UBERLucky Casino - Player's winnings have been confiscated.

Ich habe mit Bonus knappe 1220€ gewonnen. Nachdem die erste Auszahlung abgelehnt wurde , wurde der Gewinn beschlagnahmt .

auf Nachfrage hieß es nur das sie mir nicht mehr Informationen geben dürfen.

für mich ein absolut unseriöses Casino

Dear Djing,

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. I see that you were informed that your winnings have been confiscated due to bonus abuse. Do I understand correctly that the casino has not further specified what the abuse was?

Could you please clarify which bonus you played with? If possible, please post here a link to offer you redeemed.

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

Guten Tag ,

es war der willkommensbonus und er wurde gesperrt weil ich auf 0.20€-0.60€ freispiele gekauft hatte.

war für mich so nicht in den agbs lesbar das freispiel Kauf verboten ist.

aber gut man kennt es ja von den online Casinos das sie sich irgendwas aus der Nase ziehen um das Geld behalten zu dürfen

Thank you for your reply, Djing. Did you breach the maximum allowed bet by purchasing in-game features? Could you please forward me your game history?

Additionally, please forward all the relevant communication between you and the casino (which has not been included in the attachments of this complaint) to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Ja klar überschreiten die ingame Feature die angesagten 10€ pro Spin. Allerdings wird hier ja klar und deutlich auf pro Spin gedeutet. Das das kaufen von ingame Feature nicht gestattet ist sobald diese die 10€ überschreiten steht nichts.

ich zahle ja auf 60 Cent schließlich auch 60€ für Läppige 10 Freispiele

aber deswegen hab ich doch trotzdem nur ein Einsatz von 60 Cent.

in anderen Casinos ist es auch gestattet Freispiele zu kaufen mit Bonus Geld.

wenn das Casino dies nicht akzeptiert dann sollte es deutlich in den Bonus Bedingungen stehen .

Indemfall hier ist es für mich willkürlich den Gewinn entzogen.

die entsprechenden Unterlagen sende ich ihnen per email

Thank you for your email, Djing. Do I understand that those are screenshots of your game history? If that is the case, I am afraid that I will need a more detailed game history, where I can see all bets and results of those bets as I am not able to navigate clearly on these screenshots.

Is there any chance that you could forward the game history in Excel sheet or PDF format?

Dear Djing,

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.

Hallo ist bei diesem Casino leider nicht möglich

die bereitgestellten Bilder sind das einzige

Thank you very much Djing for your cooperation. I will now transfer your complaint to my colleague Matej (matej@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 soon.

Hello Djing.

I am sorry to hear about your troubles.

We believe that if using bonus features isn't specified in the terms, the importance is the value of the single spin/bet and not the price of the feature.

I would like to invite the casino representative into the case:

Please check your records and explain to us what happened.

We would like to ask the 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’.

Hello Djing.

I am sorry, but it looks like the casino is non-responsive.

The casino has a Curacao license. I strongly suggest you submit your complaint to the casino's regulator.

I will gladly help you with that. The good thing about it is that the regulator's decision is binding for a casino.

All you need to do is write one more email:

Please write an email to: complaints@gaminglicences.com

The email should contain:

1) Your personal information:

name and surname

your country of residence

2) Complaint body must include:

casino name + URL + license (License No. 8048/JAZ)

your login (username) and email in an online casino (with which you had registered the account)

description of the complaint

3) Attach to the email files what you have (if any) + link on this complaint.

Please let me know when you will submit a complaint to the regulator.

Hello Djing.

Could you please confirm that you submitted your complaint to the regulator?

Hello Djing.

Could you please confirm that you submitted your complaint to the regulator?

I cannot proceed without your confirmation.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.