment of $1500 on 16/8 and now (28/8 ) they email me and say:

The gains were generated on a 24,87 AUD deposit and the amount of 124,35 AUD is eligible for withdrawal.

For your information:

If the total accumulated deposit amount of as player is below 500.00€ at the time of the deposit, the withdrawal limit is 5x the deposit amount.

This limit is also valid when additional deposits were made following the withdrawal request, which were deemed by the Casino to have been made solely in order to exceed the 500.00€ total accumulated deposit amount.

I have saved their terms and conditions as there is no mention of this anywhere I can see. I can not upload the .html file though, but unless they change it in the meantime you can see here it makes no mention of 5x, 500 or anything else:

https://luckycrypto.com/en/contacts/terms-and-conditions

Dear SGDEVIL88,

Thank you very much for submitting your complaint. I'm really sorry to hear about your issue with Lucky Crypto Casino. I have checked the casino's Terms and Conditions, and this is what I found:

9. BONUSES

9.30. The maximum withdrawal amount allowed in case of winning with a deposit is 5x (5 times) the amount of the deposit if the player deposit less than 500 EUR total in the casino. The amount of the bonus or cashback offered is deducted upon withdrawal.

I would like to emphasize that according to our Fair Gambling Codex, we consider the maximum win limit based on the deposited amount unfair and predatory towards players. It doesn't make sense to limit the amount that players can withdraw if they aren't playing with a bonus. We accept only bonus terms and conditions that restrict the maximum cash out from a bonus play.

Could you please advise if you accumulated your winnings with or without an active bonus?

Have you made any successful withdrawals from this casino in the past?

Could you please confirm that you have passed the KYC verification?

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

Hi Veronika, thank you for your response.

I would like to inform you that this term was added to their site after I have made the complaint last night, I thought they might do that so I downloaded their terms and conditions when I made this complaint but could not upload it (because it's a .html file maybe?) I also have screenshots of the terms before and after.

Additionally, as you mentioned this is under the section "BONUSES" - No I was not using a bonus on that particular deposit.

They have paid me the $125, I have passed KYC.

Thank you again.

Please send me the screenshots as well as the downloaded Terms to veronika.l@casino.guru. Thank you.

I have sent those now, Thank you

Thank you very much, SGDEVIL88, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello SGDEVIL88,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

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.

Hello SGDEVIL88,

I have received information from the casino stating that since you did not use the bonus funds for playing, the casino has removed the condition regarding the maximum cashout. As a result, you are now able to withdraw your winnings in full.

Dear SGDEVIL88,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Based on the information provided by the casino, we assume that this complaint has been resolved.

Unfortunately, SGDEVIL88 did not confirm this, but he has the option to reopen the complaint at any time.

We’ve reopened this complaint at the request of SGDEVIL88. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Although they admitted they had made the error and would pay me, over 3 weeks later they still have not paid. When I contacted them, they again made the same erroneous statements and seem to have absolutely no idea what they are doing.

Here is my chat log:

Sandra 10:19 AM

When will my withdrawal be paid?

Julian 10:20 AM

5 6 dayes

days

Sandra 10:20 AM

It has already been 20 days

?

Sandra 10:26 AM

Hello:?

What the heck's going on there?

Julian 10:32 AM

its gonna take 5 6 mor days

more*

Sandra 10:32 AM

Your own terms say 3 days. Why are you now telling me it will take a month???

I am opening a complaint, I figured I'd give you guys another chance after the last time you tried to cheat me out of my payment but it's obvious you're just a bunch of scammers.

Julian 10:37 AM

cause its welcome bonus , take more times Sndra

Sandra 10:38 AM

It was not a welcome bonus at all, what are you talking about.

Julian 10:39 AM

just a sec plese

please *

i see from 3 euros bonus

Sandra 10:40 AM

What on earth are you talking about

Julian 10:44 AM

the winnings you made come from a welcome bonus of 3 euros

Sandra 10:45 AM

They most certainly did not.

Sandra 10:51 AM

You yourself admitted that here: https://casino.guru/lucky-crypto-casino-player-s-winnings-have-been-capped

I am reopening the case with casino guru. You can answer through there.

Julian 10:54 AM

I just told you that your winnings from a free bonus

Sandra 10:55 AM

I just showed you that you have already admitted that was not the case.

"I have received information from the casino stating that since you did not use the bonus funds for playing, the casino has removed the condition regarding the maximum cashout. As a result, you are now able to withdraw your winnings in full."

Julian 10:56 AM

yes this is the rule of the free bonus, there is a limit and it is written in the terms and conditions

Sandra 10:57 AM

You are not listening. You admitted 3 weeks ago that the winnings were NOT from a bonus, you can see that yourself in the above link, you said you would pay the amount owing.

You initially said that it was from a bonus, I said it was not, I took it to arbitration and you then admitted I was correct.

Julian 10:58 AM

This is not currently the case, you have not yet deposited with us

Sandra 10:58 AM

What???

I can see in my account history many deposits, also here they are on the blockchain: https://blockchair.com/litecoin/address/MJcPDVB271Na3PYVdkbdRi6anPZzgV1cS5

Julian 10:58 AM

ok moment please

Sandra 10:59 AM

Good lord...

Julian 10:59 AM

iam sorry i didnt see the Crypto deposit that why

sorry

Sandra 10:59 AM

You need to improve your systems if that's the case. It should not be possible for you to make such an error.

Julian 11:00 AM

I will make sure that it is done as quickly as possible Sandra

Sandra 11:00 AM

It's taken me months of arguing and going to arbitration, I feel sorry for all the players you have unjustly confiscated their funds.

Digraceful. You have 24 hours.

Read

I can confirm that now they have finally paid the remainder, it took two months and I think it is very concerning I had so much trouble with them. I certainly won't be using them again and would never recommend them. If they are wrongly confiscating my funds, they will be doing it to others too, others who don't know about this great service of yours of which I am sure was the only thing that convinced them to pay in the end.

Thank you Casino Guru.

No thank you Luckycrypto.

Thank you for confirming. I acknowledge your emotions, but at least we were able to resolve the situation. We appreciate your cooperation, SGDEVIL88, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Matej

Casino.Guru