HomeComplaintsLuckyWins! Casino - Player’s winnings have been confiscated.

LuckyWins! Casino - Player’s winnings have been confiscated.

Amount: €500

LuckyWins! Casino
Safety Index:Above average
Submitted: 02 Dec 2024
Case opened Current status

Waiting for Casino Guru to reply

0d 23h 39m 18s

Case summary

6 days ago

The player from Finland won €800 after fulfilling wagering requirements on a bonus but had their account closed suddenly. After contacting customer service, they learned that the casino denied the withdrawal of €500, claiming the maximum win on the bonus was €100, despite the player winning after completing the requirements. They are seeking assistance to retrieve the missing €500.

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2 weeks 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 I contacted customer service to find out why my account was closed and what would happen to my withdrawn funds.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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2 weeks 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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2 weeks 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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2 weeks ago

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2 weeks ago
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Here's a screenshot of the withdrawal request.

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1 week 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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1 week 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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1 week 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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1 week 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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6 days 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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