Lucky Ones Casino - Player’s winnings have been confiscated.

Deposited $70 and with the first deposit bonus I ended up with around $140/$210 aud. With free spins which I played on a game I didn’t like so I changed to another game and was betting $7.50 a game

won $10,600 on grand jackpot.

couldn’t withdraw because I still had to wager around $2000 (spoke to someone in chat who said one I wagered it, I could withdraw it). So I did that and now they have rejected it, told me I betted during the active bonus more the $8 which I didn’t and have stripped my account of $9500 and gave me $70 and another locked by bonus $70.

this is ridiculous. We put money in, and they can’t even give you your winnings and they keep saying terms and conditions but no help. Have emailed them and still nothing

Dear Vic009, 

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. 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).

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. 

However, if you feel like you have been accused mistakenly, feel free to forward me your game history in Excel format together with a link to the specific bonus that you redeemed and played. My email address is veronika.f@casino.guru. 

If there is any other relevant communication between you and the casino, please send it as well. 

Thank you in advance for your reply. 

Best regards, 

Veronika

Hi Veronika, thanks for your reply, I’m awaiting a email for my game history but I had played my bonus and only increased my bet after is was finished. I don’t believe I exceeded the $8aud bet as I was only betting $7.50 for majority of the game

once I receive my game history I will forward it on to you. I’m hoping they will look closer at it as I believe I was in my right for the winning but unfortunately they have taken it all and left me with my original $70 plus a $70 locked by bonus extra

I see you mean while the wagering requirement is there I needed to not go over 8aud per bet. When speaking to a customer service person they not once mentioned anything, only that to withdraw I had to finish the wager requirement of $2300.

Thank you for sending over your gaming history. I understand this situation is frustrating, and I appreciate your patience as we carefully reviewed the details.

After a thorough examination, we noticed that while the "RUBYXSELL" bonus was active, you placed several bets that exceeded the maximum allowed sum of AUD 7.5. Specifically, we observed bets of AUD 10, 15, and even higher amounts, up to AUD 140 and AUD 200.

Unfortunately, due to breaching the bonus terms by exceeding the maximum allowed bet, the casino was within its rights to confiscate your winnings. We understand this may be disappointing, but the terms and conditions of the bonus are clearly in place to ensure fairness for all players, and violations can lead to such outcomes.

We sincerely regret that this issue has arisen, and we encourage you to carefully review bonus terms in the future to avoid similar situations. 

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.

Best regards

Veronika