Slots & Luck Casino - Player is experiencing issues with the bonus balance.

Dear CasinoGuru Team,

I regretfully need to ask for your assistance.

I decided to give this new casino a try due to its highly favorable (fraudulent?) user reviews.

They offer very appealing non-sticky bonuses with only a x10 wagering requirement, so I deposited $49.95 and ended up playing with nearly $200 due to a 310% bonus.

Unfortunately, they do not provide a progress indicator for the wager, requiring me to ask the chat service - I only have a screenshot showing a balance above $500. Shortly afterwards, they confirmed that only $110 remained, and I let 110x Autoplay run on a slot.

This is where the problem began. My balance did not move from "Bonus" to real money, and I don't think this is a coincidence.

Of course, KYC is done and confirmed.

As you'll see from the attached documentation, they continually promised to contact me, but I haven't received any of the promised emails. I'm quite worried that this is a scam, especially since it's a new casino. An email to the casino (as opposed to Live Chat), has also gone unanswered.

I sincerely hope that you can try to facilitate a payout with the casino representative.

David

Dear hugbear,

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. Do I understand correctly that according to you, the wagering requirements have been met?

 Could you 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

Hello Kristina,

I would be happy to provide you with a screenshot of the email and the screenshots originally attached.

The live chat said there was still 110 USD turnover needed and I started a slot with a bet of 100x1.20. The people in the chat confirmed that there was an error.

Thank you very much for your great work!

Update: Yesterday this email came from the casino, at the same time my casino account was blocked...!

Update2: I will inform you if I have received the payout.

Thank you for your reply, hugbear. I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.

Thank you Kristina. The website and email said payouts take 1-2 business days but I will wait and let you know here if I receive a payout.

Dear CasinoGuru Team,

Thanks to your intervention, I am very pleased to have just received my payment.

Thank you from the bottom of my heart for this great service here! Let's hope that the casino gets its problems under control in the future and exists for a long time and responds to your inquiries.

Best regards

Dear hugbear,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru