LuckyVibe Casino - Las ganancias del jugador fueron confiscadas.

The casino completely withheld a payout of €1,460. The reason given was a bonus. This bonus was wagered and used for a successful bet. The winning bet was worth €140. After three days of no response, the attached email arrived today. This is a scam.

Casino zieht Auszahlung von 1.460 Euro komplett ein. Grund ist ein Bonus. Dieser wurde umgesetzt und für eine wette umgesetzt die erfolgreich war. Gewonnen wetten war 140 euro wert. Nach 3 Tagen keinerlei Antwort kam heute angehängte Email. Daa aknd Betrüger.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear markus8619,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the bonus T&Cs and found this:

"2.2. The maximum bet while wagering is 5 EUR, 5 USD, 7.5 CAD, 7.5 AUD, 7.5 NZD, 50 NOK, 100 ZAR, or the equivalent in other currencies, unless otherwise specified. For cryptocurrency bets, the maximum bet is determined by the crypto equivalent of 5 EUR at the time the bet is placed, based on the exchange rate provided by Coinbase Converter. Players are advised to check the exchange rate at the time of betting for accuracy. The maximum bet limit applies to all wagers, including those placed after doubling a bet following a completed game round or during bonus rounds purchased within a game. Violating this rule will result in the forfeiture of all winnings derived from the bonus."

Our position is closely explained in the 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 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 petra.h@casino.guru.

If there is any other relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Best regards

Petra

An email has been written.

Email wurde verfasst.

These winnings, resulting from the bonus, can be withdrawn.

But surely I'm entitled to these winnings, which have nothing to do with the bonus?!

Diese gewinne , die aus dem bonus resultieren, können eingezogen werden

Diese Gewinne, die mit dem Bonus nichts zu tun haben, stehen mir aber doch zu?!

Now they've blocked my account because I wrote that I was expecting a payout of ONE THOUSAND FOUR HUNDRED euros and that I'm finding it hard to cope with.

This casino is run by criminals. Help me.

Nun sperren sie meinen Account weil ich geschrieben habe, das ich mit der Auszahlung von EINTAUSENDVIERHUNDERT euro gerechnet habe und das ich nun schwer verkraften kann

Dieses casino wird von Verbrechern geführt. Helfen Sie mir.

Dear markus8619,

Please understand that if you only placed bets on sports betting and your account has been blocked, the casino may have detected activity that led to this decision. Since we don’t have enough insight into this field of online gambling, we wouldn’t be able to interpret the casino’s results of the investigation and/or their explanation correctly and judge this case fairly. We don’t think that your complaint is unjustified, we just couldn’t evaluate the issue properly. We would really like to help, but it is impossible for us at this time.

Unfortunately, after gathering all the necessary information, we are forced to close this complaint. I am sorry that 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. We will try our best to help.