The player from Hamburg won 418 euros after wagering 30 free spins, but the casino is only willing to pay out 200 euros. They were informed they would have to deposit 30 euros first due to two different offers being in play. The player insists on receiving the full 418 euros as they correctly wagered them 40 times. The complaint was closed as the player stopped responding.
Player's winnings have been partially paid.
Amount: €417
Letslucky
Submitted: 09 Jul 2023 | Case closed : 23 Jul 2023
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
Public
Public
1 year ago
Translation
I got an offer for 30 free spins with the code CHILLI30, under it was a second offer with a different code. These 30 free spins should be wagered 40x, which I did, after the full wagering I got very positive, customer service told me then I could have it paid out. That was the night of 07/06/23/07/07/23. I had won 418 euros. The first time I canceled I was supposed to put a note with my ID in front of it into the camera and write it down. Hello Casino Letslucky and the current one Added date. On Saturday I got a message from customer service that they only want to pay out 200 euros. I had not played at the casino before, and would have had to deposit 30 euros beforehand. Because there are two offers (1x 30 free spins, 1x 200% Bonus ) It is not clear from this that these 30 euros relate to the free spins. I would like to have the 418 euros paid out because I have correctly implemented them 40 times.
Automatic translation:
Public
Public
1 year ago
Hello Peter14,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with LetsLuck Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Would it be possible to forward the link of these bonuses or at least a screenshot showing it's terms? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
