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

Hi,

It was a great day for me until the mail arrived. And Lucky Spins made it Worst. I deposited 2000 INR with an offer of 50% deposit bonus( 35x Wagering required), I got 1000 INR in bonus. their wagering only count the bonus money. they do not consider real money for wagering.

After spending my real money, I started to use my bonus money( 1000 INR). I bought bonus on slot, If you are an Indian user then you might know that smallest bet in slot is of Hacksaw Games, and their bonus buys are minimum 600.

I bought a bonus of Big Bamboo. and won 220537 INR. that was whopping 27567x. This was the biggest winning for me. a life changing.

Due to their bank transfer withdrawal limitation of 49500 for each withdrawal i made three withdrawal request of 49000 INR each and 23000 INR. after waiting for few hours i can see that my request has been cancelled and money is showing as manual debit.

When checked my mail, they informed me that money has been confiscated due to bonus policy in which Player are not allowed to make a bet of more than 500. they also sent me a link with domain of casinodays, which is not working. I checked the whole Lucky Spins Website, but no such rule is mentioned anywhere. I am also attaching screenshot of casino and my winning.

I request to the admin of Casino.guru to please assist me to release my winning, and make sure that casino should avoid these kind of tactics. I would like to report this issue to some gaming authority as well.

Dear ithunhunt,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the bonus t&c https://luckyspins.com/in?bonus=true and I found this:

Wagering whilst having active bonus offer(s)

Whilst having an active bonus the maximum bet allowed is €/£/$5 per spin, €/£/$0.50 per bet line or for card and table games the total maximum stake is €/£/$5 until wagering requirements have been met. This includes double up wagers, gamble features or buying features.Lucky Spins reserves the right of voiding bets and winnings resulting from bets of larger amounts as well as applying a wagering penalty on current bonus(es). 

Our position 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

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,

Tomas

Dear ithunhunt,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.