LuckyWins! Casino - Las ganancias de los jugadores son confiscadas por el casino.

Hello dear CasinoGuru team,

On 07.10.2024, I registered as a new customer at LuckyWins! Casino and made a deposit of €30.33 via DOGE. Upon making the deposit, I received a 100% bonus and free spins as a welcome gift.

Immediately after depositing, I played the slot "Sweet Bonanza 1000" and with a balance of €35.61 in real money and €30.33 in bonus funds, I won €298.31 (Bet ID: 71149043493027).

To meet the required 3x wagering requirements necessary for withdrawal, I continued playing and ended with a total account balance of €356.24.

According to the general bonus terms, bonuses are non-binding (non-sticky) and real money is separate from bonus money. As mentioned above, the win was achieved with real money, yet it showed the entire balance of €356.24 as a bonus.

I immediately contacted support, and they confirmed to me that I am correct and the system mistakenly locked the entire amount as a bonus.

A manager was supposed to fix the issue, and they promised to contact me via email.

Unfortunately, nothing has happened since, and today, because the bonus expired, I only have the deposit amount of €30.33 left on my account.

Specifically, I am missing €295.58 in real money (€356.24 - €30.33 bonus = €325.91 --> €325.91 - €30.33 current balance = €295.58).

I kindly ask for your support in this matter. I have uploaded all necessary evidence; if anything is missing, I will, of course, provide it immediately.

Thank you very much in advance for your efforts!

Hallo liebes CasinoGuru-Team,

am 07.10.2024 habe ich mich als Neukunde beim LuckyWins! Casino registriert und eine Einzahlung von 30,33 € via DOGE getätigt. Bei der Einzahlung wurde mir als Willkommensgeschenk ein 100 % Bonus sowie Freispiele gutgeschrieben.

Direkt nach der Einzahlung habe ich den Slot "Sweet Bonanza 1000" gespielt und mit einem Kontostand von 35,61 € Echtgeld und 30,33 € Bonusguthaben einen Gewinn von 298,31 € (Wett-ID: 71149043493027) erzielt.

Um die für eine Auszahlung notwendigen 3fachen Wagerbedingungen zu erreichen, habe ich anschließend noch etwas weitergespielt und bei einem gesamten Kontostand von 356,24 € das Spielen beendet.

Gemäß den Allgemeinen Bonusbedingungen sind Bonis nicht bindend (non-sticky) und das echte Geld ist vom Bonusgeld getrennt. Wie o. g. wurde der Gewinn mit Echtgeld erzielt, allerdings wurde angezeigt, dass das gesamte Guthaben von 356,24 € ein Bonus sei.

Ich habe daraufhin sofort den Support kontaktiert und dieser bestätigte mir, dass ich Recht habe und das System fälschlicherweise den gesamten Betrag als Bonus gesperrt hat.

Ein Manager sollte sich um den Fehler kümmern und man wollte sich bei mir per E-Mail melden.

Passiert ist leider seitdem überhaupt nichts mehr und heute hatte ich dadurch, dass der Bonus abgelaufen ist nur noch den Einzahlungsbetrag von 30,33 € auf meinem Konto.

Konkret fehlen mir somit 295,58 € an Echtgeld (356,24 € - 30,33 € Bonus = 325,91 € --> 325,91 € - 30,33 € jetziger Kontostand = 295,58 €).

Ich bitte daher um Eure Unterstützung in diesem Fall. Alle notwendigen Nachweise habe ich Euch hochgeladen, sollte noch etwas fehlen, reiche ich es selbstverständlich unverzüglich nach.

Im Voraus vielen Dank für Eure Mühe!

Dear eigene-willkommen.0j,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with LuckyWins! Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you received any follow-up explanation from the casino regarding the issue?
• When was the last time you contacted casino support regarding the issue?
• If you received any reply, please forward it to my email at tomas@casino.guru

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,

Tomas

Hello,

First of all, thank you very much for the quick processing!

The last contact with the casino regarding this issue was on October 7, 2024.

I did not receive any further explanation on this matter. I was only told that the normal support cannot help with this matter and that a manager has to deal with it. Unfortunately, the promised response did not come, and I have no way of contacting a manager directly.

If you have any further questions, please do not hesitate to contact me.

Hallo,

erstmal vielen Dank für die schnelle Bearbeitung!

Der letzte Kontakt mit dem Casino bzgl. dieses Problems fand am 07.10.2024 statt.

Eine weitere Erklärung zu dieser Sache habe ich nicht erhalten. Mir wurde nur gesagt, dass der normale Support in dieser Sache nicht weiterhelfen kann und ein Manager dies bearbeiten muss. Die versprochene Rückmeldung erfolgte leider nicht, ich selbst habe leider auch keine Möglichkeit einen Manager direkt zu kontaktieren.

Für weitere Rückfragen stehe ich gerne zur Verfügung.

Thanks for your patience.

Please understand that even if the funds are separate the wagering of the bonus wasn't completed. Therefore according to the terms and conditions you are entitled to your deposits, but any winnings are forfeited.

While not entirely customer friendly we earlier determined we don't deem the practice and accompanying bonus terms unfair.

Please let me know if there is any information I might have overlooked, otherwise, I'll close the complaint

Hello Tomas,

Thank you for your feedback, unfortunately you misunderstood something.

I did not make multiple deposits, just a single one. A 100% welcome bonus was credited to this deposit.

The welcome bonus is non -sticky and separate from the real money . The real money is always wagered before the bonus money , which is why I have never used this bonus.

As I wrote, my bet was made with real money and not with bonus money . The winnings are not a win linked to the bonus money, but real money .

A casino employee even confirmed to me in writing (I have uploaded the chat transcript for you) that I was absolutely right and that there was a system error.

The system has mistakenly recorded the deposit (30.33 € Dogecoin + 100% welcome bonus) not separated into €30.33 real money and €30.33 bonus money , but simply everything counted as a bonus .

It would therefore be very nice if you could contact a representative of the casino to clarify this problem.

Thank you in advance for your effort!

Hallo Tomas, 

vielen Dank für deine Rückmeldung, du hast leider etwas falsch verstanden.

Ich habe nicht mehrere Einzahlungen getätigt, sondern nur eine einzige. Zu dieser Einzahlung wurde ein Willkommensbonus von 100 % gutgeschrieben. 

Der Willkommensbonus ist nicht bindend (non-sticky) und vom Echtgeld getrennt. Das Echtgeld wird immer vor dem Bonusgeld eingesetzt, weshalb ich diesen Bonus nie genutzt habe.

Wie geschrieben, wurde mein Einsatz mit Echtgeld und nicht mit Bonusgeld getätigt. Der Gewinn ist kein mit dem Bonusgeld verbundener Gewinn, sondern Echtgeld.

Ein Mitarbeiter des Casinos bestätigte mir ja sogar schriftlich (Chatprotokoll habe ich euch hochgeladen), dass ich vollkommen recht habe und es einen Systemfehler gab. 

Das System hat nämlich fälschlicherweise die Einzahlung (30,33 € Dogecoin + 100 % Willkommensbonus) nicht in 30,33 € Echtgeld und 30,33 € Bonusgeld getrennt, sondern einfach alles als Bonus gewertet.

Es wäre daher sehr nett, wenn du einen Vertreter des Casinos zur Klärung dieses Problems hinzuziehen könntest. 

Im Voraus vielen Dank für deine Mühe!

Thank you very much, eigene-willkommen.0j, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear eigene-willkommen.0j,

I'm Michal, and I have taken over this complaint. I have reviewed this case, and I must express my sympathy for your situation. I understand your perspective regarding the use of real money in your gameplay, which led you to believe that the remaining bonus wagering requirements were no longer applicable, especially since the winnings were (most likely by mistake) reflected in your real money balance. While I acknowledge that the bonus terms may not have been entirely clear in this context, it is a common practice in the industry that once a bonus is claimed, any associated wagering conditions must be met, regardless of whether the gameplay involves real money or bonus funds while the bonus is active.

The casino has this mentioned in its Bonus T&Cs

Furthermore, the livechat operator mentioned this:

So although I can agree with you that from a user experience point of view, the situation is not ideal; however, since you have not fulfilled the bonus wagering requirement to withdraw your winnings, your balance was adjusted to your real money deposit only. I hope this explains the situation to you. If you prefer to enjoy games with minimal restrictions, I suggest not claiming bonuses in the future. Had you chosen not to claim the bonus, your winnings would have been processed after the standard 3x deposit wagering requirement without any issues.

Please let me know if I have missed anything, if you require any further clarification, or if I can consider the situation sufficiently explained.

Hello Michal,

First of all, thank you for the detailed explanation!

I find it strange because the terms and conditions specifically state that the real money is completely separate from the bonus money (non-sticky) and the winnings are not linked to the bonus money at all.

