Luckystar Casino - Player’s cashback bonus has been denied.

Im a vip player not recieving the cash back as promised and told vip account(that doesnt downgrade) is frozen/suspended for no reason, however is happy to take deposits etc... but pay no wins or bonuses due to suspended ( for no reason either)

Dear R,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand, that we can’t penalize the casino for taking away your privilege receiving further bonuses. I have checked terms and conditions, and this is what I found https://www.luckystar.io/content/terms-and-conditions:

"LuckyStar Casinoreserves the right to cancel any bonus or bonus program (including, but not limited to free money bonuses, deposit bonuses, reload bonuses and loyalty program) with immediate effect if we believe the bonus has been set up incorrectly or is being abused, and if said bonus has been paid out, then we reserve the right to decline any withdrawal request and to deduct such amount from your account. Whether or not a bonus is deemed to be set up incorrectly or abused shall be determined solely at the discretion of LuckyStar Casino."

I’m not claiming that you’ve abused your privilege in the past, only suggesting that it might be a possible reason. Could you please forward all the relevant communication between you and the casino to petronela.k@casino.guru? Have you been specifically promised that cashback bonus will be credited to you, or the privilege has been simply revoked and promotion discontinued?

Thank you in advance for your reply.

Best regards,

Petronela

Dear R,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.