Lukki Casino - Player’s winnings are confiscated after a disconnection.

Hello, Casino Guru

I have played a game " Rising Riches Link" by Fugaso provider

and I was disconnected in bonus round, I have won 85 CAD but they never credited that amount to my balance, also contacted the support many times but the have told me that there was no win , please if you can help me solve this problem.

Thank you!

Dear Boss78,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Lukki Casino.

• Could you please forward your game history to tomas@casino.guru? Please highlight the exact time of the incident.
• Do I understand correctly the game round was investigated by the casino team already?
• Could you please share the specifics they communicated to you? Please send a chat transcript, email, or screenshots of the conversation to me as well.

Meanwhile, please check our article explaining "How slot machines are programmed" https://casino.guru/how-slot-machines-work-math#how-are-slot-machines-programmed and maybe it’ll help to understand how servers communicate with players and what issues might occur on the way.

 Thank you very much in advance for your reply.

Best regards,

Tomas

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 delightful holiday season, and we will get back to you as soon as possible.

Hello Thomas,

Thank you for quick reply,

I have only access to last 50 game play in game history, if you can request from Casino.

I have contacted with Casino 3 times and they have told me that after 24 hours the money will be credited automatically from game provider, but unfortunately it did not happen, than last time I contacted casino support they have told me that game provider said there was no win. but i will sent you screenshot of my bonus round where you can clearly see the win of 85 CAD that was never credited to my account.

I have sent an email to you with the proof of the win.

Thank you!

Thanks for your patience.

• Did the casino check the specific game round from the screenshot you sent me?
• Could you please share the communication with the result of the casino's investigation?

Please understand we are unable to argue against the result of an investigation from the game provider based on the screenshot since the server result is what ultimately prevails.

Dear Boss78,

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 further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.