Lucky Tiger Casino - The player's winnings were voided.

Requested withdrawal of $500 and waited the 7 business days. I signed on to see that the casino not only rejected the withdrawal but also kept the money. When I contacted them they said "but we deposited $28 back to your account and there is nothing else we can do". They said about me making bets at a higher rate which the site/casino itself doesn’t allow a person to do (it will be darkens and cannot click or reload to the main page). The play through of the bonus was satisfied and complete before I even played the slot to which the higher bet was even made on. Also, the play through was done over at least a month and a half before this had happened.

I understand a withdrawal being rejected for many reasons, especially online. However, if the play through is met how can the casino steal my winnings after rejecting the withdrawal, that’s some BS!

Hello Steve,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Lucky Tiger Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise which bonus did you use? Are you able to access your betting history? Was this your first ever attempt to request a withdrawal and is your account verified?

Looking forward to your answer.

Regards,

Nick

Hi nick,

First off thank you for taking the time to attempt and assist me. I believe the bonus was for bubble bubble 3. I could access my betting history, I would just need to find the correct set bc I finished the play through for it a while ago. Yes it is my first time trying to withdrawal and yes account is verified and all cards are verified. Everything was good to go. I contacted their customer service almost every other day to check the status and make sure everything was good to go. I was always told that the withdrawal was good, no issues and they will process it on the 7th business day. Then I checked on the 7th day and it was rejected.

Hello Steve,

It would be necessary to see the betting history as if you really did bet over the maximum allowed amount multiple times then the casino had right to void your winnings as it is against the bonus terms to do.

Please if you find it forward it to nikolas.b@casino.guru.

Regards,

Nick

Hello Steve,

Unfortunately we do not deal with the cases through telephone calls but it would be great to get the betting history from the date of your last deposit (the $28 which was also refunded back to you after they voided your balance).

Regards,

Nick

email sent with pics

Hello Steve,

We would require the betting history not the deposit history. I believe it will be faster to try to get in touch with the casino and request it from them. I will now forward your complaint to my colleague Adam who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Steve,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Lucky Tiger Casino to join the conversation and participate in the resolution of this complaint.

Dear Lucky Tiger Casino,

Can you please provide some more information regarding the aforementioned breach of terms?

Kind regards,

Adam

Hello Steven,

Thank you for contacting us.

We have checked the matter with the Finance representatives of Lucky Tiger. Please take into consideration that as per the company Terms and Conditions, during an active bonus, the maximum allowed bet is $10. Your winnings, ufnortunately, were voided due to exceeding the bet limit: one bet for $108.48 (04/10/2022 17:32:30), two bets for $11.08 (04/10/2022 17:32:10 - 04/10/2022 17:32:13), eleven bets for $12.29 (04/10/2022 17:30:58 - 04/10/2022 17:31:10) were placed. Please be advised that the wagering requirement was completed later on, 4/16/2022 4:58:01 AM.

Kind regards,

Lucky Tiger Casino team

Dear Lucky Tiger Casino team,

Thank you for clarifying the situation. Could I ask you please to forward supporting evidence of this to my e-mail, adam.m@casino.guru?

Kind regards,

Adam

Hi Adam thank you for helping assist in the matter. As far as I knew the beta were after the play through was met. I would get notifications and then booted from the game to the main lobby if anything were to be out side of the limits during the play through.

Hello Adam,

The evidence has been sent. Please let us know if anything else would be needed from our side.

Kind regards,

Lucky Tiger Casino team

I have received the evidence, thank you for your assistance Lucky Tiger Casino Team.

The evidence provided by the casino seems to show that the bonus LUCKYBUBBLE was redeemed on 1/8/2022, the free spins were completed on 1/10/2022, and wagering of the winnings from these spins was completed and converted to real money on 4/16/2022. Your game log also seems to show that a series of bets over the maximum of $10 was made on 4/10/2022, before the wagering was completed for the bonus mentioned.

Dear Lucky Tiger Casino team,

The player stated previously that attempting to make bets larger than the maximum would be blocked by the software when a bonus is active, is that incorrect?

Dear Adam,

Making bets over $10 while playing with a bonus is not being blocked by the software and there is no such a function. Thus, we highlight all bonuses terms and conditions including $10 bet limit upon verification call with all players apart from T&C confirmation upon registration.

