Lucky Ones Casino - Player's withdrawal request has been restricted.

Hello, I put in three deposits for your casino $600 total. Two I got bonuses one I did not. I played through all my bonuses. I played through all required bonuses. I then had $600 that was mine and was able to be withdrawn. I put in a $600 withdrawal request. It took a while to be processed so instead of putting new money in the account I withheld that withdrawl and started playing with that money. I ended up winning $42000. Now they are saying that I'm only entitled to $5000 because of bonus terms and conditions. This was not bonus money. This was able to be withdrawn. This was my money after all bonuses were played through. I read the terms and conditions. I took screenshots of my account along the way just in case a casino does something like this.  

Dear robhenst,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Which bonus did you play with? If possible, please post a link or promo code you used to activate the offer here in this thread.
• Were your winnings displayed in real money balance after you completed the wagering requirements?
• Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hey I played with the 1st and second new player bonus. Yes, bonus requirements were met and I have approx $900 withdrawable at this point. I played down to $600 and decided to cash out (cash out isn't even an option if the money is locked by a bonus). I put the money in to be cashed out. They were taking a while to process it and I wanted to play more so instead of putting more money in. I reversed the withdrawal and took $200 of that to play with. I played for a while and ended up getting to $42 000. I will send screenshots of the transfers to the email provided.

Just an update on this. Lucky ones casino has not responded to my email where I stated my case. They have also not given me the $1000 remaining of the "5000" they said I could have. The more I look into this the more I know that I am right. Bonus terms and conditions were played through long ago. I had 600 of money that was withdrawable and cash out was not locked by a bonus which is what would happen. I withheld the withdrawal request of $600 and turned it into 42000. It's no different than if I withdraw that money and put $600 of my own in. Which is what I would have eventually done if they weren't so slow in processing my request.

Thank you so much for looking into this.

One more update:

This is the information I received after having lucky ones bonus terms and conditions examined.

"Based on the information you’ve provided and the terms and conditions you shared, here are a few key points to consider:

Distinction Between Bonus and Real Funds: You mentioned that you played through all required bonuses and were left with $600 that was your own money and could be withdrawn. According to the terms, once all wagering requirements are met, and you switch to playing with real funds (your deposit), the bonus limitations should no longer apply. The terms state that you play with real money first and bonus money second. This suggests that your remaining $600 should not be subject to bonus restrictions since it’s not tied to active bonus conditions anymore.

Withdrawal Rules After Completing Wagering: The terms and conditions also mention that once wagering requirements are met and a player has funds available for withdrawal, any winnings from playing with those funds should not be subject to the maximum cap applied to bonus winnings. Since the $600 was clearly marked as available for withdrawal, it indicates that you had already completed all bonus-related requirements.

Clarity in Maximum Winnings Clause: The maximum cap on bonus winnings applies to funds obtained directly from the bonus or while the bonus was active. If you were using your post-bonus funds, these limitations shouldn’t apply. The clause about the cap states that it applies to "bonus winnings" from bonus funds, and not to winnings obtained after you transitioned to real funds that were already cleared.

Withdrawal Mechanics: The T&Cs mention that bonuses are void upon withdrawal or if certain limits are hit. By successfully initiating a withdrawal, it indicates that the system had acknowledged your funds as fully separate from active bonus conditions. This reinforces the argument that winnings made afterward should be considered your real, unrestricted balance.

Key Issue:

The casino might be interpreting your balance as a continuation of bonus-related funds due to the fact that you played after withholding the initial withdrawal request. However, if you can clearly prove through screenshots and transaction history that your remaining $600 was free of all bonus restrictions, then it seems the cap on bonus winnings should not be applied here. You effectively returned to using cleared real money."

Thank you,

Rob

Thank you very much for your reply, robhenst. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

There really hasn't been much communication between the casino and I since they took my money. They have been ignoring my emails and have not responded to me pleading my case. I will send what I have to your email.

Thank you,

Rob

Thank you very much, robhenst, for your cooperation. I will now transfer your complaint to my colleague Kubo (jakub.m@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.  

Thank you

-Rob

Dear robhenst,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Lucky Ones Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Lucky Ones Casino,

Could you please provide detailed information on why the bonus cap was enforced in this instance, even after the wagering conditions were fully met and the funds were moved to the real balance? Understanding the rationale behind this decision would be greatly appreciated.

Thank you in advance for your assistance, and I look forward to your response.

Best Regards,

Kubo

Hello!

We want to take a moment to clarify how our deposit bonuses work, particularly when it comes to winnings limits associated with bonus offers.

In this situation, customer deposited $200 and received a $100 reload bonus. They continued to play and accrued winnings, both while the wagering requirements were being met and after they were completed. However, as stated in our general bonus terms and conditions:

Unless specified otherwise in the individual Promotion Terms and Conditions, any bonus winnings from any deposit bonus offer will be capped to a maximum of 5000 USD/EUR/CAD/AUD/NZD/CHF/USDT/USDC, 50000 NOK, 100000 ZAR. Other cryptocurrencies maximums will be based on the current exchange rate to EUR at the time of cashout processing. Any winnings over this amount may be forfeited (inclusive of any amount generated through subsequent play with the redeemed bonus winnings).

In this case, since the winnings originated from gameplay with bonus funds, they fall under the stated maximum win cap. Even if winnings are cashed out and then returned to play, this limit applies to any future play with funds derived from bonus-related winnings.

We want our players to feel informed and in control of their gaming experience. If a customer would prefer not to have any conditions tied to their winnings, bonuses can be disabled or rejected. This way, any winnings from deposits bonus offers will not be subject to bonus-related terms.

We hope this provides clarity on how bonus winnings work. If you have any further questions, please don’t hesitate to reach out!

Best regards,

Luckyones Team

This is crazy. All bonuses were played through. The $600 was mine. If this were true then they should have stopped me at $5000. How ridiculous is it that they let me continue betting. They took a long time to let me withdraw the money so I reversed it and played with those funds instead of putting more money in.... so if I would have deposited 600 while waiting for the withdrawal of 600 it would have been fine? That is beyond sketchy.

I really needed this money since I'm struggling so much. I would not have kept betting past 5000 if I knew this. I took a large gamble to get my money that high. I can't believe the tactics that this casino is taking. I've never seen anything like this.

Dear Lucky Ones Casino,

I must express my concern regarding the current bonus terms, which, frankly, seem both contradictory to fair gambling principles and lacking in common sense. If the money from a bonus is cashed out, it should be treated as the player's real funds, and they should be free to use it as they wish. The logic behind your current policy suggests that players have no option but to lose their entire balance if any portion of it originated from the bonus, otherwise, the win cap would apply indefinitely.

Additionally, if a player makes an additional deposit, how can you differentiate whether the winnings were generated from the bonus funds or the new deposit? Would any subsequent winnings be subject to the same win cap? Frankly, I have not encountered such an unfair bonus term in quite some time.

I strongly urge you to honor the player’s winnings, which were earned through legitimate gameplay using real funds derived from the bonus. I also recommend re-evaluating this rule, as it seems both unreasonable and detrimental to the player's experience.

I appreciate your attention to this matter and look forward to your response.

Dear Kubo,

Thank you for raising your concerns regarding the fairness and transparency of our bonus terms. We appreciate the opportunity to provide additional clarity on this matter and address the points raised.

On Bonus Funds and Real Money Funds:

Our bonus terms are designed to reward players while maintaining the integrity of fair play. We understand how certain rules, particularly the application of win caps, may appear restrictive. Allow us to clarify the rationale and how it applies to this specific case.

The Core Concern:

You’ve expressed concerns about the fairness of extending the win cap to winnings generated after clearing the wagering requirements. Here's how our terms apply:

Win Cap Applicability:

As per our terms, the win cap applies to all winnings associated with the bonus, including those generated post-wagering completion. This ensures the bonus system remains promotional in nature and discourages strategic exploitation of bonus offers.

Gameplay Review in This Case:

A detailed review of the customer’s gameplay revealed several patterns:

• Concentration on a Single Game: 98.25% of the customer’s bets were placed on one game, which has a high Return to Player (RTP) of 96.3%. 
• Low Stakes During Wagering: During the wagering phase, the average bet size was $4.36. 
• Significant Bet Increase Post-Wagering: Once wagering was cleared, the player increased their average bet size to $24.49. This increase disproportionately impacted the same game, enabling the player to achieve substantial winnings ($40,000+).

This pattern of play aligns with strategies described in our terms as contrary to fair play and bonus compliance. 

Casino’s Approach in This Case:

While the customer’s gameplay patterns met the criteria for bonus abuse under our terms, which would justify voiding the entire winnings, we chose a more lenient approach.

Instead, we applied the $5,000 win cap specified in the terms and conditions for bonus-related winnings. This decision ensures the customer retains a significant portion of their winnings while upholding the rules outlined in our bonus policy.

We hope this explanation provides the transparency and context needed to understand our actions in this case.

If you have any further questions, please don’t hesitate to reach out!

Yes you can only have a low max bet when wagering bonus funds. Once that was completed I increased my bet... like I always do. I would have bet higher earlier but can't because I was completing bonus wagering.... this seems extremely unfair to me.

Dear Lucky Ones Casino,

I understand that your win cap applies to all winnings associated with the bonus, including those earned after completing the wagering requirements. While I recognize the intent to prevent strategic exploitation, I believe this approach could have unintended negative consequences for both players and the casino.

Imposing a win cap even after the wagering requirements are met can create a sense of unfairness among players, especially those who have invested time and effort to fulfill these requirements. This may lead to frustration, erode trust in the casino, and discourage future participation in bonus offers, ultimately impacting customer retention. Additionally, this policy could result in a negative perception of the bonus system, where players feel that the casino is more focused on limiting rewards than on rewarding loyalty. This might make players more cautious with future promotions, potentially leading to negative reviews and a tarnished reputation.

Regarding the player's gameplay:

Concentration on a Single Game:

If the casino does not want players to engage with specific high-RTP games while an active bonus is in play, it should implement software restrictions to prevent access to such games. In cases where players are penalized for playing "restricted" games, especially when these restrictions were not clearly enforced, it often leads to unresolved disputes. A simple statement regarding betting on high RTP games is neither sufficient nor transparent. Are players expected to check the RTP of every game they play to ensure their winnings won't be voided?

Low Stakes During Wagering:

With the maximum bet set at $5.00, an average bet of $4.36 should not be considered "low stakes." I do not understand how this could be perceived as bonus abuse. If the intention is to avoid breaching the maximum bet limit, the reasoning behind flagging lower stakes is unclear. It seems incongruent with fair play principles.

Significant Bet Increase Post-Wagering:

The claim regarding the increase in bet size after completing the wagering requirements seems equally puzzling. If there is a max bet limitation during the bonus phase, it is completely normal for a player to raise their bet after completing the wagering. Would you expect players to continue placing lower bets with their real funds? The logic behind this claim is difficult to follow.

The real concern here is your Bonus Terms & Conditions, which, as they stand, appear to be unfair to players and, frankly, nonsensical. The decision to apply a win cap after the wagering requirements have been met is not a fair reflection of a player’s effort and success. While the gesture of offering the player their capped winnings might seem like goodwill, in reality, it is merely a less severe error on your part. Our stance remains unchanged: due to the cap being applied after the completion of the wagering requirements, we believe the player’s winnings should be honored in full.

I would also recommend revisiting your Bonus Terms & Conditions to create a more player-friendly version that fosters trust and encourages long-term engagement with your platform.

Additionally, in light of the current situation, I would like to introduce you to the Casino Guru Academy, a platform offering free professional courses designed to promote best practices in various aspects of online gambling. These courses focus on areas such as customer service, sustainable and safer gambling, player experience, and more.

Specifically, I recommend exploring the section dedicated to Online Casino Bonuses, available at the following link: Casino Guru Academy - Online Casino Bonuses.

This course provides valuable insights into the structure and functioning of casino bonuses. It covers key aspects such as the terms and conditions associated with bonus play and includes Casino Guru’s recommendations on writing and handling these terms to ensure fairness and transparency for players.

I encourage you to explore this resource, as it could be highly beneficial in enhancing your understanding of these topics and improving player satisfaction.

Thank you for your attention to this matter. I look forward to your response.

Dear robhenst,

I wanted to inform you that we are currently having an in-depth discussion about your case with the casino representatives via an external channel. I will update you with the outcome as soon as possible.

Thank you for your understanding and patience.

Thank you very much Kubo.

I appreciate the work that you have been doing for me during this difficult time.

Dear robhenst,

Following extensive communication with the representatives of Lucky Ones Casino, I would like to provide you with an update on the current situation. The casino has maintained its position, asserting that they adhered to their Terms & Conditions and handled the matter appropriately. While I agree with their adherence to the stated terms, there remain differing views regarding certain actions and whether they align with industry standards of fairness.

Throughout our discussions, I have made every effort to present our perspective and explain why some aspects of the casino's approach may be considered problematic. The casino has presented a range of arguments to support their stance, though many of these differ from our interpretation of what constitutes fair practice in the gambling industry.

As noted in a prior update, I have reviewed the casino's concerns regarding irregular gameplay patterns and did not find evidence of malicious or abusive behavior on your part. The casino representatives have expressed a willingness to continue discussions toward a constructive resolution, and as such, the investigation and negotiations are ongoing.

I appreciate your understanding and patience as this matter progresses. I will provide further updates as new developments arise.

Dear Lucky Ones Casino,

I am extending the timer by an additional 7 days to allow further discussion. In the interest of transparency, it would be greatly appreciated if the casino could share any additional insights directly in the thread. This would ensure that the player remains informed throughout the process.

Thank you for your cooperation.

Dear Kubo,

Thank you for your continued dialogue and for acknowledging the complexities in assessing fairness and industry standards.

In our extensive communication, we have provided a comprehensive list of organizations, fraud and compliance experts, and regulated casinos operating under MGA/UKGC licences whose approaches align with our own.

While we acknowledge that differing interpretations of fairness can arise, the key principle in evaluating any policy or decision must be whether it is guided by a robust and transparent framework. We firmly believe that we have demonstrated this through the evidence provided, showcasing that our framework is both consistent with established industry practices and rooted in objective, evidence-based standards.

Incorporating these standards into assessments ensures balanced and impartial outcomes. We trust that Casino Guru will carefully review all the points and information raised in our recent messages, and we remain optimistic about a positive resolution.

Thank you in advance for your attention.

Best regards,

LuckyOnes Team

Dear Kubo and Lucky Ones Casino,

I sincerely appreciate the time and effort both parties have invested in addressing this issue. While I respect the casino’s adherence to its stated Terms & Conditions, I maintain that the application of the win cap in this case is neither fair nor in alignment with principles of transparency and player trust.

Core Points of Concern:

Separation of Bonus and Real Funds Post-Wagering Completion

The funds in question were explicitly marked as "withdrawable" after the wagering requirements were completed. At this point, these funds transitioned into real money, no longer tied to bonus restrictions. Imposing a win cap on gameplay after this transition undermines the distinction between bonus and real funds, which is crucial for fair play.

Gameplay Patterns and Alleged Abuse

The casino has cited patterns such as game selection, bet size, and RTP as justification for its actions. However:

Players naturally gravitate toward games they enjoy or perceive as offering favorable odds. Penalizing such preferences, especially when no explicit restrictions are enforced in the platform, seems unjust.

The increase in bet size after completing wagering requirements is standard behavior. Restricting players to lower bets indefinitely would contradict the fundamental enjoyment of gambling.

Transparency and Player Expectations

As a player, I reasonably expected that my cleared, withdrawable balance was free of bonus-related limitations. The lack of clarity in the Terms & Conditions regarding how the win cap extends beyond the wagering phase creates a misleading environment. If the casino truly intends for the cap to persist indefinitely, this should be stated explicitly and prominently.

Opportunity for Reconciliation

The casino’s representatives have emphasized alignment with industry standards, yet industry fairness also demands that players are treated equitably and in good faith. Upholding the $42,000 in full would not only resolve this dispute amicably but also serve as a testament to the casino’s commitment to fairness and trustworthiness.

This has been an incredibly challenging time for me, and I took significant risks with the understanding that I was playing with my own, unrestricted funds. The current resolution offered feels like an unnecessary penalty for good faith gameplay. I trust that Lucky Ones Casino, with Kubo’s expert guidance, will strive for a resolution that upholds fairness and reinforces player confidence in the casino’s integrity.

Thank you again for the ongoing efforts in resolving this matter. I look forward to a positive outcome.

Sincerely,

Rob

Hello Everyone,

I apologize for the delayed response, as I was unavailable over the past few days. I would like to summarize the details of this case and the findings from our investigation.

From the outset, it was evident to us that the casino capped the player's real funds in accordance with their Bonus Terms & Conditions. However, this practice conflicts with fair gambling principles. Once a player fulfills the wagering requirements for a bonus while adhering to the stated rules, the winnings derived from that bonus should be freely available without further limitations tied to the bonus terms. Unfortunately, in this case, the casino unjustifiably capped fully wagered bonus funds that had already been transferred to your real balance.

While the casino has insisted that they acted in accordance with their terms, their so-called evidence does not substantiate their claim. The alleged gameplay patterns show no signs of abusive behavior or any violations of their rules. Moreover, their reliance on vague and predatory clauses stands in stark contrast to the practices of other international casinos regulated by respected authorities such as the UKGC or MGA. We have no record of similarly vague or unfounded rules being enforced by casinos under those licensing bodies. If such enforcement had occurred, we would have similarly deemed it unacceptable and unresolved, as it violates the Fair Gambling Codex.

Although we attempted external discussions with the casino representatives to resolve this matter, they remained unwilling to reconsider their position. Their arguments contradicted our understanding of fair gambling practices, despite multiple explanations on our part.

As a result, I regret to inform you that we have no choice but to close this complaint as unresolved. The only fair resolution in this case would have been for the casino to honor player's winnings in full, which they have refused to do. Based on the circumstances, I'm adjusting the disputed amount to 37,000 CAD, which reflects the funds unrightfully voided by the casino using a cap applied to a non-active bonus.

Dear robhenst,

I understand that this outcome is far from satisfactory. However, the casino's unresolved complaint status will lower their rating, which we hope will pressure them to reconsider their approach in the future. Should the casino decide to reevaluate their position, we will reopen the complaint and notify you immediately.

In the meantime, I strongly recommend submitting a complaint to the Curaçao Gaming Control Board Licensing Authority. Their regulatory tools and authority may offer you additional support. You can submit your complaint via their official contact form here: https://www.gamingcontrolcuracao.org/contact

Please ensure you include the name of the casino’s operator in your complaint, as this information is essential for the process. You can also refer to our guide on submitting complaints to regulators for more detailed instructions: https://casino.guru/submitting-complaints-to-regulators

If you need help filing the complaint or receive a response from the regulator, feel free to reach out to me at jakub.m@casino.guru. I will gladly assist in any way I can.

Once again, I am truly sorry that we could not achieve a better outcome for you in this matter.

Best Regards,

Kubo