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ones Staff on the chat that bonus funds once played through became real money hence why I was confused that the cap superseded the play through requirement.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

I am not aware of bets exceeding the limit during the wagering period. I’ve asked for an excel file to be able to view this and the betting totals. Not received to date.

While the csv file sent to me has a ‘profit’ (casino) column included there are no running totals (likely redacted).

I was not informed of any breach. (Ex via email a week or more after playing). If this were the case I know I would have been informed.

After confirmation from Lucky Ones staff that ‘all bonuses become real cash’ after they are played through AND the money appearing being moved into the ‘withdraw-able’ section of my wallet. It is hard to fathom how a week later the funds are then confiscated.

The attempt to validate the confiscation providing a $1000 in recognition of my ‘valued membership’ does not recognise. My time spent playing unnecessarily for days and the $40,000 which has been withheld from me.

If this is a potential outcome who would want to play at the casino. Emotional and PR nightmare ☠️

Hello everyone,

Thank you both for your replies.

Dear LuckyOnes Team,

Could you please provide evidence confirming Acemate breached the maximum allowed bet while playing with this bonus? My email address is kristina.s@casino.guru. Thank you in advance.

Kristina, while incorrectly the casino has cited ‘multiple bets’ being placed over the allowed limit and Lucky Ones have suggested there was a breach that occurred. The support team have confirmed that it was actually NOT the case.

* In correcting my message above - the confiscated figure is approx $65,000

Hello Kristina,

Kindly check your inbox, as email has been sent on Nov 26. `Thank you!

Hello Lucky Ones, I did not receive an email on the 26th of November. Was this only sent to Kristina? If so why?

Hello everyone,

Thank you both for your replies.

Acemate, I checked the Bonus T&Cs and I found this:

Unless otherwise specified in the individual Promotion Terms and Conditions, the maximum bet allowed to be placed whilst a bonus is in its active wagering requirement phase is 5 USD/EUR/CHF/USDT/USDC, 8 AUD/CAD/NZD, 50 NOK, 100 ZAR. This includes any bet placed whilst the bonus wagering conditions have not yet been completed, and applies to all free bonuses, deposit bonuses, free spins winnings and loyalty scheme bonuses. The maximum bet allowed whilst wagering towards an active bonus with cryptocurrency will be the equivalent of 5 USD at the exchange rate average on the day of the bets. Maximum bet limit includes bet doubling after a game round has been completed as well as bonus rounds (purchased within the game).

I reviewed the game history, and you breached the maximum allowed bet multiple times while wagering the bonus. Our position 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.

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.