The player from Austria faced 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 believed she had complied with all rules and submitted the required KYC documents, yet her account balance was reduced to 50 euros. The player requested a detailed review of her gaming activities and a reassessment of her case for the payout of her winnings. The issue was resolved when the casino acknowledged that the action taken regarding the player's winnings was unwarranted and reinstated her winnings of 2,948 euros, along with a refund of her deposit. She successfully withdrew the funds, confirming the resolution of her complaint.
Lucky Ones Casino - Player's withdrawal is rejected and account balance reduced.
Amount: €2,997
Lucky Ones Casino
Safety Index:Very lowSafety Index
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2.9
Lucky Ones Casino has a Safety Index of 2.9, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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2 months ago
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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
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2 months ago
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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2 months ago
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Hello Thomas,
Thank you for your quick response.
I would like to inform you that I have already requested a game report from the casino. I have provided proper identification and am currently waiting for the relevant documents to be sent to me.
For your information: I am sure that I have achieved my larger winnings with a stake of €2. In this context, I would like to stress that I expect either the payout of my winnings or at least the right to continue using this amount to play. It does not seem at all understandable to me why my winnings are simply withheld from me.
Additionally, I would like to note that I have duly fulfilled the turnover requirement of €3,000.
I hope that this matter will be resolved soon and thank you in advance for your support.
Best regards
Nicola
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2 months ago
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Hello Thomas,
Thank you for your message. As you requested, I am sending you my game history for the period to your email address, please check it out. The game history is attached in CSV format.
If you need further information or have any questions, please let me know.
Thank you in advance for your support.
Best regards, Stalder.
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2 months ago
Thank you very much for the provided information.
I can see several bets from the records are above the maximum bet of allowed 5€, however, it's not clear whether this was also during wagering of the bonus.
- Could you please advise more details regarding the bonus you activated?
- How much did you deposit, and how much was the match bonus?
- What were the wagering requirements for the bonus?
Thanks in advance for your reply.
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2 months ago
Translation
Hello, I deposited €50 back then.
I think the bonus was LUCK1ENG as far as I know. I had free spins, I remember that.
I had to spend 3000€, unfortunately that's all I know.
I would at least like to be able to play with the money I won, this is the most I have ever won and I don't play often.
Likewise, it would have been nice to have the money, but I just feel cheated.
Best regards.
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2 months ago
Thank you very much, S.Nixo, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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2 months ago
Hello there,
Thank you S.Nixo for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Lucky Ones Casino for their help in resolving this complaint. We would like to know why were the player's winnings capped and what can we do to help resolve this issue.
Thank you!
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2 months ago
Translation
I really want at least some of the money it's my biggest win and I'm going through a tough time.
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2 months ago
Hello S.Nixo and Casino Guru Team,
Having reviewed this case involving an account adjustment due to a bet exceeding the €5 limit while using bonus funds, we agree that the action taken was unwarranted, as the bet over max allowed in question did not significantly impact the overall session and outcome.
As a result, we have reinstated the player’s winnings of €2,948 and refunded customer's deposit as a gesture of goodwill. We also reached out by email privately to customer on this matter.
We apologise for any inconvenience caused and remain committed to ensuring fairness and transparency in our processes.
Best regards,
Luckyones Team
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2 months ago
Thank you for the positive update Lucky Ones Casino representative.
Dear S.Nixo, let us know if this resolves your issue or if we should wait until you withdraw your winnings. Thank you in advance!
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2 months ago
Hello Luckyones Team and Peter,
Thank you for your swift resolution of this matter.
I appreciate your understanding and your decision to credit the winnings of €2,948 back to my account, as well as the return of my deposit.
I have initiated a withdrawal of €2,950, and I will consider the case closed once the funds have been successfully received.
Thank you again for your fairness and professionalism in resolving this issue.
Best regards,
S. Nixo
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2 months ago
Dear S.Nixo, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.
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2 months ago
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Hello Peter!
I am pleased to announce that the €2,950 has arrived in my bank account.
Thank you very much for your help and also thank you to Luckyones for the gesture.
I would love to play with you again sometime, but I'll be more careful.
I am overjoyed.
Best regards, Nico!
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2 months ago
Dear S.Nixo,
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,
Peter
