Lucky Crypto Casino - Player’s winnings have been reduced.

I was playing with a bonus and my balance was 8000+euro when i finished the wager they took 3330euro out of my account.they say system did it automaticly for the max cashout rule. But ive made a deposit of 264euro and. My max cashout at this casino when playing with bonus is 25X. So my max withdrawel should be 6600 so they should not have taken out 3330 out of my account. They say they passed it to management but i dont feel good about it.

What do i need to respond here? Was my text not clear?

Dear Domien,

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 (here):

"9.21. The maximum withdrawal amount allowed in case of winning with a deposit bonus or deposit with cashback is 20x (20 times) the amount of the deposit. The amount of the bonus or cashback offered is deducted from the winnings upon withdrawal."

"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 imposed win limit to be unfair and predatory, 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.

Could you please advise how much was your last active deposit and clarify which exact bonus you have activated and played? How much was the awarded bonus, please?

Thank you in advance for your reply and I hope we will be able to help you as soon as possible.

Best regards,

Petronela

Like ive said ive been told its 25X for my max cashout since im VIP. Mickael manager has told me this. Ive made a lot more deposits then 500euro so yeah the 5X doesnt count for me since ive made lot more then 500euro deposit. Last deposit was 264 euro and had a 300% bonus on it so ive got €793.14 bonus money.

Thank you, Domien, for the clarification.

If your last deposit was €264 and 300% (€792) was rewarded on top of that, your maximum cashout should be €5,808.

€264 x 25 = €6,600 - €792 (The amount of the bonus or cashback offered is deducted from the winnings upon withdrawal) = €5,808

Could you please advise how much was approved to cash out? Have you saved the relevant communication between you and your VIP account manager, Mickael? If yes, please forward it to petronela.k@casino.guru. Looking forward to hearing from you.

H ello it has always been 25X the amount never the deducted bonus amount. But even then its not correct atm since 4758.84 euro is what they left in my account. I shouldve saved the conversations of 25X cashout but ive asked my all my chat logs in live support. So hopefully ill receive them....i have not made a cashout with this balance yet since im waiting for this issue to be resolved. I had 8000+ when i finished the bonus so i defenitly should have a max cashout right now at that max cashout isnt 4758.84.... since ive made a deposit of 264 it should be way higher then that. In the picyures added you can see the 264 litecoin deposit and 793 bonus added. And the 4758 added back to my and removed the 3330euro account witch is to much...

Please forward the communication about 25x max cashout because according to promotional rules (with 20x maximum cashout) you would be entitled to €4,488 only.

€264 x 20 = €5,280 - €792 (The amount of the bonus or cashback offered is deducted from the winnings upon withdrawal) = €4,488

Looking forward to hearing from you.

I have send them an email to receive all my chat logs but until now i did not get them yet....

I asked but look this is the reaction i get when i ask for chat logs

"they dont have that option" im really done with all the stalling. Everyday they promide tommorrow it will be fixed and the next day it starts over again. Now they are checking my rounds.

So if they dont have chat logs i cant prove that i have Max cashout of 25X. I hate all the lies. Notging i can do i guess. Atleast i want to make sure i get my withdrawel tho because because its a bit bigger of a withdrawzl everything starts being shady.

So now i cant make a withdrawel untill its fixed it seems like. Waiting for management. This keeps going...

If we cant do anything about the max cashout. Do i need a new complaint to make sure you guys can help me actually getting the withdrawel?

I tried contacting the chat program support to see if its possible with this program to get the chat logs and they said its possible. So live support saying its not an option a a lie. When i confront them with it they close it all down... he doesnt want to help me anymore. I dont know what to do anymore since he said i cant make a withdrawel before its al been fixed with management. All really confusing. Do i need to open another ticket about my withdrawel?

Maybr its better to close this one since i cant prove the 25X max cadhout if i dont have chat logs and i make a new one to help for my withdrawel?

I maybe think that after all these messages things will only get worse and its gonna be even harder to get my withdrawel if they read them all 🤔 so maybe we should close this ticket and i make a new one?

Lets close this one and i make 1 for my withdrawel?

Absolutely no, we do not need to open a new case.

I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello, Domien,

I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Lucky Crypto Casino's representative to join this conversation and participate in the resolution of this complaint.

 

Dear Lucky Crypto Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? What are the specific Terms and Conditions for the bonus that the player used and where can I find them? Can you please confirm that we are talking about a VIP player?

Thank you in advance for providing the information.

Btw i made the withdrawel of the funds that where in my balance because its been more then 1 week im waiting on solutions. So i made withdrawel 4754 euro from my account. Its waiting on approval now. I hope they can approve it asap since im waiting for a week now to make a withdrawel with all the max cashout issues. If the casino admits that im actually a VIP player and have 25X max cashout i would like them to add money to my balance that was taken from my account and i will withdraw it later. Here a bit more proof that im a VIP player

Thank you for the update, Domien. However, the provided screenshot does not confirm that you are a VIP player at all. So, let's wait for the casino's response.

