HomeComplaintsLucky10 Casino - Player’s winnings have been confiscated.

Lucky10 Casino - Player’s winnings have been confiscated.

Amount: €5,000

Lucky10 Casino
Submitted: 29 Jan 2025
Case opened Current status

Waiting for casino to reply

4d 9h 41m 50s

Case summary

The player from Germany deposited €500 at Lucky10 Casino and successfully converted their bonus into winnings. However, the casino later voided these winnings, claiming a violation of bonus terms without specifying the issue, and has only refunded the initial deposit.

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Translation

Dear Casino Guru Team,


On January 27, 2025, I deposited €500 at Lucky10 Casino for the welcome bonus. It was a 100% bonus up to €500, which I fully utilized.

I won with the bonus money and successfully converted the bonus into real money.

I also completed the verification process and then requested the withdrawal of my winnings.

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Then today, I unexpectedly received an email from the casino. In this email, they claimed I allegedly violated the bonus terms, and for this reason, they have voided my winnings.

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They only returned my initial deposit made to receive the bonus.

I consciously adhered to the casino's terms and believe that I followed the rules.

In the email, they do not specify exactly what I violated.


I find this unjustified and am reaching out to you, hoping that you can assist me further.


Thank you very much in advance.






Automatic translation:
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Dear Ninosch,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Lucky10 Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

  • Did the casino cite any specific rules or terms and conditions that were allegedly breached?
  • Have you inquired to the casino for specifics after you were informed of the breach?
  • What games did you play to accumulate your current balance in the casino? (which slot games, live games, betting on sports?) 

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,

Tomas


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Translation

Hello, thank you for your answer.




I played with Hacksaw coins and Poseidon Xtreme and Fairy Dust to wager. I followed the terms and kept to the maximum bet.


Max cashout of the bonus was €5000.


I won a little more and the winnings were legally reduced to €5000 after the wagering by the casino.

No, they have not yet told me what I may have violated.



Automatic translation:
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Thank you very much, Ninosch, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.  

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Hello there,

Thank you Ninosch for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Lucky10 Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.

Thank you!

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Thank you for reaching out regarding your recent gameplay and bonus winnings. We have carefully reviewed your play activity, and we note that your session involved moving from a high-volatility game (COINS) directly to a low-risk, high RTP game (Poseidon Xtreme) with the apparent intention of fulfilling wagering requirements in a way that circumvents the intended purpose of our promotions.

As outlined in our General Bonus Terms & Conditions, bonuses at Lucky10 Casino are offered as a way to enhance recreational play and provide an extended gaming experience. However, promotional abuse is not tolerated, and improper bonus use, including strategies designed to gain an unfair advantage, may result in winnings being voided. Our terms explicitly state that bonus funds are not provided for risk-free wagering and that Lucky10 Casino reserves the right to take appropriate actions against play patterns that fall outside the intended spirit of the promotion.

We strive to maintain a fair and enjoyable gaming environment for all players, and to ensure that bonuses are used as intended. If you have any questions regarding promotional terms or fair play guidelines, our support team is happy to provide further clarification.

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Dear Ninosch, I am in contact with the casino representative directly and I'm awaiting further updates about your case. I will keep you updated about any new developments. Thank you for your patience during this time!

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Translation

Thank you very much for your efforts so far. I will wait for you to get in touch again and hope for the best until then.

Automatic translation:

Lucky10 Casino has 4d 9h 41m 50s to reply

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