OnLuck Casino - Player’s winnings were reduced.

Hallo, ich habe einen no deposit bonus erhalten. Ich habe nach dem Wagern eine Balance von 90 Euro gehabt, diese wurden mitten im Spiel auf 50 Euro gekürzt. In den Bonusregeln steht nur das der maximale Auszahlbetrag 10000 Euro ist und nirgendwo das das Geld nach dem Wager auf 50 Euro gekürzt wird. Ich wollte das im Chat klären, dieser hat aber einfach nicht mehr geantwortet.

Dear yasin61,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I have checked the general bonus terms and conditions, and this is what I found (here):

GENERAL TERMS

The maximum amount of funds associated with a sign-up no deposit bonus and/or sign-up free spins bonus that is available for withdrawal is 150 USD / 150 EUR / BTC 0.0075 / BCH 1.25 / ETH 0.1 / LTC 2.3 / DOGE 1875 / USDT 150 / XRP 300 / 2500 TRX / 0.5 BNB / 375 ADA / 225 AUD / 225 CAD / 225 NZD not counting the deposit amount. This restriction persists after the completion of the wagering requirement. Funds associated with a sign-up no deposit bonus and/or sign-up free spins bonus that exceed the said restriction will be confiscated in favor of the Casino. To withdraw your winnings obtained from a sign-up no deposit bonus and/or sign-up free spins bonus, it is necessary to make at least one valid deposit.

I would like to emphasize, that according to our Fair Gambling Codex, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.

Do I understand correctly that your winnings have been accumulated from a No Deposit bonus entirely?

Thank you in advance for your reply and I hope we will be able to help you as soon as possible.

Best regards,

Petronela

Hallo, dies war kein Anmeldebonus, ich spiele seit 2 Monaten dort und habe diesen no deposit von chat erhalten. Es waren free spins. Sie als casinoguru haben die falschen AGB reinkopiert. Sie müssen die AGB nutzen wo steht das die maximale Auszahlung für einen no deposit 10000 beträgt. Wie gesagt es war kein Anmeldebonus. Können sie bzw das Casino zeigen wo in den AGB steht das nach dem Wager das Geld auf 50 Euro gekürzt wird? Ich sage nein denn diese Regel existiert nicht. So hier die richtigen Agb:

The maximum amount of winnings obtained with bonus funds, including any deposit bonuses, any no deposit bonuses, weekly reload bonus, free spins bonus, CPs, tournament winnings, local jackpots, loyalty bonuses, and other promotions, is 10,000 USD / 10,000 EUR / BTC 0.5 / BCH 83 / DOGE 125,000 / ETH 6.66 / LTC 154 / USDT 10,000 / XRP 20,000 / 167,000 TRX / 33 BNB / 25,000 ADA / 15,000 AUD / 15,000 CAD / 15,000 NZD at the USD exchange rate unless otherwise stated. Winnings obtained with bonus funds that exceed mentioned values cannot be withdrawn and will be canceled.

Das hat mir das Casino gerade eben geschrieben als ich fragte wo die max win Regel steht: Casino:We would like to inform you that the funds were debited because of the max. win from this bonus.

Me:There is no rule stated for Max win

Show me the rule! You cant

Casino:

Please, hold on, I'm checking the information.

I am so sorry for keeping you waiting so long!

We do not have this rule written yet on the site. But please note, The Website reserves the right to update Bonus Terms and Conditions at any time.

Es zeigt deutlich das ich recht habe und das Guthaben willkürlich gekürzt wurde.

Thank you, yasin61, for the clarification. You are absolutely correct, the maximum cashout of 150 EUR applies to a sign-up bonus only. I do apologize, but I didn't know before that it wasn't a sign-up bonus that you redeemed. I have checked the general bonus terms and conditions again, and I found the rule that applies to any other no deposit bonuses and free spins (here):

7. The maximum amount of winnings obtained with bonus funds, including any deposit bonuses, any no deposit bonuses, weekly reload bonus, free spins bonus, CPs, tournament winnings, local jackpots, loyalty bonuses, and other promotions, is 10,000 USD / 10,000 EUR / BTC 0.5 / BCH 83 / DOGE 125,000 / ETH 6.66 / LTC 154 / USDT 10,000 / XRP 20,000 / 167,000 TRX / 33 BNB / 25,000 ADA / 15,000 AUD / 15,000 CAD / 15,000 NZD at the USD exchange rate unless otherwise stated. Winnings obtained with bonus funds that exceed mentioned values cannot be withdrawn and will be canceled.

Could you please forward a screenshot of your bonus history or the promotional offer with the bonus that you received from the casino? My email address is petronela.k@casino.guru. Thank you very much in advance.

So ich habe die Mail gesendet. Es waren no deposit free spins vom Chat die einen max cashout von 10000 haben und keine Gewinnbegrenzung nach dem Wager

Is this the bonus, please?

