The player from Germany is unable to withdraw funds after his account is deactivated, with the casino citing a violation of bonus terms. He insists he adhered to the rules, only wagering with real money after meeting the requirements. He requests clarification on the alleged violation.
LuckyWins! Casino - Player's account has been closed due to alleged bonus violations.
Amount: €610
LuckyWins! Casino
Safety Index:Above averageSafety Index
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7.8
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Case opened
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Waiting for Casino Guru to reply
2d 16h 41m 36s
Case summary
4 days ago
Public
Public
5 days ago
Translation
Hello, I can't believe what just happened to me at this casino. I requested 3 withdrawals and still had 250 euros in my account, I believe. Then, I was supposed to log in again, but it didn't work because they deactivated my account. They claim I violated the bonus terms by betting too much money while playing with bonus funds. That's absolute nonsense; I know you can't bet more than 5 euros, and I didn't. They should show me the game and the bet I supposedly made. This is an absolute outrage. I wagered 2400 euros and then made higher bets with real money. But it seems I'm not the only one this has happened to at this casino, as I've read. Please help me; I have never violated the bonus rules.
Automatic translation:
Public
Public
4 days ago
Hello Lolek100,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with LuckyWins! Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise if your account is already verified and if yes, since when exactly?
- What kind of bonus did you use exactly?
- Is your account currently still closed?
- When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
Casino Guru is examining the case
