LuckyNiki Casino - Player’s winnings haven’t been received yet.

After winning the jackpot, the balance was confiscated except for the amount deposited at that time.

This is what happened on August 21, 2022.

Since we were doing a 50% bonus campaign, I deposited $ 138.89 and played.

As shown in the attached image, you won a jackpot of $ 49972.03 within that balance.

I continued to play after that, but all the winnings were confiscated on August 23rd.

I filed a complaint about this matter, but it was forfeited because it was in violation of the bonus terms and conditions "(played more than $5 with the bonus received at the time of deposit".

However, despite the violation of the terms of use after winning the jackpot, it is in a state of being confiscated, including the amount earned before that.

I think this is inappropriate for the following two reasons.

(1) Since violations of the rules apply after winning the jackpot, it is not correct to confiscate the jackpot amount won without violating the rules, or the winnings obtained after the bonus conditions are met.

Shouldn't it be confiscated after confirming the play that violates the rules and the play that is not?

(2) Although it is stated in the terms of use, there may be a problem with the system that allows you to "play more than $5 when you have a bonus" in the first place.

Depending on the provider, there are places where the system is validated so that you can not play with a certain amount when you have a bonus.

In the current situation where there is no system support, it is expected that there will be a considerable number of users who are playing without noticing violations of the rules.

In the midst of all this, wouldn't it be strange to take measures to confiscate the game if it loses, and if it wins, it will be confiscated for violating the rules?

I request a refund for the above reasons.

We believe that the event of "the full amount was confiscated despite winning the jackpot" is not only an incident related to LuckyNiki Casino's credibility, but also an incident that affects the online casino industry as a whole.

Thank you very much.

Dear yabu,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear yabu,

Have you received your withdrawal from the casino yet?

Not received.

As described at the beginning, the balance was confiscated after applying for withdrawal, so withdrawal is not possible.

After that, I continued to communicate with the LuckyNiki support center,

The decision to confiscate, including the jackpot winnings, will not change, and they will not respond any further.

In accordance with LuckyNiki's Terms of Use, we will also contact the "eCogra ADR Service" and the "Malta Gaming Authority".

However, I contacted CASINO GURA to request a refund.

I would appreciate it if you could help me to get a refund for this.

Thank you for your reply, yabu. I checked the bonus T&Cs and I found this:

"8. While making bets to wager any deposit bonus/offer (free or deposit) or bonus credited for free spin winnings, the maximum bet permitted is 10% (min 0.10) of the bonus amount or 5 (eg, 5 EUR, 5 GBP, 500 INR) (the lower amount applies). Failure to comply with this rule means you are in breach of the deposit bonus/offer terms and We reserve the right to void and remove any winnings. A bet includes any special bet feature, any gamble function or any other type of wagering activity (regardless of its name)"

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.

However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. Please, also forward me all the relevant communication between you and the casino. My email address is kristina.s@casino.guru.

Thank you for the link you sent me.

If software enforcement is not possible, each case should be judged separately, so that only players who have broken the rule knowingly and systematically to gain an advantage are punished.

If a player who deliberately and systematically breaks a rule to gain an advantage is subject to sanctions,

It is clear that this case was unintentional.

In fact, the bet at the time of winning the jackpot is also $ 0.2, and it is clearly accusing the player's mistake,

You are being treated tyrannically.

We will send you an email about your play history and communication with the casino side.

Please see below for the address.

wi***rk@gmail.com

Thank you for your email, however, I have not received the required game history from the moment you started playing with the bonus. Please forward it as soon as possible, otherwise, we are not able to proceed with this complaint.

Due to the system of LuckyNiki, it is not possible to output the history in CSV and display it in a list,

If you specify the date and game, it seems that you can only make the history appear for each rotation.

I would like to forward it to you as soon as possible.

"I have not received the required game history from the moment I started playing with the bonus."

In what form should I send it?

If you send a capture of the entire history from the time the bonus is earned until it is confiscated, etc.

Since it requires a huge amount of data and time, we apologize for the inconvenience.

I would appreciate it if you could specify it.

Do I understand correctly that you are not able to export the full game history? Have you tried asking the casino to provide it to you?

I'm in the middle of a reminder, but there's no response at the moment.

We will send you all the data related to the violation once again.

Thank you for your kind support.

Dear yabu,

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.

We are currently demanding evidence from LuckyNiki.

It's been 14 days and I still haven't received it.

I received a message saying that I would receive a reply today.

I'm very sorry, but could you wait for a while?

I just sent you an email about your play history.

I have attached the file together, so could you please check the contents?

Thank you for the email, yabu. I see that you repeatedly breached the maximum allowed bet while the bonus was active. I understand your frustration and of course, we would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not standard practice yet. You were not stopped or blocked when you decided to increase your bet, and, as a result, you breached the maximum bet rule.

Sadly, there is not much I can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed. We would really like to help, but it is impossible for us this time.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.