Genau richtig, das ist er wie ich es ihnen in der Mail geschrieben habe. Ich habe 1.90 Euro aus den Freispielen gewonnen und musste dies dann 40 mal umsetzen. In dem Moment als ich den Wager umgesetzt habe, hatte ich ca 90 Euro Balance die dann auf einen Schlag auf 50 Euro gekürzt wurden. Es gibt keine AGB die die Kürzung rechtfertigen würden. Das Casino meint ja nur sie können ihre AGB ändern wann und wie sie wollen. Ein ganz kriminelles Casino

Thank you very much, yasin61, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi yasin61,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite OnLuck Casino to the conversation to participate in the resolution of this complaint.

Dear yasin61 and CasinoGuru,

Thank you for bringing this matter to our attention. We understand your concern regarding the reduction of your balance after meeting the wagering requirements, and we apologize for any confusion caused.

We are currently reviewing the information you provided and cross-referencing it with our terms and conditions. Our team is working diligently to clarify the situation and resolve this matter as quickly as possible.

We assure you that we take your concerns seriously, and we are committed to providing a fair and transparent gaming experience for all our players. We appreciate your patience while we gather the necessary information and work towards a resolution.

Best Regards,

Onluck Casino Team

Sie wissen ganz genau das die Kürzung des Guthabens in ihren AGB nicht gelistet ist. Aber wie sie schon selber sagten, sie ändern ihr AGB wann und wie sie wollen, auch rückwirkend. Das sagt doch schon alles über sie als kleines neues Casino

Dear yasin61 and CasinoGuru,

We acknowledge your feedback and understand the unease you may be feeling regarding the perceived change in your balance post wagering completion. We extend our apologies if this has led to any misunderstanding.

At this moment, your case is under thorough review as we compare the details you've provided with our established terms and conditions. Rest assured, our team is giving their utmost attention to clarify this situation and is working towards a swift resolution.

Please be informed that your concerns are not taken lightly. We strive to maintain a gaming environment that's both fair and transparent for all our players. We request your patience as we collect all the necessary information to reach a resolution in this matter.

Best Regards, 

Onluck Casino Team

Guten Tag, wie ich sehe zögern Sie nur heraus. Ihr Bonus AGB können Sie selber in 10 Minuten lesen, anstatt dessen Schreiben Sie wieder mal einen nicht relevanten Text der nur Verzögern soll das sie Minus Punkte bekommen. Ich hoffe sie als Casinoguru sehen das auch so, und handeln jetzt bitte einmal. Die Bonus AGB können innerhalb von wenigen Minuten gelesen werden, deswegen kann diese ewige Zeitspanne nicht ok sein.

Dear Onluck Casino Team,

There should be an easy explanation for this. I suggest reviewing the rules of the bonus, explaining how they were applied, and looking for possible errors.

Dear yasin61 and CasinoGuru,

We value your feedback and we understand your urgency in this matter. Following your comments, we have conducted a thorough review of our bonus terms and conditions.

We acknowledge that there was incorrect information on our website which has now been rectified. The corrected information clarifies that the maximum winnings obtainable from loyalty bonuses are capped at 50 EUR, as per our terms.

We realize that this has caused some confusion and for that, we sincerely apologize. As a gesture of goodwill, we are prepared to offer a refund of the deducted funds in light of these circumstances, since the player's account is closed. We appreciate your patience in this matter and hope that this resolves any issues moving forward.

Our commitment remains to provide a transparent and fair gaming environment. We welcome your vigilance in holding us to these standards and appreciate your understanding.

Best Regards,

Onluck Casino Team

Thank you Onluck Casino Team for your reply. we appreciate your decision.

Dear yasin61,

Can we consider the issue to be resolved?

Dear yasin61,

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.

Ich gebe bescheid wenn das fehlende Geld eingegangen ist.

Bisher kam immer noch nichts an. Ich war sogar schon verifiziert und vor 2 Wochen sollte ich mich nochmals verifizieren. Jedenfalls ist alles verifiziert und vor ca 8 Tagen sagten sie, sie werden sich um meine Zahlung kümmern.

Dear Onluck Casino Team,

Has there been any news regarding the refund?

Hallo, gestern kamen 31 Euro an. Es sind ein paar Euro zu wenig aber ich habe keine Lust deswegen weiter rum zu machen.

Dear yasin61 and CasinoGuru

We would like to formally address the issue that was brought up by the customer. After conducting a comprehensive review and in light of the circumstances, a refund was processed for the player on August 7, 2023.

Given that the player has confirmed receipt of the funds on this forum, we consider the complaint to be effectively resolved.

We sincerely thank everyone for their patience and understanding during this time. Our aim at Onluck Casino is always to ensure fairness and transparency, and we value the importance of maintaining a trustworthy relationship with our players and the wider community.

Best Regards,

Onluck Casino Team

Hi all,

Thank you for your replies.

Dear yasin61,

I'm glad to hear that you received your funds. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter