The player from Finland had won €800 after fulfilling wagering requirements on a bonus but had their account closed suddenly. After contacting customer service, he learned that the casino had denied the withdrawal of €500, claiming that the maximum win on the bonus was €100, despite the player having won after completing the requirements. Upon review, it was clarified that the promotion had not been available to players from Finland, and the winnings were adjusted in accordance with the terms. The player agreed to the explanation, and the issue was marked as resolved.
LuckyWins! Casino - Player’s winnings have been confiscated.
Amount: €100
LuckyWins! Casino
Safety Index:Above averageSafety Index
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7.8
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 months ago
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4 months ago
Translation
I received 5 free spins at this casino with a bonus code and won just over €1 with them. I then played another game where I initially won €80 and continued playing for a while. After fulfilling the wagering requirements for the bonus, I increased my bet to €1 and eventually won €800. I immediately withdrew €500 and left the remaining amount in my account. Suddenly, while playing, my account was closed, and I could no longer log in. I contacted customer service to find out why my account was closed and what would happen to my withdrawn funds. Later, after they reopened my account, I received a reply saying that the maximum win with that bonus was €100, so they canceled my withdrawal request and returned €100 to my account. Can they really do this? I won the larger €800 after completing the wagering requirements, not during, so surely they can't deny my winnings? But that's what they did. In my opinion, if I've completed the wagering requirements for the bonus and then won €800, that entire amount should rightfully be mine, shouldn't it? I did withdraw the €100 they returned to my account. But dear Casino Guru, can you help me retrieve the missing €500 to my bank account?
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4 months ago
Dear Jarski88,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please post a link or promo code you used to activate the bonus?
- How much money did you have in your casino account when the wagering requirements were completed?
Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
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4 months ago
Translation
I used the code XMAS02 which gave me 5 free spins. With those free spins, I won about €1 and when I was able to recycle that, I had about €70-80 in my game account. There are screenshots of the conversation we had.
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4 months ago
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Here's a screenshot of the withdrawal request.
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3 months ago
Thank you for your reply, Jarski88. Do you see in your user profile that the real money and bonus money balance are divided? Were your initial bonus winnings transferred to the real money balance after you completed the wagering requirements?
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3 months ago
Translation
Yes, it shows the bonus and real money separately. Yes, those winnings were transferred to the real money balance when I had fulfilled the recycling requirement.
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3 months ago
Thank you very much, Jarski88, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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3 months ago
Hello there,
Thank you Jarski88 for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask LuckyWins! Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.
Thank you!
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3 months ago
Hi,
We understand and sympathise with the player’s frustration about this situation.
However, after a careful review of this complaint, our own records and the timeline of events, we are sorry to say that the decision to adjust the player’s balance was applied correctly. We also have to acknowledge that we overlooked an important detail when the player contacted us for the first time and the player’s eligibility for this promotion was not checked thoroughly.
The player took part in the Lucky Xmas Wins promotion. For the full text of Terms and Conditions that apply to this promotion, please see the bottom part of the linked page:
https://www.luckywins.com/christmas-calendar
The adjustment to the player's winnings was made entirely in line with the Terms and Conditions of this promotion, specifically this point:
"5. Maximum winning from no-deposit bonuses (including no-deposit FS bonuses) is 100 EUR/USD/AUD/CAD/NZD, 1000 NOK, 0.004 BTC, 1.4 LTC, 0.06 ETH, 0.8 BCH, 1478 DOG, 100 USDT. Maximum winning from cash bonuses is 5000 EUR/USD/AUD/CAD/NZD; 50000 NOK; 0.2 BTC; 70 LTC; 3 ETH; 40 BCH; 73900 DOG; 5000 USDT."
The Terms and Conditions also clearly state that the promotion is not available for players from Finland.
"10. This promotion is not available to players from Finland."
To ensure accuracy, we verified that no promotional messages related to this offer were sent to this player or any other players from Finland.
We acknowledge that this detail should not have been overlooked by our customer service team and that the player should have been informed of this during their first contact and have their eligibility for the bonus checked more thoroughly.
We hope this clarifies our position on this matter and explains the reason for this decision.
Kind regards,
Lucy @ LuckyWins
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3 months ago
Thank you for the update LuckyWins! Casino representative.
Dear Jarski88, does this clarify why your winnings have been capped and we can we consider this issue resolved? Let me know!
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3 months ago
Dear Jarski88,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Peter