I had 25X max cashout for a while now. This VIP screenshot ive send you was gonna be extra on top of that. Like i said if i get all my chat logs from their website you will see that mickael told me i have 25X max cashout.but they dont wanne give me my chat logs

They threat this as a joke. Today support told me today is final discision day. But again i contact them in the evening and no update and nothing in my email. Proof of the live chats today. I dont think this is funny...

I have to say the positive things also. Mickael contacted me today saying he has good news for me soon.So im waiting on that.

Im still waiting on that good news that was promised to me 🤦‍♂️😢

Update i got true email

Hello Domien,

We just added money on your account regarding your withdrawal request.

The amount added is 532,76 euros in respect of the terms and conditions

for a maximum cashout with deposit x 20 times ( deposit was 264,38 euros

so 264,38 eurosx X 20 = 5287,76 euros)

We also want to inform you that managment is checking your request about

a maximum cashout of 25 times amount of the deposit.

Best regards

I now asked them how i can quickly fix my withdrawel since my current withdrawel of 4754 is still pending and i dont want to cancel it just to add the 532 extra on top because i will have to wait again long time to process my withdrawel. So i asked whats the best thing i can do.

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’.

Dear Domien,

I was in contact with a casino representative and this is the information I received:

• The system deducted a higher amount from your winnings than it should have been supposed to
• Therefore, the amount of €532,76 has been added to your account
• You were allegedly paid more funds than you were entitled to according to the casino's Terms and Conditions in the past
• The casino provided you with a gift and there is not any evidence supporting your claim that you should be entitled to a higher maximum cashout amount compared to the amount stated in a general rule for the maximum cashout
• Your pending withdrawal will be paid out within the standard process
• You can also request a withdrawal of the additionally credited €532,76

So, based on all available information, the disputed amount will be updated to €793 (the difference between the amount you request and the amount provided according to the casino rules).

Currently, I am waiting for the details of the estimated time frame for processing your pending withdrawal. However, in the meantime, allow me please ask you a few more questions.

Will you withdraw all your available funds? Should I wait until your funds are successfully paid out, or could I consider the issue resolved?

Hello,

Yeah thats the info that i got. The 25X max cashout can only be proven if they provide me with the chat logs but nothing i can do if they dont want to give them to me. I want to withdraw the remaining 532 also but its not allowing me at the moment since i still have that 4754 withdrawel pending... i have send thel an email about it but no reply... i have 500 of the 532 euro left in my account ( i played and lost 32 euro) and i would like to withdraw everything yeah. I would like to keep this open untill i get payed if thats okay? And let me know if you get any updates on estimate time frame for completing my current withdrawel please.

And how were you informed about becoming a VIP member? Did you receive an email or a notification, or was it only the information provided in the Live Chat conversation? How can you find out a VIP member status in the account? If it is possible, could you please provide me with a screenshot showing it?

It is a little bit strange that you have a screenshot where a Live Chat representative is informing you about becoming a VIP member in the future, but there is no screenshot with confirmation that you became it.

So, for now, I will keep the complaint open. I sincerely believe it should only be a matter of time before the first payment comes to you. No doubt, I will inform you once I receive the required information.

. I was a VIP member months ago on lucky crypto. I got informed true email back then i took a break from gambling there and i lost my VIP. Then i started playing again at lucky crypto and after a while i got the 25X max cashout. Something i also had few months ago. BUT dont get confused the screenshot i provided with info about my VIP status that wouldve been on top of that 25X max cashout. The 25X max cashout was something i already got from mickael true live chat. Like i said i cant prove it without the chat logs and im not making a problem about it anymore since i cant do anything about it. And no confirmation about that VIP status you know why? Because right after that message i got the big win. So yeah offcoarse they wont confirm that then. But like i said cant prove things so i stop about it.if you think im the one lying thats youre choice 👍

Alright, thank you for the clarification.

Dear Lucky Crypto Casino Team,

Does the casino archive its Live Chat conversations? If yes - how long? In case the casino cannot provide the Live Chat history to the player for some reason, could the casino provide it to Casino.Guru as an independent mediator?

As for the player's pending withdrawal, we would appreciate it if we know an approximate time frame for processing the payment.

Withdrawals (including – Refunds) shall be provided within 7 (seven) days time after completion of KYC and approval of Your Account this is what there terms and conditions say but if i follow that my withdrawel from 05/10/2022 shouldve been done today at latest...

