The player from Germany submitted a withdrawal request less than two weeks before contacting us. Their winnings had not been obtained up to that day. The player's withdrawal was cancelled, and their balance was set to zero due to violating the casino's maximum bet rule by purchasing in-game features. Despite providing game history, it was confirmed that the player breached the bonus terms. Therefore, the complaint was rejected, and the player was advised to read the bonus terms thoroughly in the future.
Lucky Hunter Casino - Withdrawal of player's winnings has been delayed.
Amount: €1,489
Lucky Hunter Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
5 months ago
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5 months ago
Translation
I deposited roughly €1300 into the casino yesterday and received a few bonuses.
With the bonus, I won nearly €1700. The bonus terms state that the stake limit is €5. However, I only made bonus buys of €0.40 and €0.60 for €40 and €60 respectively, thereby not exceeding the stake limit. The casino has cancelled my withdrawal and frozen my money, alleging that I exceeded the maximum bet limit of €5.
Automatic translation:
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5 months ago
Dear Gambler82,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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5 months ago
Translation
Hello Kristina, my withdrawal has already been cancelled by the casino and my balance has been set to 0. Here is a screenshot of the bonus conditions.
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5 months ago
Thank you for your reply, Gambler82. Our position regarding this matter is closely explained in Fair Gambling Codex:
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.
However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is kristina.s@casino.guru.
If there is any other relevant communication between you and the casino, please send it as well.
Thank you in advance for your reply.
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5 months ago
Dear Gambler82,
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.
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5 months ago
Translation
Hello Kristina,
I have just forwarded you an email with the game history of my bonus. In it you can see that I made some bonus buys in Sugar Rush 1000 for €40 each. However, this corresponds to a bet of €0.40 and does not exceed the €5 specified by the casino
Thanks for your help
Automatic translation:
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5 months ago
Please note that by purchasing in-game features you indeed breached the maximum allowed bet rule:
The maximum bet while wagering is 5 EUR/USD, 50 NOK, 7.5 CAD/AUD/NZD. The max. bet limit (5 EUR) includes bets doubling after a game round has been completed and bonus rounds (purchased within the game).
Unfortunately, I am afraid that we are not able to assist you further in this matter. I can only recommend that you always read the bonus T&Cs thoroughly before activating any bonus.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
