Luckybay.io Casino - Player's funds blocked due to unclear bonus rules.

It won't let me enter 0.2158LTC so I put 2158LTC.

I believe this casino is the worst I have ever played at and I have played at some real crap holes.

I believe their score at this site should be drastically altered, based on my experience.

I signed up and used their welcome bonus and noticed that when I had a win of ~$154 it was not added to my balance.

I asked live support why and they said email support, so I did.

Eventually they said that any win over $20 is removed.

That's right, any win on any spin that is over $20 is not credited.

Astounded I decided to play with cash instead next with no bonus as those terms are ridiculous.

My balance was something like $0.07 but to be safe I asked support to remove any active bonus and they stated:

"All promotions are now cancelled and expired. "

I also looked under Active Bonuses and it was empty.

And so I deposited $50 cash with no bonus.

I did probably about $250 of spins but noticed I could not withdraw.

I noticed then it said that wagering was 82.94% complete which seemed odd, but I did another $50 or so wagering and figured that would be enough since I asked live chat what the wagering was and they said "$20". Astoundingly the wagering was now only 83.32% complete.

I knew this couldn't be right so I emailed them again, they then said wagering was 5x.

I asked why, if it was 5x, a $5 bet only lowered the Wagering Required by 0.03% instead of 2%, had no response, complained about no response and then they gave me this, frankly shocking response:

"Dear user, 

If you wish to be blocked, and get the money you have left withdrawn No worries. 

Don't threathen the support team and please read what is said. 

The wager amount that you have is not % based on your latent deposit. It is with the deposit you made before and the latest one. The fact that you are losing does not affect the language and way that you speal with the support. 

Once more, the wager is 5 x. But the % is not based on your 5 x oj the latest deposit. "

So- what they are saying is that if you have ever taken a bonus with them, you will NEVER be able to withdraw your money until you have cleared absolutely every single bonus that you have ever claimed and failed to clear with them.

This needs to be noted on their review here as I have never seen more unfair terms.

Thank you for hopefully bringing light to this, I do not care about my balance there, they can keep it as I never want to log back in- I just want people to know not to play there.

Hello SGDEVIL88,

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

Could you please advise if your account is already verified and if yes, since when exactly? How many deposits and in what sum did you make in total? When was the last time you spoke to the casino and what was it about?

Can you please forward your deposit, bonus and betting history to nikolas.b@casino.guru for further review?

Looking forward to your answer.

Regards,

Nick

Hello, No I am not verified I don't think so I only just signed up. In total I have deposited $250. The first $200 and then the second $50 mentioned before. The excerpt I copied into the original complaint is the last time I heard from them.

This was the only other communication that wasn't mentioned:

"Dear user, 

The amount to be wagered is 5x times the deposit. 

Kind regards

// Support "

To which I reply

"Ok, please explain then why a $5 bet decreases my Wagering Required by just 0.03% instead of 2%?"

And they say:

"Dear user, 

All your deposit do count. So for instance if you made a deposit of 10 euro and started to wager and then made a deposit of additional 20 euro, the system counts in every deposit. From that the system makes a % and shiws you. 

It does not mean that you made a spin of 2 euro and the system counts this against your latent deposit of for ex. 20 euro. 

Kind regards

// Support "

Hello SGDEVIL88,

How much was your casino balance before your last deposit? Would it be possible to forward your full deposit and betting history to nikolas.b@casino.guru?

I cannot currently, as there site just says "We’ll be back soon!

We work hard to provide you with the best experience. check again in 5 minutes"

It was only a few cents, like I said, and I asked them to clear any active bonus, which they said they did.

Hello SGDEVIL88,

We find it unfair that the casino requires you to wager all of you previous deposits specially if you didn't have any remaining balance from the first deposit. I will now forward your complaint to my colleague Matej (matej@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello SGDEVIL88,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us how the bonuses work?

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.

Hello SGDEVIL88,

I hope you don't mind, but I'd like to try an alternative way to connect with the casino via Skype. I am extending the deadline by an additional 7 days.

Hello SGDEVIL88,

I apologize for the delay, but the casino representative assured me that they would look into your case. However, I have not received any response yet. Rather than continuing to wait, I will close this case as unresolved and reopen it when the casino provides an explanation.

We’ve reopened this complaint at the request of Luckybay.io Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Hello SGDEVIL88,

I received an email from a casino outlining their deposit wagering policy. It's common for casinos to require players to wager their real money deposits, typically around 3-5 times. However, in this instance, the remaining wagering requirement from a lost deposit is carried over to all subsequent deposits, which we find to be unfair. The casino did mention that if you decide to close your account, any remaining balance will be refunded to you, which I consider to be a reasonable resolution in this situation.

Dear SGDEVIL88,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of SGDEVIL88. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

What do you need from me?

I don't care about the few dollars I had left in my account there, I just wanted people to know about this casinos dodgy behavior when checking here.

Dear SGDEVIL88,

We received a request from you to reopen your complaint, and we have done so since you did not respond previously. We understand your frustration with the situation, but please note that the casino has offered a refund for the money remaining in your account. We consider this to be a fair resolution. It is common for casinos to have wagering requirements, even for real money deposits made without a bonus, to prevent money laundering. Although the wagering in this case is a bit unusual. If the casino is willing to refund the money to players in situation like yours, we see no issue with that.

If you see no issue then I guess we are done here but I must say that's pretty disappointing that you are willing to defend this casinos behavior.

The wagering on real money deposits is common. I know it caused you an issue, but the casino agreed to refund the money to your account without the wagering. We see this as a good resolution. Therefore, I believe we should close the case.