Lucky Crypto Casino - Player's winnings were confiscated.

So I requested withdrawal of 670 euro, 10 days they were telling me that it will be done soon,today,tommorow etc.After 10 days I thing I annoyed them with my questions and they decided to cancel my withdrawal with fake reason that I made bet that is more than 20% of my bet.I didn't use bonus it was raw deposit.In T&C there is chapter 9.BONUS and 9.8That I can't make bet bigger than 20% but it's for bonus.In General Limitations there is no such condition but they are trying to lie to me.Even the lady in live chat told me that there is no reason for the cancel and I have photo of the answer after couple of minutes she changed her mind and start repeating the lies of the other guy.I have photos of everything even the chapters of the T&C.Ithink they didn't have money for my withdrawal coz after that I read that they don't pay other players and even affiliates.I think that casino like this should not exist.Thank you in advance.

Dear iwandanov,

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

Please allow me to ask you a few questions so I better understand the situation.

Could you please advise if you have access to your bonus history? Would you be able to forward me proof no bonus was active? Please forward the proof to my email address tomas@casino.guru, alternatively post it here.

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

Best regards,

Tomas

Yes i have i have send you email.

Thanks for your emails. Unfortunately from the screenshots provided I can't draw any conclusions about the bonus not being active anymore at the time you made a bet breaching a max bet rule, since I don't know when the bet supposedly took place.

Our position regarding the maximum bet rule is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets:

The max bet rule is, in fact, an industry-standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

Since you feel like you have been accused mistakenly, we would need some additional information.

Do you have access to your betting history, or request it from support for the time period where you supposedly breached the maximum bet rule? I'll look forward to your reply.

I am not sure but I had the same problem with other casino and they apologized and gave me the money because the moment that the previous deposit gets to 0.00 the bonus should be canceled.Its not my mistake if the bonus is still active.So if they are correct if I make a depo with bonus I can wager and be with the bonus for the next 100000 deposits.I made a depo without a bonus and the money from the previous bonus depo were 0.

That's why I specified several times that I played the depo with the bonus up to 0.00 because that's how I cancel the bonus in every casino.Thats why I made these bets.

It is not my fault that their website or system didn't work properly in this case.

I want to know why the bonus was active?Who is responsible for that?They can use this everyday if the bonus isn't canceled and voalla you void the terms.Its not the first time I have this problem in this casino its normal tricks from their side.

If you ask me no the moment the bet was made the bonus was not active it should have been canceled the moment I hit 0.00 from the previous deposit.I have made a raw deposit without active bonus.

LUCKY CRYPTO IS SO BROKE THAT THEY ARE BETTING THEIR REPUTATION OVER 670 EURO.If somebody think to play there this is for you,think before you do it.

Thanks for your comments, iwandanov.

I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello iwandanov,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Lucky Crypto Casino to join the conversation and participate in the resolution of this complaint.

Dear Lucky Crypto Casino,

Can you please provide further information regarding the breach of the max bet rule? Would you be so kind as to provide the player's betting history to my email, adam.m@casino.guru?

Kind regards,

Adam

Dear iwandanov,

There has been no response from the casino, I will contact them once more.

We would like to ask Lucky Crypto Casino to respond to this complaint. I will extend the timer for 7 days. If there is no response within the specified timeframe, the complaint will be closed as 'unresolved' and have a negative effect on the rating of the casino.

Kind regards,

Adam

Dear iwandanov,

I have spoken to the casino via Skype and they have informed me that on this occasion they will pay the disputed amount to you but your account will be closed permanently afterward.

Can you please advise if this is an acceptable outcome to you?

Kind regards,

Adam

Yes, thank you.

Thank you iwandanov,

Please let us know when you have received the payment and we will close the complaint as 'resolved'.

Kind regards,

Adam

Dear iwandanov,

The casino has requested that you log in to your account and request a withdrawal of the balance so that it may be paid to you as mentioned.

Please let us know when you have done so.

Kind regards,

Adam

Just ordered the withdrawal.

Hello iwandanov,

Thank you for the information, please let us know when payment has been received.

Kind regards,

Adam

Hello iwandanov,

Can I ask you for an update, please? Has the payment now been received?

Kind regards,

Adam

No I am still waiting for it.

Dear iwandanov,

Please provide an update on the situation regarding your withdrawal. If you are still yet to receive payment I will contact the casino again.

Kind regards,

Adam

No payment yet.Thank you.

Dear Lucky Crypto Casino,

Please respond with an update regarding the player's payment.

Kind regards,

Adam

Hello,thank you very much for the help to resolve my case.Just recieved the money.

Dear iwandanov,

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,

Adam