Lysti Casino - Player loses winnings due to an automatic stake increase.

The Fun Casino offered a deposit bonus of 200 free spins for the Super Joker game. The stake for the free spins was €0.05. When the free spins ended, the game's stake automatically increased to €5 and the turbo spins continued. Before I could react, this €15 had already been spent. The sum is small, but the operation is really unfair. I contacted customer service about this and received a unkind response that I should be more careful next time. So, it's the customer's fault for not being prepared for the game to change the stake size and continue with turbo spins on its own.

Dear Carol0007,

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

Please allow me to ask you a few questions, so I can better understand the situation. 

• Was there any balance remaining on your account after the incident?
• Is there any record of your last bets you might share with us?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots 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,

Tomas

I sent an email

I apologize for not replying sooner.

We discussed the situation, but I am sorry but we won't be able to help in this situation.

First, we believe the player is the one ultimately responsible for their active balance, player's account, and all bets taking place.

Additionally, the fact remains that each bet you placed could have accrued a win. Lastly, by changing a bet to a higher amount you weren't trapped into breaching any casino rules, such as a maximum bet rule, which is usually associated with an active bonus.

Taking these points into consideration we won't be able to argue in your favor and ask for compensation on your behalf.

Please let me know if there are any circumstances I overlooked, otherwise I'll close your complaint.

Dear Carol0007,

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.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.