The player from Berlin has requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings haven’t been received yet. Based on the provided game history the player breached the maximum allowed bet repeatedly, therefore we decided to reject this complaint.
UBERLucky Casino - Player’s withdrawal has been delayed.
Amount: €5,460
UBERLucky Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
3.6
UBERLucky Casino has a Safety Index of 3.6, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Hello, I deposited €200 at Uberlucky and then claimed the 100% bonus and then won a total of €5460. So I accidentally played over the maximum bets (i.e. €10). However, these were not rejected. So I had the opportunity to lose but not win. I then played through about 80% of the bonus on slots with stakes under €10.
So I see myself cheated here.
Unfortunately I cannot upload any documents. I would then email them to you.
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2 years ago
Dear stefanzander,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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2 years ago
Translation
Hello again. The money I won was completely confiscated. It's about 5460€. I can no longer make any payments. I would like to send them the correspondence by mail. To which email address?
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2 years ago
Thank you for your reply, stefanzander. I checked the bonus T&Cs and I found this:
"Max bet is €10."
Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.
However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is kristina.s@casino.guru.
If there is any other relevant communication between you and the casino, please send it as well.
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2 years ago
Translation
The terms and conditions state that the money can be confiscated. What kind of standard is that? If you give the player the opportunity to lose with this money but not the opportunity to win and, above all, to accept higher stakes, that is cheating for me. I will email the documents tomorrow.
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2 years ago
stefanzander, I have received your email, but unfortunately, I have not found the requested game history. Please note that we are not able to proceed with this case without this evidence from you.
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2 years ago
Translation
I will check the game history with the casino and then send them to you as soon as possible.
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2 years ago
Thank you for the email, stefanzander. I see that you repeatedly breached the maximum allowed bet while the bonus was active. I understand your frustration and of course, we would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not standard practice yet. You were not stopped or blocked when you decided to increase your bet, and, as a result, you breached the maximum bet rule.
Sadly, there is not much I can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed. We would really like to help, but it is impossible for us this time.
Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.
