Lucky Ones Casino - Player's winnings are confiscated due to bonus cap.

I recently won approximately $90,000 and expected I could withdraw these funds as I had completed the play through requirement.

Over three days I played only to find out that because an initial win was won with bonus funds where am I balance dropped to about $115 of the $125 bonus.

Unfortunately, lucky ones casino cited the $5000 bonus cap and remove the winnings from my account. 

It was confirmed by Lucky ones Staff on the chat that bonus funds once played through became real money hence why I was confused that the cap superseded the play through requirement.

It was also strange that at no point in time was this flagged and only became an issue at the withdrawal time.

Dear Acemate,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Bonus T&Cs and I found this:

Unless specified otherwise in the individual Promotion Terms and Conditions, any bonus winnings ***from any deposit bonus offer*** will be capped to a maximum of 5000 USD/EUR/CAD/AUD/NZD/CHF/USDT/USDC, 50000 NOK, 100000 ZAR. Other cryptocurrencies maximums will be based on the current exchange rate to EUR at the time of cashout processing. Any winnings over this amount may be forfeited (inclusive of any amount generated through subsequent play with the redeemed bonus winnings).

Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• How much money did you have in your casino account after completing the wagering requirements?
• Was the whole balance transferred to the real money balance in your casino account?

Thank you very much in advance for your reply.

Best regards,

Kristina

Hello, yes the whole balance was transferred to the real money account and subsequently removed without notice.

I am not sure re the wagering requirement total. Emailed.

Dear Acemate,

Thank you for reaching out to us.

As outlined in our email correspondence sent over a week ago, we provided the following details regarding your usage of a $125 bonus on a deposit and the subsequent winnings:

1. Balance Depletion During Bonus Play:

While wagering with the bonus, your balance dropped to a level where, without the added bonus funds, it would have been depleted within the first 60 bets.

2. Exceeding Maximum Bet Limits:

You placed multiple bets exceeding 8 AUD while the wagering requirements were active, which is clearly prohibited as per our bonus terms and conditions.

3. Maximum Winnings Cap:

As stated in our bonus terms, winnings exceeding 5000 AUD (including any amounts generated through subsequent play with redeemed bonus winnings) are subject to forfeiture. The balance voided originated entirely from winnings accrued with the original bonus funds.

Despite these breaches, and as a gesture of goodwill in recognition of your valued membership, we chose to apply only the 5000 AUD maximum winnings cap, rather than voiding the winnings entirely due to the maximum bet rule violation. Furthermore, we granted an additional 1000 AUD, expediting your requested cashout of 6000 AUD.

Given that the maximum allowed winnings were successfully processed (inclusive of the additional $1000), we consider this matter resolved and closed.

Best regards,

LuckyOnes Team

What were the multiple bets over $8?