Stay Lucky Casino - Player’s winnings have been confiscated due to 30% maximum bet rule.

I deposited 500 Euros and took out the bonus nothing was won, I made a further deposit of 500 Euros and was given a bonus, I went onto LiveChat and requested this was removed and I played just with my own money. They did remove the deposit and I went onto win 6300 Euros, I requested the max withdrawal limit of 5000 Euros, I then further gambled the remaining 1600 and lost, BUT as I gambled more than the 30% stake in relation to my deposit on Roulette the company has refused to pay my winnings. Today I have contacted the UK Gambling Commission who have confirmed they have no licence to operate in the UK nor take any deposits from UK players. 

Dear Ryan,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I have checked the terms and conditions, and this is what I found: 

"Betting rules

Irregular play includes, inter alia:

Placing total bets equal to or greater than 30% of the value of the deposit currently in play."

I would like to emphasize that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos

- 'Fair and safe casinos' are those that meet all criteria for 'fair casinos' and have also implemented measures that prevent players from accidentally doing something against the rules or their own best interests.

- 'Fair and safe casinos' should therefore prevent players from accidentally breaking the T&Cs, Bonus T&Cs, or doing anything else that might jeopardize the money in their player accounts. Specifically, 'fair and safe casinos' should:

   Enforce maximum bet sizes, restricted games and other bonus conditions.

Please, could you confirm for me that you were playing without a bonus? We will contact the casino and ask for their standpoint, right after your confirmation. Looking forward to hearing from you.

Best regards,

Petronela

Hi Petronela

I can 100% confirm I was not playing with a bonus on my second deposit which I won the £6600. 

In relation to my original response, I meant StarLuckyCasino customer services removed my second bonus at my request, so I was solely playing with my own money on my second deposit. 

Thanks. 

Thank you very much Ryan for providing all the necessary information. I will transfer now your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Ryan.

I am sorry, but this is a common problem with this group. We talked about these rules many times, and the conclusion is that they don't want to change anything. We consider these rules as predatory:

If a player's accumulated deposit amount does not exceed €200, player will be entitled only up to X10 last deposit. This maximum payout will be enforced also in cases where the player made additional deposits which were deemed at the sole discretion of the Casino to have been made in order to exceed the €200 accumulated deposit amount.

 "Irregular play" includes, inter alia:

• Placing total bets equal to or greater than 30% of the value of the deposit currently in play.
• Using Martingale, double-up and similar systems and strategies.

We may try to convince them again, but in case this negotiation fails, we will mark your complaint as unresolved with classification against fair gambling codex. I am sorry for the bad news.

This casino has no license, and there is no authority where you may complain. (complaining at UKGC won't help you) My recommendation for you is to play only in casinos with UK license.

Matej

We would like to ask the Stay Lucky Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

I am genuinely sorry, Ryan. They are unresponsive on complaints regarding 30% maximum bet.

We are forced to close this complaint as "unresolved".

It will damage the reputation of the casino. We can only hope that one day they will fix all these complaints.

I am very sorry that we couldn't help you more.