Lucky Ones Casino - Player's winnings have been limited by bonus cap.

I had a first time deposit bonus offered to me from lucky ones. I have attached the playing terms of this bonus.

I deposited 30 dollars and got a 150% bonus which gave me 75 dollars plus 40 free spins on a particular machine. I decided to see what machine the free spins was on and played them which generated a 5 dollar win. I didnt like that machine so i went back to that to play with another one. So i had 80 dollars to play with.

I found one I liked and played for over an hour as I was winning a few hundred here and there got a couple of really good spins and good wins won over 1500 then played some more and got up to like 2500.

I kept playing losing some winning some then after checking my playing wallet amount i noticed the 2 separate amounts in playing wallet, the withdrawable amount and the non withdrawable amount still held by bonuses. I thought oh this is good it clearly tells you when you have wagered enough and when you have cleared amounts held by bonuses.

So I kept playing and after losing a few hundred I checked wallet and I had wagered all the amount neede to take the non withdrwable amount held by bonuses down to 0. So it was getting late I had a good win and I withdraw at 2200 total withdrawable amount in playing wallet. This sat pending.

The next night I deposit another 30 after receiving a second deposit offer from lucky ones. I get 100% deposit and 100 free spins on a particular machine. So i had 60 dollars in playing wallet plus free spins. I think those free spins may have got me 10 or 15 dollars something like that.

I play for a couple hours wining some losing some tried a few different machines wagered quite a lot as I won quite a few good spins got up over 1000. Kept playing right down to 500.

Checked wallet and I had almost played out amount held by bonuses but I wanted to still play some more. After playing till late I checked playing wallet and had played amount held by bonuses down to 0 and ended with 300 withdrawable. So i placed withdraw on that and that sat pending too.

After initial email asking me to upload all my identification documents to their site to receive payout which I did straight away, I got a rejection on withdrawal due to non upload of documents. I promptly emailed them to clarify as I did all uploads asked. I was then responded to saying yes all documents received I was fully verified. So i placed the withdrawal again this time for the full payment of 2500 which they had put back in my playing wallet. This Sat pending 2 days.

I then get another rejection email. This says ... we are rejecting withdrawal of 2500 which we return to your lucky ones account due to a cap on winnings on first deposit bonus. They also said that they had adjusted my account accordingly and I could withdraw the amount.

I went to check my playing account instantly and saw they had returned only 300 dollars. Stripped me of my first night win of 2200.

So they only allowed me to withdraw 300.

I read terms of this first deposit bonus and they state there is a cap on withdrawal of the first time deposit bonus of 5000 dollars and a cap on the free spins win of 300.

My winnings and withdrawal amounts were both under those caps. My playing wallet clearly told me they were both withdrawable amounts. 0 doll asrs held by bonus terms.

I emailed several times with no response for days.

Then finally a response today telling me my winnings had been from free spins i said absolutely not. They then emailed me back and said that my winnings had been a result of free spins which is capped at 300 dollars.

I can not beleive there reply. I have asked to see my total playing history/record. I do not agree at all. The terms state a cap of 300 on winnings from free spins and a cap of 5000 on first time deposit bonus. All these are calculated on amounts wagered versus amount deposited and won on bonus spins. I clearly only won very small amounts on free spins and well under the cap of 300 and had wagered well over the amount needed from the deposit bonus and free spins as shown in playing wallet as amount held non withdrawable held by bonuses.

After all this and them only allowing me to withdraw 300 dollars of my winnings i can not beleive their audacity to strip my account of 2200 and say oh you shouldn't have wont that much so we adjusted your account accordingly. And their poor justification which doesn't make sense. So you basically can deposit 1000 if you want and play and win big if you are lucky or lose but because you had a go on the free machine we got you to play when you deposited and you won 5 dollars that may have contributed to your big win even though you played for hours and wagered thousands.

I think this is wrong. If they had a problem with my amount won why wasnt I told instantly why did I have to give them all my identification to be cleared for a measley 300 bucks and then be rejected and have my 2200 taken and wiped. Theft.

Dear christieyoung25,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem and understand your concern.

Could you please confirm if the casino has provided you with your complete gaming history as requested? Once you receive the gaming history in Excel format, please send it to me. My email address is veronika.l@casino.guru.

According to the Terms and Conditions for the first deposit bonus, the total amount of received free spins should be 200: "Free Spins will be issued in sets of 40 free spins per day for 5 days. Day 1 will be the day you claim the offer."

Can you please confirm that you received 40 free spins every day for five days after you made your first deposit?

Could you please provide the dates of your first deposit, the first withdrawal request of A$2200, and your second deposit?

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

Hi Veronica,

I have not yet received my playing history as asked. I will email again and ask again. If and when they do I'll send straight to you.

I believe you are correct about the free spins being 200 in total. Yes they give you 40 a day I beleive for 5 days on one machine.

I used the 40 on the first night that I won 5 dollars from. Im not sure if it went 5 days as I only played 2 nights and i was offered new free spins on second night on different machine. So i can't say if they were there for 5 days but they probably were. I think played the 40 free spins on that machine on my second night of play after I used my second deposit bonus free spins they gave me on my second night. So i dare say they were there 5 days.

The date of first deposit was the night of the 1st of June. The first withdrawal of 2200 was the 2nd of June early morning as I had been playing past midnight into next day.

Later that day in the afternoon of 2nd June I deposited again 30 after getting an offer sent to me for second deposit bonus. I used my 100 free I played until late that night and submitted the second withdrawal of 300 late at night on 2nd June.

I was then asked for documents the next day which i uploaded straight away then they rejected me saying i hadn't done so and they returned the 2200 and the 300 back to my playing wallet. So i sent an email with my documents as proof i had uploaded and then I was verified after that. So i submitted a withdraw for the total amount of 2500 again on the night of 3rd of June once again and did not want to play again until this was sorted.

Thanks, Christie.

I have checked the Bonus T&C and this is what I found:

Only one bonus can be activated at a time. Deposit bonuses cannot be combined.

Could you please confirm that you had only one bonus active at a time?

Moreover, the welcome package is divided as follows:

- First Deposit: 150% up to $3,000 + 200 Free Spins (40 free spins every day over 5 days) on Wild Cash x9990 (BGaming).

- Second Deposit: 100% up to $3,000 + 100 Free Spins on Elvis Frog on Vegas (BGaming).

Could you please confirm if you played 100 Free Spins on Elvis Frog on June 2nd? Were there any additional free spins available in your account? Kindly check your bonus history and if possible, send me a screenshot.

Has the casino provided you with your entire gaming history in Excel format yet?

Thank you.

Hi I have finally been sent my playing history which I will email you now.

I have also taken screenshots of my bonus history which I will email to you also.

I didn't have 2 bonuses at once i played the first night on my first deposit bonus which gave me 200 free spins but over 5 days so yeah I only got 40 free spins then played down well past the required wager amount and withdrew 2200 and was down to 0.

I then deposited on second night after they emailed me for a second deposit bonus. I played the second night on my second deposit bonus which gave my 100 free spins.

Looking at my playing history I remember that i also played the 40 free spins that I had there. I wagered that all out before withdrawing 300. You asked if there was more free spins there well looks like there was but I didn't play them so they expired.

I have had some interesting emails between me and their staff one saying yes you can withdraw 5000 but that they reserve the right to take money if players violate terms and bet over 8 dollars which you will see I didn't do in the playing history.

I'm getting all sorts of excuses.

I will email u everything now 🤗

Thanks.

Thank you very much, christieyoung25, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello, christieyoung25,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Lucky Ones Casino team,

Could you please explain the player's situation in more detail? Can you look at the player's version of the events and confirm it, or provide us with a chronological order of the events as they happened? Why have the user's 2,200 AUD confiscated and what exact rules were applied?

According to the screenshots she shared with us (from her casino account bonus/transaction history), it looks like the first withdrawal of 2,200 was requested after meeting the wagering requirements for the first deposit bonus, and it does not seem they were accumulated from Free Spins but rather from bonus money, which was done several hours earlier than she made the second deposit and claimed the second deposit bonus, and asked for the second withdrawal after successfully wagered the second bonus. Can you review her bonus/transaction history and game logs in detail, and provide us with clarification?

Then, another question - if the casino prohibits using more than 1 bonus at the same time, why does it offer to players or let them claim them if that should also be a problem (even if she was obliged to request a new withdrawal only because the casino rejected her initial withdrawals instead of leaving them pending while verifying the user and the initial pending withdrawal basically did not have any impact on her further play or bonuses/FS)?

Feel free to send the necessary details and evidence to my email address (branislav.b@casino.guru). It would be highly appreciated if you could show me the user's complete game logs and highlight the important moments in the data. In the game logs she received from the casino, the dates/times are in different formats and "jump" back and forth randomly, which makes a data review significantly complicated and unnecessarily time-wasting.

We would like to ask the 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’ which may negatively affect its rating.

Dear christieyoung25,

Thank you for raising this case to our attention. We have thoroughly reviewed the situation and successfully reimbursed the funds into your casino account balance. You may request a withdrawal, which will be processed promptly.

We sincerely apologize for the inconvenience caused and appreciate your understanding and patience in this matter. If you have any questions, please contact our customer support team.

Best regards,

LuckyOnes Casino

Thank you for the update, Lucky Ones Casino team.

Dear christieyoung25,

Can you please look at your casino account and check the above-stated? Can you provide us with an update and confirm the issue was resolved?

Is there anything else I can help you with?

Hi Casino Guru Team,

I would like to thank you all the team that have helped me sort out this matter. I am so very thankful beyond words.

I am really relieved with the outcome as I truly feel that I was in the right. Goes to show to keep pursuing if you believe you have been treated wrongly.

I have been sent an email with deepest apologies from company for their miscalculation and the funds were returned for withdrawal. I have withdrawn the money a couple days ago and the company has approved this withdrawal, I am just waiting for this money to show in my bank account which hopefully I get quickly.

Once again to everyone at Casino Guru especially you Branislav thank you. If it wasnt for you i dont know that they would have paid. Hopefully money shows in my account soon. 😊

Christie.

Hello, Christie,

Thank you for the update. I am very glad that things have moved forward.

At this point, I sincerely believe it should only be a matter of time before the payment comes to you.

I will keep this complaint open pending your confirmation of a successful withdrawal or an update.

Please let us know as soon as you receive the payment.

Looking forward to hearing from you.

Hi Guys, I can finally confirm payment.

Once again thank you for all your help. I am forever grateful.

🤗 Christie.

Great news, Christie!

Thank you very much for confirming and using the Casino Guru complaint resolution centre. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would 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 and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time.

Thank you very much, Lucky Ones Casino team, for your help and cooperation!

Best regards,

Branislav, Casino.guru