Its been from 05/10/2022 that ive made the withdrawel. We are 17/10/2022. For a withdrawel come on.... My account and all where already verified ive made multible withdrawels already before. And still its taking almost 2 weeks now... not even mentioning ive waited 1 week to actually make the withdrawel with all the problems with the money taken from my account. Because support told me to wait...

Tommorrow its been 2 weeks since i made my withdrawel and im still here waiting on it... plus i was waiting 1 week with the problems of the money taken from account. So im waiting 3 weeks already really getting tired of this support is already saying more then a week you will receive youre withdrawel soon 🤦‍♂️

Okay my patience is over. Support threats my withdrawel as a joke! They are saying for over a week that ill receive my withdrawel soon and everyday they will contact finance but guess what? Next day the same conversation. Its been 2 weeks since my withdrawel actually 3 weeks if i count the 1 week waiting to actually make the withdrawel because of the casino took to much money out of my account!!. I want my withdrawel ASAP its been enough if this! Casino guru updates on my withdrawel? Did they answer to you guys?

Hello,

I received my first withdrawel. So we can close this case from my end. Its a shame it had to go this way with all the bumps and no communication. But alm good now. I trust them to also pay my next 530 withdrawel fast since this wa because of the money taken from my account. Luckycrypto thanks for finally paying me and please if there comes a next time dont take more then 2 weeks. I love playing at youre site with the good bonusses i get but more then 2 weeks for withdrawels just sucks. Thanks casino guru for helping me out

Hello, Domien,

I am sorry for the delayed reply. Great to hear the good news!

Yes, I was in contact with a casino representative outside of this open thread.

I was also provided with the information that your first withdrawal should be completed - thank you for your confirmation. However, I received more information and data, and I would like to ask you a few more questions because I see the second withdrawal of your remaining balance is likely still pending.

The casino representative provided me with an example of an informative email from the casino informing a player about the update of the casino account status to a VIP member.

Have you been provided with such an email, please? If yes, could you please check all inbox folders for the email that you used for registration in the casino and send me a screenshot of this email?

It is possible to send it directly here, with your response, or via email (branislav.b@casino.guru). In case you have not received such an email, I am afraid you are not entitled to the rest of the confiscated amount according to the 25x maximum cashout.

As for the second and pending withdrawal - should I keep the complaint open until the withdrawal is completely processed and you receive it, or can I consider the issue resolved, please?

I have send you an email with a picture that might be interesting.ive sen you email with picture but i also sended you the email i got from mickael so you can check that. I dont have more prove then this. Atleast here you can clearly see im VIP. And im not lying about it... And yeah im now waiting on my next 530 withdrawel to be completed. The email they talked about i received that one but long time ago and i can only retreive my deleted emails like 3 month back. So cant show you that email. But in the email you send me its clear im a VIP player. Thats all i can give you.

Hello, Domien,

As was several times told, the provided screenshots/photos do not confirm that you were a VIP player, and I explained it to you again via email a while ago. If you are not able to provide us with the email with a confirmation of your VIP status, we should talk about the whole issue like you are a regular player in Lucky Crypto Casino.

So there are only a few unanswered questions left.

As for the second and pending withdrawal - should I keep the complaint open until the withdrawal is completely processed and you receive it, or can I consider the issue resolved, please?

Or, are you still insisting that the casino should return some of the confiscated winnings to you?

Ive answered to you with email. Please read that. I suppose lucky crypto will pay me my remaining 530 withdrawel soon. I guess you can close this topic. Cant understand how that email isnt any proof while it clearly says i will get my VIP weekly. Thats a cashbacks for VIP. How can i get that when im not VIP. But whatever. I hate these kinda of lies!

Believe what you want. You can close this case. Karma always finds its way. But dont you ever call me a liar ever again!

Could you please show me a post or a part of an email where you were called a liar?

I believe the evidence. But, the provided evidence is not enough to sufficiently review the issue regarding a VIP status, especially if the casino claims something different. I will not repeat myself again. All was said and explained several times.

The casino was able to credit a part of the confiscated amount to your account, and you are allowed to withdraw them.

So, for the last time, I am asking you the same questions.

"As for the second and pending withdrawal - should I keep the complaint open until the withdrawal is completely processed and you receive it, or can I consider the issue resolved, please?

Or, are you still insisting that the casino should return some of the confiscated winnings to you?"

We are looking forward to hearing from you.

As i said multible times just close it!

Alright, Domien, thank you for your confirmation. However, in this case, I cannot close it as resolved.

Unfortunately, after gathering all the provided information and data, and due to the fact that you were not able to answer my questions after multiple attempts, we are forced to reject this complaint.

If you are not satisfied with the result of this complaint, I recommend you contact the gaming authority that regulates casino activity regarding the remaining part of the confiscated winnings.

In case of any questions, feel free to contact me at branislav.b@casino.guru.

Best regards,

Branislav, Casino.Guru