LuckyWins! Casino - Player's winnings reduced to bonus limit.

I made a Friday 40 free spin deposit and used up the 40 free spins.

To my understanding in the cassinos terms and conditions it says, to relieve the Friday free spins you must have used the welcome bonus.

To My knowledge I haven't used the welcome bonus.

UN aware that was a requirement for the Friday free spins.

They were applied and added to my account anyway. 40 free spins Aztec bonanza.

I play my real money. Then I claim the 40 spins.

I read the terms and conditions first. And see they clearly say maximum winnings of $200 and bet of $5.

I make $0.60c bets and win a total of $14.00.

I then continue to bet and end up wagering the required amount which I believe to be 40x.

Once that is done I keep playing and end up winning $7000.00NZD

I take a photo of my winnings and then I go to withdrawal and its completely gone with $200.00 remaining in my account.

No where in the T&Cs does it clearly say that the maximum withdrawal is $200, it only states winnings, which normally means money made during the free spins.

To my knowledge of the many current cassinos I am registered with have I ever come across such outrageous bonus terms.

I did in fact re read the T&Cs I see it as a scam to take vaunrable peoples money as the context of the bonuses are not clearly stated or written in the promotion section.

This is very confusing for people and should be reviewed and amended by a professional at the cassino or online via email. If only they replied back.

Hello AnnieYum,

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? Did you ever claim any bonus previously? When was the last time you spoke to the casino and what was it about?

Based on the casino terms it would't really make a point if your max win can be $200 as you could still play and withdraw any amount so they would not even mention it. Many casinos state it that way and it is always whether maximum winnings or withdrawals but still meaning the same.

Looking forward to your answer.

Regards,

Nick

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

Hi Nick, thank you for your response.

Moving forward, yes my account is already verified and as soon as i registered i uploaded all nessasary documents which could have only been about 2 weeks ago. I had my first withdrawl (not received yet) about 7 days ago and they declined it multiple times for proof of address and incorrect bank details which in fact were correct. That would have been the last time i spoke with them. For this win I have complaint about, I new it would be a night mare to talk through chat as they end the conversation when the issue is not even resolved. So i spoke in chat asking for a manager to email me directly as the robot was not understanding my concerns and basically brushed me off. I left my name email address and my concerns. Previously I have claimed the spin wheel bonus (SILVER) and I do believe I tried to do the welcome one I can't recall if it worked or not. Apparently you have to do the welcome bonus in order to do the 40spin bonus? But I can't recall reading that information in T&Cs, however! I won after wagering my bonus. The total bonus win was $14 give or take. I made $8 bets gradually knowing when you have a bonus I believe it is $5 bet Max. However. It was already wagered. By far wagered. So any win after the fact I should be entitled to. Very disappointing to be honest I am very familiar with T&Cs and always be cautious when using bonus. Thnak you for responding and will hear back from you soon hopefully.

Hello AnnieYum,

We believe that once the wagering is finished, the bonus rules should not apply anymore. Can you please forward your betting history to nikolas.b@casino.guru?

Exactly My thoughts. However I went to screen shot history and its only showing last 50 and all I have is the actual screen shot of the win.

Hello AnnieYum,

Can you please clarify how much was your balance when you finished the wagering requirement? Was the bonus balance generated from the free spins moved to real money balance after you finished the wagering of it?

I'm not sure on the balance when wagering was completed. I did email you aswel. Yes it was moved to real money and withdrawalable. I withdrew and not even 5 minutes later the complete balance was taken and they left me $200 withdrawalable....

Hello AnnieYum,

Can you please clarify from which e-mail did you forward it as I could not locate any e-mails from you.

Dear AnnieYum,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi sorry, I thought I had sent a reply to you via email but turns out I haven't. In regards to the betting history it doesn't show It. I have emailed lucky spins with requesting this information and still no reply. No reply on anything. I can still log in I can see upto 50 bets. And selected dates. I do however have a screen shot Of the win.

Thank you AnnieYum for all the information forwarded. As there are still some unclear details, I will be forwarding your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Cheers Nick.

Hello there,

Thank you AnnieYum 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 capped if the wagering has been completed beforehand.

Thank you!

Dear Leeanna and Casino Guru team,

We are sorry to hear about your experience in our casino. Nonetheless, we're always striving to do utmost to provide the best possible entertainment and service in our casino. 

However, we see that once your real funds have been exhausted from the balance, you have claimed Free Spins from Happy Friday Bonus (can be accepted or declined). According to our Bonus Terms and Happy Hour Bonus specific terms, any win generated from the free spin winnings are capped to 200 NZD, and any excessive amount is cut by the system as soon as you meet the wagering requirements.

Screen shot attached:

As soon as I have met the wagering requirements my balance was not cut. It was only cut when the nearly $7000 was won. Technically if that is your bonus terms and conditions it would have been cut long before the winnings.

Thank you for the clarification LuckyWins! Casino representative. Could you please provide me with the betting history of the player so I can review it further? You can provide any information to my email peter.c@casino.guru. Thank you in advance for your cooperation!

Dear AnnieYum, the casino representative contacted me that he is unable to provide me with the requested information from the platform back office without NDC agreement, however, I was told you possess all the transactions on that day in the transactions history. Could you please provide the aforementioned information to my email? (peter.c@casino.guru) Thank you in advance for your cooperation!

Dear AnnieYum,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi will email you now.

Dear AnnieYum, as the casino is unable to provide me with the betting history and they didn't provide you with the full history either I can only recommend contacting The Gaming Authority as they have more options and tools to help players. To submit a complaint you will need to contact Curaçao Antillephone N.V. (complaints@gaminglicences.com), I will provide you with a guide on how to contact them to your email. Please let me know how they responded to my email (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Dear AnnieYum,
We hope this finds you well. We would like to ask you to provide an update regarding this case, which was previously marked as "Waiting for Regulator" on our website. Your complaint has now been automatically reopened, and we are eager to know if there have been any recent developments or resolutions since our last communication.
If the ADR or the Licensing Authority has resolved things in your favor, please update the thread and send over the official statement to my email. Alternatively, if the ruling favored the casino, your insights are just as crucial.
We understand that some time has passed, but updating your complaint will allow us to take appropriate action, such as issuing black points to the casino in case the ruling is in your favor or warning other players and users about instances where the authority supports the operator.
We truly appreciate your cooperation, and your response would be of great assistance to us.
Thank you in advance for your reply.

Hi no I haven't had any response I can only go on betting history previous 60 spins or 50 so it does not show unless the provider can access it I am only able to access limited betting history which I have provided. However I did also provide screen shot of the win.

Nothing has been resolved and the cassino is not co operating so I'm at a stand still.

I most definitely want other players to be cautious as this is not fair. I have 3 trusted sites I play on and I'm verified I have no issues what so ever. I always make sure I read the terms and conditions and I am wanting to warn other players to be cautious at the least. And would not recommend this site what so ever. Extremely unfair and should be dealt to accordingly.

Dear AnnieYum,

My name is Kubo, and I am taking over the resolution process for your complaint.

Could you please let me know if you have submitted an official complaint to the Curaçao Antillephone N.V. Gaming Authority as advised by my colleague Peter? If you have, could you forward me the correspondence with the authority, including any replies you have received to my email address at jakub.m@casino.guru?

Thank you for your cooperation.

Best Regards,

Kubo

Dear AnnieYum,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I have emailed you on the email address you gave. 1 week ago now. With me sending the complaint info and no replies

Dear AnnieYum,

I apologize for the delayed response and for the previous message - it was an automatic system reply. 

As I have already mentioned in the reply to your email, the evidence you've provided is insufficient. I asked you to send me the email you've sent to Gaming Authority as attachment of your message. You've sent me the screenshot of your email communication twice. Additionally, I asked you to write the proper summary of your issue to the authority instead of copy-pasting entire this thread to the message and sending it to the regulator without providing any contextual explaination. To submit a proper complaint to a regulator, I kindly recommend reviewing the article at https://casinoguru-en.com/submitting-complaints-to-regulators.

Thank you for your understanding.

Dear AnnieYum,

Is there any update on your case? Were you able to submit a proper complaint to the regulator? If so, please forward the email message to my email address.

Thank you.

Dear AnnieYum,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate this case further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

Best Regards,

Kubo