LuckyPays Casino - Player’s winnings have been confiscated.

Hello,

I created an account at luckypays.io and played, winning nearly 44,000 euros without any bonuses or similar promotions. The next day, I received a call from an account manager who informed me that I'm just a standard player with them, and that there's a win limit of max 5,000 euros within a 24-hour period, which is mentioned in their terms and conditions 8.1.1. After some discussion, they agreed to let me keep 10,000 euros but took 34,000 from my account. Is it legal for a casino to do this? It feels like I've been robbed.

Dear Huskoo,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you're experiencing with your account at luckypays.io.

To help us better understand your situation and move forward with your case, could you please provide the following details:

• Communication Records: Can you share any correspondence or records of the call with the account manager who informed you about the win limit and the subsequent agreement?
• Account Information: Are there any additional details about your account status or interactions with the casino that you think might be relevant?
• Accumulated winnings: Have you activated any bonus when placing your last real money deposit?

If you have any relevant communication that you haven’t already shared, please forward it to petronela.k@casino.guru.

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,

Petronela

Hello,

I was called on the phone so I don't have a chat or anything like that, but I have screenshots where it can be seen that they have removed around 34,000 from my account.

I also have the number of the person I spoke with in case it would be interesting.

I did not use any bonus when I deposited money into the account.

Hi Huskoo,

I have reviewed the general terms and conditions and found the following (here):

8. Payment of winnings

8.1 All cleared winnings will be credited to your account and will be available for withdrawal, subject to these Terms, our security reviews, and to any withdrawal limits which we may impose from time to time, and which we will communicate to you prior to the submission of your withdrawal request. As at the time of writing, our default withdrawal limits are:

(a) a maximum of €4,000 per day (or equivalent in any currency); 

(b) a maximum of €10,000 per week (or equivalent in any currency); and

(c) a maximum of €20,000 per month (or equivalent in any currency).

8.1.1 Maximum cumulative profit on all Casino Games (excluding any progressive jackpot wins) in any 24 hours rolling window by each customer shall be capped at Eur 100,000 (or currency equivalent) for VIP users, Eur 25,000 (or currency equivalent) for medium tier users and Eur 5,000 (or currency equivalent) for standard users. If a bet or wager is made by you that takes your profits over the limit within the 24 hours rolling window you will be paid out up to Eur 100,000 for VIP users, Eur 25,000 for medium tier users and Eur 5,000 for standard users (or currency equivalent) for non-VIP users, and any excess profits may, at our discretion, be be voided entirely.

Even if the terms differentiate between VIP players and standard users, we believe that winnings from real money should never be capped.

• Could you please confirm if you received at least €10,000 from your total winnings?
• Additionally, how much have you deposited in total?

Thank you.

Hello,

I've had 10,000 paid out from the game account but it hasn't arrived in my bank account yet.

I deposited 550 euros of my own money

Thank you very much, Huskoo, 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.  

Hello Huskoo,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to see if I can help.

We would like to invite LuckyPays Casino to join the conversation.

Dear LuckyPays Casino,

While I recognize that your terms and conditions do outline a maximum cumulative profit on all casino games within a 24-hour period, according to our fair gambling codex, we do not deem such rules to be fair when applied to real money play unless mandated by laws or regulations.

In our commitment to improving the online gaming industry by promoting a secure and fair environment for both players and casinos, I kindly request that you reconsider your decision to forfeit the player's winnings. If the player has earned their winnings in line with your established industry-standard rules, it is only fair that they receive the full amount.

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.

Dear Huskoo,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. As I mentioned previously In our commitment to improving the online gaming industry by promoting a secure and fair environment for both players and casinos we do not consider the rules the casino has used in your case to be fair when applied to real money play unless mandated by laws or regulations. To our knowledge, no such rule is required in Costa Rica. Unfortunately, the casino team has not reacted to my inquiries, leaving us with no alternative but to categorize this complaint as unresolved- Against fair gambling Codex.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. Although LuckyPays Casino appears to be licensed in Costa Rica, it's unfortunate that there is basically no player protection provided by the licensing authority in Costa Rica. Since there is no avenue to file an official complaint with the licensing authority, there are no further actions that can be pursued. I can only recommend that you choose casinos based on their reviews and ratings in the future to avoid situations like this.

I am sorry we could not be of more help on this occasion.

Best regards,

Michal

Casino Guru