The player from Germany was unable to withdraw funds after his account was deactivated, with the casino citing a violation of bonus terms. He insisted that he had adhered to the rules, only wagering with real money after meeting the requirements. He requested clarification on the alleged violation. The issue remained unresolved as the player did not respond to the Complaints Team's inquiries, leading to the rejection of the complaint.
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 closed
Our verdict
Player stopped responding
REJECTED
Case summary
3 weeks ago
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1 month 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:
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1 month 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
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1 month ago
Translation
I have been verified since May 2024. With the bonus I got a 200 percent bonus and 100 free spins. I deposited 30 euros. My account is unlocked again. I also wrote to an employee and asked him what kind of game it was that I bet over the limit of 5 euros. He said it was Balloon Race by Evolution. I played that too but only with a 50 cent stake. I wanted him to send me something that proves that I bet over 5 euros. He said he couldn't do that. Instead, they now want the last deposit via Mi Finity. That was in August and Mi Finity doesn't store data for longer than 3 months so I can't prove it at the moment. However, I would like proof of my alleged bet of over 5 euros.
Edited
Automatic translation:
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1 month ago
Hello Lolek100,
Would it be possible to forward your full betting history (especially with dates when the bonus was active), along with the communication between you and the casino to nikolas.b@casino.guru for further review?
Awaiting your response.
Regards,
Nick
