LuckyNiki Casino IN - Player's winnings were confiscated.

deposit 2500 INR and received 2500 bonus so real money balance 2500 and bonus balance 2500 i start playing real balance and earn 105787 and automatically added 2500 bonus balance in real money so real balnce be 108287 so I ask customer support that can I withdraw money he took his time and say yes I can then I request withdraw 101000INR but after few hours I got mail that withdraw decline then I log in my account it's show only 2500 and All my winning money erased I ask customer support again they say I reached bonus breached 5th time so automatically it's cutted and it's not happen 1st time BEFORE some time They already EAT 65000 INR for same thing BEFORE and this time i passed all their Bonus redeem point

Dear veermj1212,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with LuckyNiki Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Did the casino specify which bonus rules were broken? Could you please explain the reason why the casino confiscated your previous winnings?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

No they didn't specify only say that I ve reached bonus breach 5 th time in past already same thing happen to me and I miss 65000 INR before that same thing

But this time I already passed their bonus redeem and most importantly before I withdraw I asked customer support that can I eligible for withdrawal than he take some time and say yes then I withdraw it

Thanks for your reply.

Could you please send me the correspondence between you and the casino? My email is tomas@casino.guru

Dear veermj1212,

Thanks for your email. According to the live chat, you breached the max bet rule while playing with the bonus multiple times. Since you took the bonus of 2500 INR any bet above 250 was a breach of this rule.

Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets:

"The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time."

Please let me know if there is any information I overlooked otherwise your complaint will be rejected.

I'll await your reply.

Seriously they cutt off my hand most important after asked customer support twice I make withdrawl if I m not able for withdraw whose responsibility for that and if they didn't give withdraw why don't they reversed in my balance they took off all winning money I only request if not given money than add back in my balance it's not my fault totally customer support fault why I suffer

Add back money in balance that's Fair for both of us

it's not solution that u cutt all winning money without my fault

And you look my bets it's smaller quite smaller than Max bet if I bet 48 inr and won 60000inr in slot is this bigg bet you can check all bet under 250 INR their talking LIE and if I'm unable for that why customer support say yes after take his time and after show my account who responsible for that i just checked reedeem point that I already passed and bonus money automatically add in real money than I go to customer support for withdraw request

And what about if I lose 2500+2500 inr than no issue

Issue only start when I start winning without using their bonus balance so now pain came in their stumuch

They only lieing I didn't bet any higher I can show you all my bet

And one more thing in past they already snatch 65000 inr for damn this bonus breached matter but that time I ignore that it can be my fault but this time all fault from their side not mine

Please send me your bet history to my email at tomas@casino.guru so I may review it. I'll await your reply.

Thanks for your emails.

Please understand that bonus terms and conditions are active from the moment the bonus is awarded to you to the moment the bonus is either played down or the wagering of the bonus is complete. If you played with the real money portion of your balance, while your bonus was active, the bonus terms and conditions still apply, as for example you were still obligated to complete the wagering requirements of the bonus.

According to your game history, you made bets above the maximum while the bonus balance was active on your account, and therefore the casino confiscated your winnings.

In the future, I'd recommend you adhere to the maximum bet rule for bonus play any time you claim a bonus in a casino.

I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.