What is absurd is that I am told that I am right and that they will contact me by email and then it simply doesn't happen. I waited on purpose and now they say that the bonus has expired and cannot be restored. That is not fair or correct at all!

I also contacted the live chat again today and attached the chat log.

If this is actually the case, that everything is supposed to be considered a bonus, the least that could be done would be to restore the bonus balance of €325.91.

It is not acceptable that a player is kept waiting (perhaps intentionally) until the bonus has expired. I specifically asked and was told that someone would contact me by email.

I would therefore be very grateful if you could help me to enforce the restoration of the bonus balance!

Thank you in advance!

Hallo Michal,

zunächst vielen Dank für die ausführliche Erläuterung!

Ich finde es zwar komisch, weil in den Bedingungen extra steht, dass das Echtgeld komplett vom Bonusgeld getrennt ist (non-sticky) und der Gewinn überhaupt nicht mit dem Bonusgeld verbunden ist.

Ein Unding ist aber, dass mir gesagt wird, dass ich Recht habe und man sich bei mir per E-Mail meldet und das dann einfach nicht erfolgt. Ich habe extra gewartet und jetzt heißt es, dass der Bonus abgelaufen sei und nicht wiederhergestellt werden könnte. Das ist überhaupt nicht fair und korrekt!

Ich habe heute auch selbst nochmal Kontakt mit dem Livechat aufgenommen und das Chatprotokoll als Anlage beigefügt.

Wenn das jetzt tatsächlich so ist, dass alles angeblich als Bonus gelten soll, wäre es das Mindeste, dass das Bonusguthaben von 325,91 € wiederhergestellt wird.

Es kann ja nicht sein, dass man einen Spieler (eventuell auch absichtlich) so lange hinhält, bis der Bonus abgelaufen ist. Ich habe extra gefragt und es wurde mir zugesagt, dass man sich bei mir per E-Mail meldet.

Ich wäre dir daher sehr dankbar, wenn du mir bei der Durchsetzung der Wiederherstellung des Bonusguthabens helfen würdest!

Vielen Dank im Voraus!

Dear eigene-willkommen.0j,

While I concur that the support team could have managed the situation more effectively, it is important to note that the casino system appropriately canceled or voided the winnings due to your failure to meet the wagering requirements. I acknowledge that the responses from the live chat agent, Paul, may have led to some confusion regarding the communication of the managers; however, the subsequent agent, Cassius, accurately clarified that the managers would only provide their explanation, which they did. This clarification does not alter the circumstances, as they confirmed that you had three options: to continue playing, with any remaining balance after meeting the wagering requirements being considered cash; to continue playing and risk losing the entire balance; or to cancel the bonus or allow it to expire, which would leave you with your original deposit. This is essentially what happened.

I recognize that you were anticipating the email, but a more proactive approach would have been to inquire about any updates the following day rather than waiting for the bonus to expire. Once the bonus has expired, most casino systems are designed such that an expired bonus cannot be reactivated. Unfortunately, reinstating your balance of €325.91 is not feasible. Therefore, while I understand that the situation is not ideal from a user experience perspective, your balance was adjusted to reflect only your actual deposit, as you did not fulfill the bonus wagering requirements necessary to withdraw your winnings as I have already mentioned in my previous response.

I can only ask the casino to potentially issue you a new bonus, but that is basically the only option here. Please let me know if the situation has been clarified or of you require assistance with anything else.

Dear eigene-willkommen.0j,

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.

Hello Michal,

Thank you very much for your effort, the situation is now clarified for me and the complaint can be closed.

Hallo Michal,

vielen Dank für deine Mühe, die Situation ist hiermit für mich geklärt und die Beschwerde kann geschlossen werden.

Dear eigene-willkommen.0j,

Thank you for your confirmation. I recognize that the resolution of your complaint did not meet your expectations. I hope my explanation has provided some clearer understanding of the possible actions you can take should a similar issue arise in the future. I highly recommend that you review and familiarize yourself with the terms and conditions associated with each bonus prior to claiming it, as this can help prevent any future disappointments. Should you have any lingering questions about specific rules, reaching out to the casino support for clarification is always advisable. If you find that the response from the casino support is not satisfactory, it is perfectly reasonable to follow up the next day for further clarification.

With all this being said, I am glad the situation has been clarified. The casino team has acted according to its terms and conditions, so regrettably I will have to close this complaint as rejected.

I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future, and we will try our best to help.

Best regards,

Michal

Casino Guru