The player from Ukraine had experienced a loss of money due to unclear stake specifications for a bonus spin. He had claimed that the maximum bet limit was not stated in the bonus itself. The Complaints Team had checked the Bonus Terms and Conditions and found that a maximum bet limit was specified, and breaching this rule led to all winnings from the bonus being confiscated. The player could not recall how many times he had breached the maximum bet. Due to this, and the fact that the maximum bet rule was an industry standard, the complaint had been rejected.
Lucky7even Casino - Player complains about unclear bonus conditions.
Amount: $48
Lucky7even Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
5 months ago
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Public
5 months ago
Translation
They took my money because the bonus didn't specify what stake I could use to spin.
Automatic translation:
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5 months ago
Dear Fanik23,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Lucky7even Casino. I have checked the Bonus Terms and Conditions, and this is what I found:
2.2. The maximum bet while wagering is 5 EUR (5 USD, 7.5 CAD, 7.5 AUD, 7.5 NZD, 50 NOK, 25 PLN, 380 RUB, 700 JPY, 90 ZAR, 430 INR, 30 BRL, 0.0003 BTC, 0.004 ETH, 0.07 LTC, 0.05 BCH, 75 DOG, 5 USDT or equivalent in another available currency), unless otherwise specified. The maximum bet limit includes bets doubling after a game round has been completed and bonus rounds (purchased within the game). Breaching the maximum bet rule leads to all winnings from the bonus confiscated.
Our position is closely explained in Fair Gambling Codex. 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 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
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5 months ago
If you breached the maximum bet just once by mistake, there would be a higher chance of helping you. However, since you do not remember, it seems that you broke the rules more than just once (since you were not aware of any maximum bet being present). I am truly sorry but as I mentioned in my previous reply, we do not penalize casinos for having rules with maximum bets during bonus play.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
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