The player from Austria was unable to withdraw his winnings, including a significant amount of 680 euros, which had not been credited to his account. Despite multiple attempts to contact support for information on individual bets, he received no responses and was eventually unable to reach the casino. The Complaints Team was unable to assist further without evidence of the uncredited bets or a betting history, which the player claimed he did not possess. The complaint was closed pending the player's ability to provide the necessary proof.
Luckybay.io Casino - Player's winnings have been confiscated.
Amount: €800
Luckybay.io Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
6.2
Luckybay.io Casino has a Safety Index of 6.2, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
yesterday
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1 week ago
Translation
I have had two instances where I won a significant amount and it wasn't credited to my account. The first time, I thought it might have been an error on my part, but the second time, my winnings of 680 euros were not credited.
Following this, I contacted support to find out where I could view the records of my individual bets. I received no response, and in fact, they completely stopped responding to me. I then contacted support via email and again received no reply. I even have a video of the correspondence, which shows that the support is just pretending to be ignorant.
Today, I received an empty email with no response, and now the casino is no longer reachable for me.
Automatic translation:
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1 week ago
Hello ifk8020,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any relevant communication along with your game history in Excel format to nikolas.b@casino.guru? Please advise the exact time of the incident.
Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.
Best regards,
Nick
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1 week ago
Translation
---------- Forwarded message ---------
From: IFK Steinb**** < ifk8020@gmail.com >
Date: Fri, Nov 1, 2024 at 9:45 p.m
Subject: need support
To:
I have attached the time and date as well as the recipient and sender. I have forwarded everything else. Thanks for your help!
Edited by a Casino Guru admin
Automatic translation:
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1 week ago
Hello ifk8020,
Thank you for providing the email. However, please note that a live chat conversation alone cannot be considered relevant evidence in this case.
Could you please forward your betting history, as requested earlier? Without visible proof of an uncredited bet in your betting history, we are unable to proceed further. If a bet does not appear in the history tab, it is considered not to have occurred.
Thank you for your cooperation.
Best regards,
Nick
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6 days ago
Translation
I don't have any betting history! I started this conversation with support so that I could check it!
Automatic translation:
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yesterday
Dear ifk8020,
Unfortunately, we cannot simply request the casino to provide the history without prior evidence. At the moment, we are unable to access the website as well.
Until you are able to provide evidence from them or your casino history tab (if available), we will unfortunately be forced to close the complaint.
Please feel free to request a reopening or contact me at nikolas.b@casino.guru once you have proof of your statement.
Best regards,
Nick
