The player from Germany is unable to withdraw her winnings after LuckyHour closed her account, claiming she used strategies to convert a bonus, despite her assertion that she complied with the terms and conditions. She seeks assistance in resolving the issue as she believes she has acted correctly.
LuckyHour Casino - Player’s account has been closed due to bonus dispute.
Amount: €3,717
LuckyHour Casino
Safety Index:HighSafety Index
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8.9
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Opened
Current status
Waiting for Casino Guru to reply
4d 5h 35m 27s
Case summary
3 days ago
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1 month ago
Translation
Dear Casino Guru Team
On January 28, 2025, I deposited €1010 at LuckyHour for a bonus. It was a 77% up to €777 bonus that I claimed in full and that my VIP manager sent me via email.
The verification went smoothly and the casino paid out the first €1000 until I received an email saying that they had closed my account because I had allegedly used strategies to convert the bonus.
I didn't win with the real money and with the bonus money I probably played Hotline by Spribe (since I can no longer log in, I can't say 100%).
Then I wagered with Limbo XY until the bonus turned into real money.
The games were allowed and I adhered to the bonus terms and conditions.
What can I do now? In my opinion, I have not violated any of the casino's terms and conditions and have done everything correctly.
I hope you can help me with this matter.
Automatic translation:
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1 month ago
Dear Ninosch,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.
Could you please forward me the email with the bonus offer you received from your VIP manager? My email address is veronika.f@casino.guru.
Were Hotline and Limbo XY the only games you played while this bonus was active, or did you play some other games as well?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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1 month ago
Translation
Hello, and thank you for accepting my complaint.
I have just forwarded the email to you.
I think I only played Hotline and Limbo, but since I can no longer log into the casino, I can't say with 100% certainty.
Kind regards
Automatic translation:
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1 month ago
Thank you very much, Ninosch, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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1 month ago
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 LuckyHour 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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3 weeks ago
Dear Ninosch, I am in contact with the casino representative, I will keep you updated about any new developments. Thank you for your patience during this time!
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2 weeks ago
Dear Ninosch, the casino representative provided me with an explanation of the situation but we found the casino's actions to be unfair. I have further discussed if any compromise can be made in this situation and am still awaiting a response. I will keep you updated about any new developments. Thank you for your patience during this time!
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1 week ago
Dear Ninosch, I have not received a response yet so I will give the casino an additional 7 days to respond otherwise I will be forced to close the complaint as unresolved. Thank you for your patience during this time!
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3 days ago
Dear Ninosch, the casino representative updated me that they have not fully reviewed your case internally. I will give them some additional time to respond. I will keep you updated about any further developments. Thank you for your patience during this time!
Casino Guru is examining the case
