Lucky Legends Casino - Player unable to claim promised bonus.

Good day,

I received an email from Lucky Legend Casino on the 1 February 2024 inviting me to use a $200 free chip on their casino site. In the past i have been refused bonus after i have played and wagered the amount requested. I decided to put the deposit in first to ensure that i would not break any of their rules. Today i Deposited $30 and played and did not win any money to withdraw. I then proceeded to the email and clicked on the promotion and was taken to the site. I received this message when i tried to claim the bonus: WE ARE SORRY,

The coupon code "HOUSE200" was declined

Reason: Maximum uses per player exceeded.

I have contacted their online agent and was informed that i had claimed this promotion already on 10/08/2023. I have a few questions regarding this: Why send me a promotion that i have already used? I am registered with multiple online casinos. I cannot remember which bonus i have used and when. If i have used a bonus or a promotion why send the same bonus / promotion to me months later. I have laid 2 complaints with other casino's and lost those complaints and was not happy. Now when i follow the instructions to the letter i still loose. If they had not sent me this email, i would have used my $30 on another site with the same promotion.

Please can you address this with the casino, i would like to receive the bonus that was sent to me on the 01 February 2024. If they cannot do this, then they must refund my $30 into my wallet.

This is underhanded from a casino to do something like this.

Regards,

Stephen F***

084****807

Dear Stephen13433,

Thank you for submitting your complaint. I'm sorry to hear about the challenges you're facing.

Please understand that we cannot penalize the casino for revoking your bonus privileges. Casinos, as a general practice, reserve the right to restrict or close player accounts if they suspect irregular play, engage in questionable activities, or for no specified reason.

It's important to note that casinos are not obligated to provide bonuses, and the privilege of receiving them can be limited or withdrawn at any time without notice. While it would be ideal to inform players of new restrictions, unfortunately, it is not a standard practice.

Feel free to provide any additional information I may have overlooked. However, if not, I regret to inform you that I may have to reject your complaint as unjustified. I appreciate your understanding and look forward to your reply.

Best regards,

Petronela

Hi Petronela,

Thank you for your response .

These are my thoughts on this matter;

If you received a discount coupon in the mail for a clothing shop and you used it 6 months ago and the same clothing company sends too the same coupon 6 months later but you have not been made aware that it is the same coupon, you go to the store and take the items that you want and when you pay and expect the discount, the teller tells you that the coupon is not vallered as it was used the previous year. How would you feel, was that professional business practice or unfair advertising to get you to come to the store to purchase clothing items? You spend money on petrol and the time taken to go to the said store and the time taken to pick out the items you want as well. The cost to you and the personal time lost all for nothing, will the store recoup that cost? They would not because they do not duplicate things like that and if there is a 1% chance of that happening, they will assist the customer in some way.

I understand that these bonuses can be cancelled at anytime, this bonus was not cancelled but duplicated and emailed to me. If you still feel that this complaint has no merit, then i will accept you findings.

Regards,

Stephen F***

084****807

Hi Stephen13433,

I completely agree that the current situation is far from ideal, and promotional offers should be exclusively sent to eligible players. However, casinos still distribute promo codes in bundles, and sometimes third parties send these emails without regard to whether players are eligible to use them or not; they simply send them to everyone.

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.