LuckyHour Casino - La cuenta del jugador ha sido cerrada debido a una disputa sobre un bono.

Dear Casino Guru Team

On January 28, 2025, I deposited €1010 at LuckyHour for a bonus. It was a 77% up to €777 bonus that I claimed in full and that my VIP manager sent me via email.

The verification went smoothly and the casino paid out the first €1000 until I received an email saying that they had closed my account because I had allegedly used strategies to convert the bonus.

I didn't win with the real money and with the bonus money I probably played Hotline by Spribe (since I can no longer log in, I can't say 100%).

Then I wagered with Limbo XY until the bonus turned into real money.

The games were allowed and I adhered to the bonus terms and conditions.

What can I do now? In my opinion, I have not violated any of the casino's terms and conditions and have done everything correctly.

I hope you can help me with this matter.

Liebes Casino Guru Team

ich habe am 28.01.25 im LuckyHour 1010€ für einen Bonus einbezahlt. Es handelte sich um einen 77% bis zu 777€ Bonus den ich voll beansprucht hatte und den mir mein VIP-Manager per Email zukommen ließ.

Die Verifizierung lief ohne Probleme und auch die ersten 1000€ hat das Casino ausbezahlt bis eine Email kam, dass sie mein Konto geschlossen haben, weil ich angeblich Strategien angewendet habe, um den Bonus Umzusetzen.

Ich habe mit dem Echtgeld nicht gewonnen und mit dem Bonusgeld habe ich vermutlich Hotline von Spribe gespielt (Da ich mich nicht mehr einloggen kann, kann ich es nicht mehr zu 100% sagen)

Dann habe ich mit Limbo XY umgesetzt, bis der Bonus zu Echtgeld wurde.

Die Spiele waren erlaubt und ich habe mich an die Bonusbedingungen gehalten.

Was kann ich nun tun. In meinen Augen habe ich in keinster Weise gegen eine der Bedingungen des Casinos verstoßen und auch alles richtig gemacht.

Ich hoffe, Sie können mir in dieser Angelegenheit weiterhelfen.

Dear Ninosch,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.

Could you please forward me the email with the bonus offer you received from your VIP manager? My email address is veronika.f@casino.guru.

Were Hotline and Limbo XY the only games you played while this bonus was active, or did you play some other games as well?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello, and thank you for accepting my complaint.

I have just forwarded the email to you.

I think I only played Hotline and Limbo, but since I can no longer log into the casino, I can't say with 100% certainty.

Kind regards

Hallo, und lieben Dank für die Annahme meiner Beschwerde.

Ich habe Ihnen die Email eben weiter geleitet.

Ich glaube ich habe nur Hotline und Limbo gespielt, da ich mich allerdings nicht mehr im Casino einloggen kann, kann ich es nicht mit 100% Sicherheit sagen.

Freundliche Grüße

Thank you very much, Ninosch, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 in the near future.

Hello there,

Thank you Ninosch for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask LuckyHour Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.

Thank you!

Dear Ninosch, I am in contact with the casino representative, I will keep you updated about any new developments. Thank you for your patience during this time!

Dear Ninosch, the casino representative provided me with an explanation of the situation but we found the casino's actions to be unfair. I have further discussed if any compromise can be made in this situation and am still awaiting a response. I will keep you updated about any new developments. Thank you for your patience during this time!

Dear Ninosch, I have not received a response yet so I will give the casino an additional 7 days to respond otherwise I will be forced to close the complaint as unresolved. Thank you for your patience during this time!

Dear Ninosch, the casino representative updated me that they have not fully reviewed your case internally. I will give them some additional time to respond. I will keep you updated about any further developments. Thank you for your patience during this time!

Dear Ninosch, I am still discussing your case with the casino representative. I will keep you updated about any new developments. Thank you for your patience during this time!

Dear Ninosch, we have not been able to come to a compromise in the matter with the casino representative, so I will be discussing your case internally to decide on the next steps in regards to your complaint. Thank you for your patience during this time!

Hello Ninosch,

We would like to update you that due to Peter, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Peter has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Peter will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Ninosch, I apologize for the lack of response as I was out of the office due to an injury. Your issue is still being discussed internally, and I will let you know about any new developments. Thank you for your patience during this time!

Dear Ninosch, I am in contact with the casino representative about a potential resolution of your case. I will keep you updated about any new developments. Thank you for your patience during this time!

Dear Ninosch, the casino representative stopped responding to my inquiries so I will give them some additional time to respond and I will keep you updated about any new developments. Thank you for your patience during this time!

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’ which may negatively affect its rating.

Dear Ninosch, I am in contact with the casino representative, I will keep you updated about any new developments. Thank you for your patience during this time!

Dear Ninosch,

I have tried to contact the LuckyHour Casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Control Board and submit a complaint to them. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try and contact them anyway, you can do so here: (https://www.gamingcontrolcuracao.org/contact) Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter