The player from Canada faced an issue with a canceled bonus while trying to meet wagering requirements, which resulted in a loss of 2,500 CAD. He believed this was a mistake due to a glitch, as he had not received any confirmation for the action. Despite having contacted customer service, his issue remained unresolved. The Complaints Team intervened, confirming the player's claim of an error and facilitating the restoration of his session. Ultimately, the player received a credit of 2,500 CAD, which he successfully withdrew, leading to the resolution of his complaint.
Lucky Ones Casino - Player's winnings have been confiscated because the bonus was canceled.
Amount: Can$2,500
Lucky Ones Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
Public
Public
1 month ago
Hi,
I hope you can help me on that one!
On 29 september 2024, I was at 7,124/8000 CAD played on a 200$ free bonus (using VIP 2x100%) and I had 2500$ CAD.
As I went to check the current wagering requirement %, the bonus got cancelled as I think I've clicked on the bonus. I had until 6 october 2024 for this wagering requirement. It's obvious that this was a mistake as I didn't want to lose this money.
It was like a glitch as I didn't get any confirmation window for this action.
Customer service told me that they canno't resolve my issue. I was asking to undo this unwanted action and put my account back to what it was just before.
Thanks,
Regards
Public
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1 month ago
Dear alexhe,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.
Do I understand correctly that there wasn't a pop-up warning that you are about to cancel your bonus?
Could you please send me the screenshot of the promotion you participated in? Kindly include the terms and conditions of this bonus as well.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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1 month ago
Hello, thank you for the quick support on your side! I confirm that there was no pop-up window to notify of such an action. I'm not even sure I actually did it! Note that I have been a member of the parent site (luckydreams) for a few years now and I am therefore new to this site.
As for the promotion in question, it was a promotion that said "Enjoy $200 in complimentary gaming credit, with more to come! Use the code CROWN2 on your next two deposits to get the 100% reload up to $1,000. The minimum deposit is $200." So I imagine the terms are directly on their site?
I received this message in the meantime:
"The bonus comes with the x40 wager and until the wagering is fully done, in case of canceling the bonus, the bonus funds will be deducted. I'm sorry for the given situation and I fully understand your frustration but unfortunately, the bonus funds can't be reissued if it's canceled before the wagering is over. If you have any additional questions, feel free to reach out again, I'm happy to help!".
For my part it's simple, I would like them to restore my session as it was during my last game dated September 24 at 11:27. I would then take the bonus as it was (with the wagering of 7,124 / 8,000).
My current intention is to leave the sites (Luckydreams and Luckyones) completely if this situation cannot be resolved. I find it totally unfair.
I hope this helps!
Regards
Public
Public
1 month ago
Update : I got a message from customer support telling that I am absolutely in the right that this was an obvious mistake. I was close to finishing the wagering requirement.
I now have a credit of 2 300$ without wagering requirement. Plus 200$ as a goodwill so 2 500$. I'm going to widthdraw it and then this complaint will be resolved.
Thanks for your help.
Public
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1 month ago
Thank you for your explanation. Have you requested your withdrawal yet? Is it possible that the money has already arrived in your account?
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1 month ago
Dear alexhe,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Veronika
Casino.Guru
