The player from Austria is unable to withdraw winnings, including a significant amount of 680 euros, which were not credited to his account. Despite multiple attempts to contact support for information on individual bets, he receives no responses and is now unable to reach the casino.
Luckybay.io Casino - Player's winnings have been confiscated.
Amount: €800
Luckybay.io Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Case opened
Current status
Waiting for Casino Guru to reply
3d 18h 4m 29s
Case summary
3 days ago
Public
Public
5 days 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:
Public
Public
4 days 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
Casino Guru is examining the case
