The player from Austria faces a withdrawal issue after winning 2,997.94 euros at LuckyOnes Casino, as her funds were rejected due to an alleged violation of bonus terms. She believes she complied with all rules and submitted the required KYC documents, yet her account balance was reduced to 50 euros. The player requests a detailed review of her gaming activities and a reassessment of her case for the payout of her winnings.
Lucky Ones Casino - Player's withdrawal is rejected and account balance reduced.
Amount: €2,997
Lucky Ones Casino
Safety Index:LowSafety Index
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4.6
Lucky Ones Casino has a Safety Index of 4.6, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Case opened
Current status
Waiting for Casino Guru to reply
6d 2h 16m 56s
Case summary
21 hours ago
Public
Public
2 days ago
Translation
Ladies and Gentlemen
I am contacting you because I won 2,997.94 euros at LuckyOnes Casino. Unfortunately, my withdrawal was rejected on the grounds that I had violated the bonus terms and conditions. Instead, my account balance was reduced to just 50 euros.
I followed the bonus terms and conditions and the casino's general terms and conditions to the best of my knowledge, wagered over €3,000 to meet the wagering requirements and submitted all required verification documents (KYC), but my withdrawal was still denied.
The casino accuses me of having placed a bet of over 5 euros during the game, which according to the bonus terms and conditions means that the winnings are considered void. However, I am sure that I always acted within the specified rules.
The way customer support handled things was particularly disappointing: instead of answering my questions, I was repeatedly told to "be more careful next time". I find this communication disrespectful and not productive.
The win of almost 3,000 euros means a lot to me in my current difficult life situation, and I feel cheated by the casino's decision and the way the support handled it. I am therefore asking for your help to clarify the following points:
A detailed and transparent breakdown of my gaming activities that allegedly demonstrate a violation of the bonus rules.
A review of the validity and clarity of the bonus conditions, especially with regard to the stake limits.
A fair reassessment of my case and the payment of my legally earned winnings.
I hope for your support in finding an amicable solution. If no agreement is reached, I will be forced to contact the relevant gambling regulator and consumer organizations to assert my claim.
I thank you in advance for your time and understanding and hope that this incident will be resolved soon.
Best regards,
Nicola ****
Edited by a Casino Guru admin
Automatic translation:
Public
Public
yesterday
Dear S.Nixo,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.
Our position regarding breaching the maximum bet rule is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets:
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 together with a link to the specific bonus that you redeemed and played. My email address is tomas@casino.guru You should be able to request your gaming history from casino support in .csv format or similar for the period when the bonus was active. If you are unsuccessful, please forward the corresponding communication from the casino as proof.
Thank you in advance for your reply.
Best regards,
Tomas
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