The player from Austria has been accused of breaching bonus terms by placing single bets greater than the allowed ones. After a closer examination, we rejected this complaint as unjustified.
Lucky Days Casino - Player’s bonus winnings have been voided.
Amount: €4,300
Lucky Days Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Ladies and gentlemen.
Unfortunately, I had to realize today that I was happy with my prize too early.
Brief description: Deposited €100 and received a 100 bonus. After betting €2.50 with €90.50, I received the first good win. After that I played with a stake of €5 until I had a higher profit again. After I had already won €2000, I continued to play with a stake of €6.
At the end of the day I had requested a withdrawal of €4100. 2 days later I got the email below. Since I didn't agree with the email, I complained to the support email. My account was immediately closed for good.
I also deposited and played €200 yesterday without a bonus. After 2 hours I neither lost nor won and also applied for this amount of 200€. Now this amount has not been paid out either because the account is closed.
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We refused your withdrawal and confiscated the €4000 EUR winnings because you breached our bonus terms and conditions by playing your bonus and winnings above the maximum allowed bet of 5 EUR while the welcome bonus was still 1 pending.
Our Terms and Conditions on our website https://luckydays.com/row/terms-and-conditions states:
15.3 The maximum bet when a bonus is pending or actively wagering is €/$5 or currency equivalent. You can lose your winnings if you don't follow this rule.
This could also be identified as advertising abuse.
Misuse of the promotion means:
10.4.1 place maximum bets allowed on high variance games to increase account balance.
10.4.2 to lower the stakes and switch to a low variance game after a big win.
10.4.3 if the customer bonus ratio (deposits / bonuses) is more than 50%.
10.4.4 any other action that may damage the Casino.
As a gesture of goodwill, we have credited your deposit amount of €300 to your casino account.
Should you opt for future bonuses or free spins promotions, please make sure you play within the maximum bet limit of 5 EUR until the wagering requirements are met. Otherwise you can lose your winnings.
This decision is final and will not be reviewed further.
Best regards,
ian
Lucky Days Payments Team
Automatic translation:
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2 years ago
Dear Dietmar,
Thank you very much for submitting your complaint. I’m sorry to hear about the issue and understand your frustration. I carefully checked the Bonus Terms on the website, and I found the rule which restricts the maximum bet while completing bonus wagering to €5, just like mentioned in your first comment.
We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not standard practice yet. From your forwarded game history we understand that you were not stopped or blocked when you decided to increase your bet, and, as a result, you breached the maximum bet rule.
Sadly, there is not much I can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed.
Please do not hesitate to contact me if there is anything else, I could do for you in this matter. Thank you for your understanding.
Best regards,
Petronela
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2 years ago
Dear Dietmar,
We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.
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2 years ago
I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.
