Lucky Wilds Casino - Withdrawal of player's winnings was delayed.

Use of vague wording and manipulation with legitimate player’s winning by Luckywilds casino

I played at the Luckywilds casino using their bonus. After I withdrew 665 euros, I received the following message from the casino:

"We are contacting you from Luckywilds customer support.

I have received confirmation from the relevant department, and they seem to have confiscated your winnings because, apparently, you did not comply with the casino's bonus rules.

According to the casino's interpretation, the following rule applies:

"Bonus activation and play imply your agreement with our bonus policy. In our policy, under 'Wagering contribution,' it is clearly stated that any game with a bonus 'buy feature' has a 0% contribution. Wagering on this group of games can result in the confiscation of both the bonus money and any winnings generated from the bonus."

Now, one might assume that what is prohibited is purchasing a bonus feature while playing with the bonus. However, here is the issue: According to Luckywilds casino's peculiar logic, playing games that merely contain the feature is also prohibited. You don't have to use the feature; just playing the slot itself will inevitably lead to the forfeiture of your winnings (all of them).

I find this rule to be, at best, vague. In fact, it appears to be a mechanism designed to unjustly take away legitimately earned winnings from players (hundreds of slots today contain Bonus buy feature).

I hope that the casino can acknowledge the fact that I never engaged in buying bonus buy feature (not even once). Simply playing a game that contains the feature as an option - should not, in my opinion, result in the confiscation of my winnings. It seems evident to me that if they decide otherwise, they might have ulterior motives in mind (although I still hope this is merely a misunderstanding, and I will eventually receive the winnings I rightfully earned)."

Dear amirlana1975,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

The casino already confiscated the winnings from my account. Only deposit left there. What to wait for?

Please read my complain, I explained all there. There is no point to wait 14 days as they already informed me that they confiscate my winnings!

Thank you for your reply, amirlana1975. I apologize for the misunderstanding. The first message was automatically generated based on the answers you provided while submitting this complaint.

Could you please clarify which bonus you activated? If possible, please share with me a link or promo code you used to activate the offer.

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Hello.

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

It was regular welcome offer 100% match bonus.

Thank you very much, amirlana1975, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.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.  

Tank you.

Hi amirlana1975,

I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite Lucky Wilds Casino to join the conversation and contribute to the resolution of this complaint.

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.

Hi amirlana1975,

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 Curacao Gaming Authority (https://www.gaming-curacao.com/) and submit a complaint to them (bottom of the page). The Gaming Authority has more options and tools to help players. Please let me know how they responded (peter.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter