LuckyPays Casino - Player’s withdrawal is delayed due to account restrictions.

Deposited 20 euros. Won about 1000 euro. Withdrew it but this was cancelled by the casino - they sent an email advising it was because i did not verify my documents but this had already been completed so was untrue. I continued to wager on the casino, slots and blackjack / roulette. In the end I withdrew 2840, but then security said I had exceeded the maximum bet rule - but this was never explained to me. It took security 3 days to reach this conclusion after all the kyc checks. Security could have advised of this at any opportunity, but didn't, as far as I was concerned my balance was withdrawable. Really sad practice as this is life changing money to me and instead I'm left fighting for it and i have significant mental health issues.

Dear hrnb1993,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with LuckyPays Casino. Please allow me to ask you a few questions to clarify the situation.

Have you accumulated your winnings with or without an active bonus? If you played with a bonus, please send me a screenshot or a link.

Do I understand correctly that all your winnings were voided by the casino?

Could you please confirm that all your identity documents were approved during the KYC verification?

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

I would have completed bonus wagering even excluding any alleged bets over their terms and conditions limits. My 1st withdrawal attempt was cancelled by the casino and my withdrawable funds returned to my balance even though these would later he confiscated. I continue to wager and win even more with my withdrawable balance. KYC checks were completed before my 1st withdrawal attempt being cancelled by the retailer. Most winnings were accumulated after the completion of bonus wagering

For the avoidance of Any doubt- I had completed KYC checks at the point of my first withdrawal. When LuckyPays cited I needed to verify - this was not accurate. Had my funds which were labeled withdrawable at this point been unwithdrawable, I certainly should have been notified at this point. Lucky pays have now blocked my account

The casino upon confiscating my winnings, reverted my account back to €20 with a good will gesture to play out the bonus again! Wow...

Our position towards the maximum allowed bet 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. My email address is veronika.l@casino.guru. 

If there is any other relevant communication between you and the casino, please send it as well. 

Thank you in advance for your cooperation.

Dear hrnb1993,

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.