UBERLucky Casino - Player’s withdrawal has been delayed.

Hallo, ich habe bei Uberlucky 200€ eingezahlt und dann den 100% Bonus beansprucht und dann in Summe 5460€ gewonnen. Ich habe also versehentlich auch über den max. Bets (also 10€) gespielt. Diese wurden aber nicht zurückgewiesen. Also hatte ich die Möglichkeit zu verlieren aber nicht zu gewinnen. Ich habe ca. 80% des Bonuses dann über Slots durchgespielt mit Einsätzen unter 10€.

Daher sehe ich mich hier betrogen.

Leider kann ich keine Dokumente hochladen. Diese würde ich dann per Mail senden.

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

Hallo, noch einmal. Das Geld was ich gewonnen hatte, wurde komplett einbehalten. Es geht hier um 5460€. Ich kann da gar keine Auszahlung mehr durchführen. Ich würde ihnen gern bei Mail die Schriftverkehre senden. An welche Mailadresse?

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.

In den AGB‘s steht drin, dass das Geld beschlagnahmt werden kann. Was ist denn das für ein Standard? Wenn man dem Spieler die Möglichkeit gibt mit diesem Geld zu verlieren aber nicht die Möglichkeit zu gewinnen und vor allem höhere Einsätze auch noch anzunehmen, ist das für mich Betrug. Ich werde die Dokumente morgen per Mail versenden.

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.

Ich werde den Spielverlauf bei dem Casino anfragen und ihnen dann schnellstmöglich zukommen lassen.

Ich habe den gesamten Spielverlauf soeben per Mail an sie versendet.

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.