Kind regards,

Lucky Tiger Casino team

Thank you for the clarification, Lucky Tiger Casino team.

Dear Steven,

As mentioned the casino has provided evidence that there were bets placed over the maximum amount. Can you confirm you were made aware of the term restricting the bet size with an active bonus?

Kind regards,

Adam

What about the 6k jackpot I won after that bonus was played through?

I was not aware of the $10 bet portion of the play through. I didn’t even know I was making a bet outside of any restrictions in general. My bets them selves I dont remember going above $5 on any game even. Is the game/slot mentioned as to which it was? I honestly have no idea. I’ve been trying to think of it since they first said this at the time I was supposed to get the withdrawal even though the entire week I was told "there are no issues and you’ll receive the withdrawal on the 7th day. I checked everyday bc I had something planned for my Vehicle.

Hello Steven,

All of the aforementioned bets were made on the slot game "777". Could I ask you to provide more information regarding the jackpot? Are you stating that you have won a jackpot after the bonus was wagered that has also been confiscated?

Kind regards,

Adam

Yes the jackpot was won after the bonus was completed. I won it in the Caesar’s slot. It was a 6k jackpot. That was won and it’s when I started my cash out withdrawals. Initially I wanted to take 2k but each day when I tried to withdraw like they said I can it was denied. However, I then wagered and lost the rest.

Hello Steven,

Just to make sure that I understand correctly, you tried to make a withdrawal but for some reason, it was denied.

After that, you wagered and lost the full amount?

Kind regards,

Adam

No I did not lose the 500 I tried to withdraw. I did lose the rest of the 6k jackpot. They denied my withdrawal and only gave 28 back saying it was a wagering issue that they said above. However the 6k was won outside of the bonus

Hello Steven,

Please clarify, you have played and lost the winnings from the jackpot yourself or they were confiscated by the casino?

Kind regards,

Adam

I played $5500 of the 6k winning. I had $500 in the withdrawal. When the 7 days ended they put $28 back into my account on the site and kept the rest. They said it was a breech of the deposit bonus. The bonus was ended before I won that.

Hello Steve,

Thanks for clarifying, I now understand. Can you please specify the date you requested the withdrawal? This should be visible in your account history, please screenshot any information you find and forward it to me here, or to my email: adam.m@casino.guru.

Dear Lucky TIger Casino,

While the evidence you have already provided does show breach of the max bet rule regarding the bonus, the player states that the money they were trying to withdraw was from winnings of a Jackpot, which was won sometime after the bonus was wagered.

Did the player win a jackpot after the completion of the bonus, and before the withdrawal attempt was made?

Kind regards,

Adam

Hello,

Please be kindly advised that the customer has never won a jackpot. He redeemed a regular match coupon LUCKYBUBBLE on January 8th, and finished it on May 17th with $1509. However, it was discovered that the bonus terms has been violated while the play, which led to deduction of the winnings. The initial deposit amount of $28 has been returned to the client`s gaming balance.

Please see attached the account history I sent you over email. It is from the moment the promo was redeemed till the withdrawal was requested. The period of time when the bonus conditions were applied is from 1/8/2022 7:09:03 PM to 4/16/2022 4:58:01 AM.

Kind regards,

Lucky Tiger Casino team

Dear Steve,

After a careful review of your betting history and other evidence supplied by the casino, the decision has been made to reject this complaint.

There is clear evidence to show that multiple bets were placed that were greater than the maximum allowed when using a bonus, as per the casino's terms and conditions:

"11.9. During an active bonus, the maximum bet per hand, spin, card, etc., is $10. This maximum bet rule will remain active until the wagering requirements have been completed. Betting above this limit will void the bonus and any winnings thereof."

As you had not requested a withdrawal immediately after completing the wagering requirements, the rules of the bonus were still applicable to any play that followed:

"11.4. A promotion is deemed completed only if you have fulfilled the wagering requirements and requested a cashout or if your balance is below $1. All wagering requirements/restrictions of a particular promotion will remain attached to your account while the bonus is yet active. New deposits to your account when your balance is $1 or higher will keep the remaining wagering requirements and restrictions of a previously uncompleted promotion."

The casino has operated in accordance with its terms and conditions in this case, so unfortunately there is nothing more we can do.

I am sorry that we could not be of more help.

Kind regards,

Adam