Lucky Crypto Casino - The player's winnings were voided.

THE LUCKY CRYPTO CASINO IS VERRY VERRY BAD CASINO ONLINE NUMBER 1 IN THE WORLD,ON LAST 2 DAYS/ 20 JULY 2022 AFTER MY KYC ALREADY APPROVED FROM THIS CASINO,I DO DEPOSIT 1028,23 ZAR BUT BEFORE PLAY I ASK TO THE CUSTOMER SUPPORT FOR VPN AND THAN THE CUSTOMER SUPPORT TELL ME IF ALLOWED USING VPN FOR PLAY,AFTER THAT I WIN 2580 ZAR AND THAN I DO WITHDRAWAL,AND THAN AFTER THAT I GOT IT EMAIL FROM FINANCE LUCKY CRYPTO IF I ALREADY DO ILEGAL BET THAT IS I DO BETTING MORE THAN 30% OF MY DEPOSIT BUT AFTER THE FINANCE LUCKY CRYPTOSEND IT EMAIL LIKE THAT,I CHECK IT AT MY TRANSACTION HISTORY LUCKY CRYPTO CASINO ALREADY REVERSE BACK 688 ZAR TO MY ACCOUNT IN LUCKY CRYPTO CASINO AND I ALSO CHECK IT FOR THE ANOTHER RECEIPT AND THAN I WAS SURPRISED BECAUSE IN THE ANOTHER RECEIPT FOR 1892 ZAR LUCKY CRYPTO CASINO WRITE DOWN THE TRANSACTION APPROVED AND THAN WHEN I ASKING WITH SUPPORT AGENT FOR THIS LUCKY CRYPTO CASINO AGENT THEY TOLD ME IF THIS MONEY DEDUCATED,AND I EXPLAIN TO THE CUSTOMER AGENT IF THIS THE FINANCE CANNOT WRITE DOWN LIKE THIS BECAUSE THIS IS DIFFERENT SO IS THE MEAN FROM THIS WORD IF THIS LUCKY CRYPTO CASINO ALREADY PAY ME 1892 Zar BUT I DIDNT GOT IT THIS MONEY AND I DO WITHDRAWAL USING CRYPTOPAID TO MY BITCOIN CASH FROM TRUST WALLET AND SHOULD BE HAVE TRANSACTION HASH ID IN THAT RECEIPT,AND THAN FOR THE CUSTOMER AGENT CANNOT ANSWER MY QUESTION AND THAN 1 OF THE CUSTOMER SERVICE TELL ME IF IT FULL REFUND FOR DEPOSIT MONEY BUT FOR THE FINALLY I DIDNT GOT IT ANY REFUND MONEY FROM LUCKY CRYPTO CASINO.THE FIST TIME IN MY LIFE I GOT IT THIS PROBLEM THAT IS I CANNOT BET MORE THAN 30% OF MY DEPOSIT AND I DIDNT GOT IT ANY REFUND MONEY FROM THIS LUCKY CRYPTO CASINO.AND IF DO BET MORE THAN 30% FROM MY DEPOSIT IS ILEGAL FROM LUCKY CRYPTO CASINO.I WAS RECOMENDED FOR ALL THE PEOPLE IN THE WORLD DONT EVER PLAY IN THIS WEBSITE BECAUSE THIS WEBSITE IS THE SCAMMER 

Hello micksantoso,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Lucky Crypto Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello micksantoso,

Thank you for all the information. We highly disagree with such a rule which would limit your maximum bet without using any bonuses. I would like to ask you to do not use any harsh language against the casino in the future. I will now forward your complaint to my colleague Adam who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello micksantoso,

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 specify the exact rule regarding the maximum bet which has been broken? The player stated they have not used a bonus, and I have looked at the terms and conditions and could only find this rule, listed under the heading "Bonuses":

"9.8. Player is not allowed to make bets equal to or greater than 30% of the value of the deposit ( or Bonus, Cash, VIP points, Free Spins). The casino reserves the right to void all winnings and play should this term be disregarded."

Kind regards,

Adam

 

SO WHAT IS YOUR MEANS? LUCKY CRYPTO CASINO IS THE SCAMMER CASINO AND FOR EVERY PLAYER CANNOT BET MORE THAN 30% OF THE DEPOSIT MONEY?

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’.

YES BUT IM NOT ACCEPTED FOR THE RULLES WHY PLAYER CANNOT BET MORE THAN 30% FROM DEPOSIT MONEY?

Hello micksantoso,

The aforementioned rule

"9.8. Player is not allowed to make bets equal to or greater than 30% of the value of the deposit ( or Bonus, Cash, VIP points, Free Spins). The casino reserves the right to void all winnings and play should this term be disregarded."

seems to relate only to bonuses according to the casino terms and conditions. While we consider this rule acceptable in relation to playing with a bonus, we consider it unfair if applied to general play and used as a reason to confiscate winnings accumulated without using a bonus.

We are still awaiting a response from the casino.

Kind regards,

Adam

I NEVER CLAIM AND GOT IT BONUS FROM LUCKY CRYPTO CASINO AND THAN IF FOR EXAMPLE LUCKY CRYPTO CASINO DEDUCTED MY WINNING MONEY BUT WHY IN THIS RECEIPT THEY WRITE DOWN TRANSACTION APPROVED👉👉👉

and never got it this money and than lucky crypto promise with me for full refund my deposit money👉👉👉 and i just got it refund from my deposit👉👉👉 688zar,I NEVER HAVE PROBLEM LIKE THIS CANNOT BET MORE THAN 30% of DEPOSIT AND THAN THEY JUST REFUND MY MONEY 688 ZAR

Dear micksantoso,

As mentioned, we consider the use of this rule with regard to winnings accumulated without using a bonus to be very unfair. In accordance with our views on fair gambling, we believe that you should be paid your winnings.

I made contact with the casino via Skype, and they told me repeatedly that they were looking into the matter.

However, as no further response has been received we will now close this complaint as 'unresolved'.

I’m afraid there is not much that can be done without cooperation from their side.

I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email.

In the meantime, I recommend you to contact the Curacao Antillephone Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. It's not the best licensing authority but it has more options and tools to help players. Let me know how they replied (adam.m@casino.guru).

I wish I could be of more help.

Kind regards

Adam

This complaint has been reopened at the request of the casino.

Dear micksantoso,

The casino has contacted me stating that the aforementioned maximum bet rule was broken without the use of a bonus and that they wish to refund your deposit.

However, as mentioned, we firmly believe that the use of this rule for play that is not related to a bonus is unfair and that the casino should pay your winnings.

I would like to invite the casino to respond, and I would also like to ask if they will reconsider their decision regarding this case.

Kind regards,

Adam

Dear micksantoso,

The casino has responded to say that after reviewing the situation, they are willing to make an exception in this case and that your winnings will be returned to you. Could I ask you please to confirm when this happens and also if you have received the deposit back as the casino originally stated?

Kind regards,

Adam

Dear micksantoso,

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.

Dear micksantoso,

As there has been no further response from you the complaint will now be rejected as previously mentioned. It can be reopened at any time.

Kind regards,

Adam