Lucky Wilds Casino - Player's winnings are confiscated due to alleged breach of bonus terms.

I played the welcome bonus on slot machines and tried to withdraw 184 euro. But they claim I have breached the bonus terms by playing Live games. This is a complete lie. I ONLY played slots and I also looked at the bonus rules to avoid the forbidden slots.

I have asked them to specify what exact game they accuse me of playing but they refuse to do that. They just send a link to the bonus rules.

I know exactly the slots I played there and they are:

Bloodsuckers 2

Pollen party

Pixie wings

Steam tower

Madame destiny

Secret of the stones

Jungle spirit

These slots are NOT mentioned in the bonus rules! So they are obviously lying. And as I said earlier they are accusing me of playing LIVE GAMES, so they don¨t even know what they are talking about.

They have been ignoring my emails for months now. I can still log on to the casino but they have stolen the winnings and the deposit.

Dear hoshy,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Lucky Wilds Casino and understand your concern.

Could you please forward me your game history in Excel format together with a link to the specific bonus that you redeemed and played? You may request your game history directly from the casino. My email address is veronika.l@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, 

Veronika

I have asked them for this now, but I guess they will just keep ignoring me. Also I have forwarded an email conversation to you.

And here is the link to the welcome offer.

https://www.luckywilds.com/promotion/welcome-offer

Thank you for your email. Have you received your entire gaming history in Excel format? When you played with the bonus, did you see any pop-up warning that you were about to play a game that is excluded from wagering your bonus?

I have not received anything. They always ignore my emails.

I did not see any warnings. And as I said before I have NOT played any games that was not allowed. This casino have just made up a big lie against me.

Thank you very much, hoshy, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Lucky Wilds Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Hello there,

Thank you hoshy 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 Wilds Casino for their help in resolving this complaint. We would like to know how we can help resolve this issue.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Gaming Curaçao Authority (complaints@gaming-curacao.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter