The player from Greece experienced issues withdrawing €5000 in winnings after a reverse deposit. Despite providing the requested information, the casino canceled the withdrawal, claiming software issues, and withheld €3200. The Complaints Team reviewed the case and concluded that the casino's actions were justified due to a software error that led to the player accumulating winnings that were not legitimately earned. The player was informed that the casino had refunded €1884, but the remaining disputed amount could not be considered legitimate winnings. The complaint was ultimately closed as rejected, as the casino acted in accordance with its established rules.
LuckyKoala Casino - Player’s withdrawal is delayed and winnings withheld.
Amount: €3,100
LuckyKoala Casino
Safety Index:Below averageSafety Index
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5.4
LuckyKoala Casino has a Safety Index of 5.4, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 days ago
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2 months ago
Translation
They do not recognize the winnings from my money. On 11/10, I had €3400 in my account ready for withdrawal. However, I made a reverse deposit, canceled the withdrawal, played at the casino again, and won a total of €6400. I requested a withdrawal of €5000 and gambled the remaining amount, which I lost. The company then asked me for information to proceed with the withdrawal, which I provided. After 3 days, they canceled the withdrawal, claiming there was an issue with their software without notifying anyone, and they have withheld €3200 from me!!!! This is outright theft. I have screenshots and anything else you might need available!!!
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2 months ago
Dear nyojim,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.
Could you please specify which game did you play? Did you accumulate your winnings from one game only, or did you play several different games?
Could you kindly forward me the email you received from the casino after your withdrawal was canceled? My email address is veronika.l@casino.guru.
Am I correct in understanding that from the €5000 you requested, the casino confiscated €3200? What happened to the remaining winnings?
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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2 months ago
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In the game DEAD CANARY and TOME OF MADNESS are the winnings. I had the rest of the €3,200 in my account where I played to see if I could win.
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2 months ago
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how does this amount come about?
Why the application was working normally there was no hang
When I was playing because during this period they say it is 15:00 to 11:30 I had entered at least seven times eight. How do they prove that there was a problem with their software, why did they ask for the supporting documents all within three days? Why did they wait four days for the withdrawal of €3400 without asking for anything? There are too many questions that arise and none of them have been answered and I didn't get any answers either and see you again and a clear answer. Why are profits in the analysis of amounts recognized normally, I don't want them to be deducted from there?
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2 months ago
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All the answers they gave me are the same it's the one I sent you they haven't said anything more nothing below so I was asking in what time frame will the withdrawal take place when will they give a clear time in general all conversations with them are vague in no time frame and nothing clear
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2 months ago
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Yes, out of the 5000 they confiscated and the three 200 returned to me 1884 € without having justification and proof with whom and for what reason they have confiscated the specific amount. By that logic they should refund me the amount I had on Friday at three in the afternoon. To refund the money that was played In this period of time like my balance in the casino which was 3400 € and they had to wait three days for me to withdraw. Since there was a problem for them ie the profits I can confiscate the deposits I made don't they belong to me?
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2 months ago
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They also closed my account at my request which I had made months before the incident!!! The guys are huge scammers!!!!
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2 months ago
Thank you very much, nyojim, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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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2 months ago
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I have placed all my hopes in you. And thank you for being there to help us. Do we have any news?
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2 months ago
Dear nyojim,
I'm Michal, and I have taken over this complaint. I have reviewed this case, I will contact the casino to shed more light on this matter.
I would like to invite LuckyKoala Casino to join the conversation.
Dear LuckyKoala Casino,
I would be grateful if you could clarify the situation, as it appears that several events have transpired. Could you specify which winnings from which games are allegedly not due to the player? Additionally, which wins from which games have been deemed "genuine"? If there are any information that cannot be shared publicly, please forward it, including supporting evidence, to me at michal.k@casino.guru
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1 month ago
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Good evening and thank you very much for the important help offered, Do we have any news regarding my case? The people are scammers and according to an e-mail I received from the Curacao regulatory authority they are not even licensed. It has been sent to your e-mail
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1 month ago
Dear Michal,
We would like to inform you that we experienced a technical issue that allowed players to place wagers without using their own funds. This resulted in the player's account being scaled up dramatically and gaining an unfair advantage.
Since we treat fair gambling with utmost priority, the wrongly accumulated winnings were redeemed according to our Terms and Conditions and the player was informed. Feel free to refer to our Terms which the player breached, causing the accumulated winnings to be voided.
https://luckykoala.com/pages/terms-and-conditions
7.3.16. If LuckyKoala.com credits a customer’s account with winnings that do not belong to the customer, whether due to a technical error or otherwise, the amount will remain the property of LuckyKoala.com and the amount will be deducted from the customer's account. If the customer has withdrawn funds that do not belong to him/her prior to LuckyKoala.com becoming aware of the error, the paid amount will (without prejudice to other remedies and actions that may be available at law) constitute a debt owed by the customer to LuckyKoala.com. In the event of an incorrect crediting, the customers are obliged to notify LuckyKoala.com immediately via email.
Feel free to contact us if you require any additional information.
Regards,
LuckyKoala Casino
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1 month ago
Translation
They lie!!!! I had used equity. As you can see, my account has 3400€ that I had in withdrawal status that I canceled + 2000€ that I had made a deposit regardless of the 3400€ of the withdrawal !!!! They are thieves and scammers !!!!!! My earnings before As they say the problem they had why they don't return them to me? Why are they not giving me the money I deposited during the problem? Let them keep the profits. The profits were €2000, while from my account from Friday to Monday when they informed me, they went into deposits + the money I had In withdrawal status over €8000!!!!! They steal from me normally and think they will hide behind a paragraph which basically says nothing and proves nothing only words without evidence. I can't accept this thing please help me!!!!
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1 month ago
Dear LuckyKoala Casino,
Could you clarify which specific winnings from which games have been classified as "genuine"? The player indicated that they submitted a withdrawal request of €3400, which they subsequently canceled to continue playing. Was the technical issue identified in the player's gameplay prior to the withdrawal or afterward?
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1 month ago
Dear Michal,
We are reaching out to request a bit more time as we are still in the process of reviewing the details of this case. We want to ensure that everything is thoroughly checked before we provide an update.
Kind regards,
LuckyKoala Casino
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1 month ago
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See for yourself how they are scammers!!! Michal I have placed all my hopes in you !!! Thanks
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1 month ago
Dear nyojim,
I will make every effort to collect all pertinent information and evidence to gain a comprehensive understanding of the situation and the events that transpired. Additionally, I will seek to identify the most appropriate course of action that is acceptable to all parties involved. As this process may require some time, I kindly ask for your patience. Please be assured that I will provide an update as soon as it becomes available.
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1 month ago
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Thank you in advance for your effort. I hope a solution is found because all this is normal theft.
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1 month ago
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a week has passed and they are working for us!!!! Scammers normal!!!
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1 month ago
Dear LuckyKoala Casino,
Could you kindly share any updates regarding the ongoing investigation?
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3 weeks ago
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for a month now they have been mocking us as they do with all their users. They are scammers and there is no proof for anything they claim, all their answers are general and vague, the casino operates with fake signals from the curacao committee since they had a pre-approval and nothing more and this expired from 08/2024 the seat in Cyprus has only to do with the money and nothing more. scammers in a nutshell!!!
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3 weeks ago
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.
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2 weeks ago
Dear Michal,
We have forwarder the additional evidence for you.
Kind regards,
LuckyKoala Casino
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2 weeks ago
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Why don't you make it public you SCAMMERS from LUCKYKOALA ?
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2 weeks ago
Thank you for all the provided information and evidence, LuckyKoala Team.
Dear nyojim,
After gathering all the information and evidence, I was able to understand the situation that occurred, and the actions taken by the casino team were justified.
As previously communicated, the winnings in question were not accrued through fair means due to a software error that failed to accurately reflect multiple non-winning bets, primarily showing only the winning ones in the balance at that time. This discrepancy was subsequently rectified, and all players affected, including yourself, were duly informed about this. Following the deduction of the "unfair" winnings from your balance, it appears that you accepted this adjustment, as you continued to play normally and even made further deposits. This raises some questions regarding the timing of your complaint, which was submitted only after you experienced losses. Although I understand the software error was not caused by you, the rule 7.3.16. the casino team pointed out in their email to you from 14.10.2024 was applied correctly.
I recognize that the user experience in this instance is less than ideal however, it is important to note that even the most advanced systems in leading casinos can occasionally face issues as no system is always 100% flawless.
I understand that this outcome is not what you have hoped for, but I want to assure you that, as an independent party, we have carefully reviewed all the available information and evidence. Based on our assessment, the casino team has acted in full compliance with their established rules, and the deduction of the "unfair" winnings from your balance was indeed justified. The casino team has refunded you €1884, which appears to be the right thing to do, but unfortunately, the €3100 you are disputing cannot be considered legitimate winnings due to the software error.
I hope that my response has clarified the situation for you. Please let me know if I can regard your complaint addressed or if you need assistance with anything else.
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2 weeks ago
Dear nyojim,
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.
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2 weeks ago
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I was not asked about anything and therefore I did not receive anything. Yes, they returned to me in 1884. But with the money deposited during these days of the supposed system crash, shouldn't they be returned? In other words, do we recognize the problem only in withdrawals and profits? The winnings were made by wagering money and deposits, not by air, Shouldn't they be returned?
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1 week ago
Dear nyojim,
I understand that this situation is frustrating for you, and as mentioned, it has created a far from ideal user experience; sadly, the point you have now raised cannot be considered valid. The error in the system was during the specified period of time
Please review the email you received from the casino team and find this important information.
So the system has worked normally before and once the issue has been fixed after the specific time. You engaged in gameplay and, regrettably, lost your funds while the system was operating correctly. Therefore, there are no valid grounds to refund the losses incurred during regular gameplay. The amount of €1884 that you were entitled to has already been sent to you, and there are no valid reasons that can justify any additional compensation. Although you, of course, are free to have your opinion, based on the information and evidence we were able to gather, the actions taken by the casino team were indeed according to their established rules.
You certainly have the right to disagree with our findings and can escalate your case to the casino licensing authority if you still believe you are justified in your stance; however, based on all the above, we are unable to take further action on your case.
Please let me know if the situation has been appropriately clarified and I can proceed with closing your case or if you need assistance with anything else.
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1 week ago
Dear nyojim,
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.
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5 days ago
Dear nyojim,
I hope this message finds you well. As we have not received any further communication from you, I believe the matter has been sufficiently addressed. I understand that the outcome of your complaint may not have met your expectations; however, the casino team acted in accordance with their established guidelines, which necessitates the closure of this case as rejected.
I am sorry we could not be of more help on this occasion. Should you encounter any issues with this or any other casino in the future, please feel free to reach out to us, and we will try our best to help.
Best regards,
Michal
Casino Guru
