Lucky Luke Casino - Players was accused of breaching bonus T&Cs.

Casino changed bonus terms after I played and won. I finished playing Mystery Joker 600 on 16.12. Not so long after that (after I requested a withdrawal) casino confiscated money. They said that I played the game that was restricted for bonus. I checked the terms and it was indeed restricted. The thing is they blocked the game on 20.12 which can be clearly seen on the screenshot that I attached. (The date is on right upper corner, text marked green - new addition on that date). So casino changed the terms to confiscate the withdrawal but actually I played according to the rules 

Hello Ahmad.

We are very sorry to hear about your troubles. Casinos cannot change the rules retrospectively and punish you for that. Do you have your game history? We will contact the casino and try to find a solution for you. 

Hi! Did you check it?

Hello Ahmad.  

Yes, I have checked your game history and everything looks good. Our opinion is that the casino should pay your winnings.

We are now waiting on casino response. It may take some time. Please be patient.

Hello,

Sorry for the delay we were quite busy last days.
I m checking with our finance team what happened, it seems there was communication problem between departments.
As soon as I will get an answer I will come back to you.


Regards,

We would like to ask the Lucky Luke 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’.

Hello,

It seems that the finance team did their job properly because the game has always been banned with a bonus. We are currently checking if it was not visible at the time of playing and if so why.


Regards,

Dear Lucky Luke casino. The game was not restricted for me at the time I played. Even if it was restricted and this was not visible for me as a player it is not my fault. Hope for your understanding and cooperation. 

Hello Ahmad,

I do understand your point of view. So far we try to understand what happened. If the game was not visible for you at the moment we will do something for sure. 

If we've made a mistake we'll assume.


Regards,

We would like to ask the Lucky Luke 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’.

Hello,

Sorry for the delay. 
After further checking, we can confirm that the game was always considered as prohibited when having a bonus active.

Moreover, we have had a large group of players abusing our bonuses between December & January and you are sharing some common pattern with them so we had to be extra careful.

That being said, we do believe you when you say that the game was not restricted for your account when you played and won. We are willing to settle by giving you back 50% of your winnings based on the previous information.


Regards,

It seems to be a bit unfair to say: `''the game was always considered as prohibited when having a bonus active''. Considered by whom? You forgot to inform your players about it as it was not stated in T&C. Not sure what do you mean about "a large group of players abusing our bonuses" and "sharing some common pattern". I, personally, use bonus if casino tries to sell it to me. That is how you encourage people to deposit, right? 

Well, I appreciate your decision to pay me 50% not to continue this but I will not play in this casino anymore. 

Hello Ahmad.

The casino representatives contacted me and told me that you agreed with their proposition. (paying 50% of the winnings)

Do you consider this case to be closed? May I close the complaint?

Well, I haven't receive the money yet 

Then we will wait until you receive them.

I still haven't gotten anything and there is only my deposit on my casino balance 

I will keep the complaint open until Ahmad confirm that he received the money.

Ahmad, the casino contacted us and told me that you have already received the money. Could you please confirm it?

Dear Ahmad,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Because Ahmad didn't respond in the given time frame and casino informed us that Ahmad money was paid, I am closing this complaint as "resolved".

Ahmad can reopen this complaint anytime.