LuckyWins! Casino - El jugador denuncia un problema de ganancias fraudulentas.

I took advantage of the deposit offer where you have to open a package. I did that and opened the €10,000 package, but I was only credited with €10. I contacted them immediately, and they told me it was a system error that displayed the wrong winnings. That's fraud! I gambled away over €10,000 there, and that's not a system error.

Habe das einzahlungs angebot genommen wo man ein Päckchen aufmachen musst. Das habe ich dan gemacht und habe das 10000€Päckchen aufgemacht mir wurden aber nur 10€ gutgeschrieben. habe die Leute sofort angeschrieben und mir wurde gesagt das es ein System Fehler war der ein falschen Gewinn angezeigt hat. Das ist doch Betrug . Habe über 10000€da verspielt und das ist dann kein System Fehler .

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Dear mateuszolejniczak49,

Thank you very much for submitting your complaint. Unfortunately, based on the current description of events, I’m not able to assist you with this case, and I will definitely need more information.

Could you please elaborate?

Could you share your conversation with casino support?

I will be patiently waiting for your reply.

Best regards,

Katarina

I deposited money using a promo code. The code allowed me to receive packets of free spins, bonus money, and a maximum win of €10,000 without any wagering requirements.

I opened it and it said €10,000, but what they credited me with was a €10 bonus. They say it was a system error and the €10,000 was actually €10. That's fraud!

Ich habe Geld eingezahlt mit einem prom Code . Durch den Code konnte man Päckchen Augen und konnte man was gewinnen Freispiele Bonus Geld und den maximal Gewinn von 10000€ ohne irgendwelche Umsetzung.

habe es aufgemacht und da standen 10000€ aber was die mir gut geschrieben haben war 10 € Bonus . Sie sagen das es ein System Fehler war und die 10000€ eigentlich 10 € waren das ist doch Betrug

Dear mateuszolejniczak49,

thank you for your reply.

• Could you please specify how much have you deposited at this casino?
• Was this promocode offered to you by the casino?
• Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots, anything related to this issue.

Kindly notify me here in the thread once the email has been sent.

Looking forward to your reply.

Katarina

Hello Katarina,

I sent you an email.

Regards, Mateusz

Hallo Katarina,

habe dir eine Mail geschickt.

lg Mateusz

Dear mateuszolejniczak49

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martin (martin.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Katarina

Hello mateuszolejniczak49,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to ask you to send us an exact link to the promotion you have redeemed, if possible. I would also like to invite the LuckyWins! Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us in detail? Was the 10 000 EUR reward marketed as a possible reward to the player beforehand?

Thank you in advance for providing us with your view of the issue.

Hello, unfortunately I don't have the link, I only have the image and pictures from the chat.

Hallo ich habe den link leider nicht ich habe nur die Bild und Bilder von dem Chat

Hi all,

We would like to confirm that we have been aware of this complaint since the player's first contact with us and our IT and product management teams have been investigating the bug report independently of the Casino Guru complaint.

We have received the same screenshots that have been provided in this thread and our initial assumption was that it may have been caused by some unexpected or unintended behaviour of the player's mobile operating system or internet browser. However, our developers have not been able to replicate and independently verify the issue despite numerous attempts to do so. 

The way this promotion was designed meant that the players would be directed to a page that contains a grid of unlabelled gift packages where they could choose one of those. The prize they drew would be determined at the moment they made a choice, at which point a page detailing their winnings would be prepared in the background.

During that time, the page would load a cosmetic element, namely, semi-opaque labels that hint at potential prizes that could be won in the promotion. 

This is the page the player has taken a screenshot of. 

The labels on the lottery packages shown in the screenshot were not intended to be fully readable or indicate the actual contents of each package. Instead, every package label was meant to be a hint of possible prize amounts. It also wouldn’t make sense for players to be able to choose between small and large prizes simply by selecting a specific package.

In this case, a visual glitch seems to have made the label on the bottom right clearer than the others, leaving the impression that it was the awarded prize. Unfortunately, the player appears to have mistaken this for confirmation that they had won the amount displayed on that label.

However, our records are unambiguously clear that the player received the correct prize. 

We regret any misunderstanding that may have arisen and would like to assure you that there has been no intention to misrepresent the mechanics or outcome of the prize draw. We still don't know what has caused this behaviour, but we will take it in consideration when designing future promotions.

Kind regards,

Lucy @ LuckyWins

Dear casino representative,

thank you for your detailed response and for clarifying the situation. However, I would still like to ask you, to please provide us with more details regarding the promotion's terms and conditions. Is there a link or a file you could provide us with?

Dear mateuszolejniczak49,

thank you for your continued cooperation. Can you please confirm whether you have deposited any of your funds in order to get this bonus? Do you believe the €10,000 reward was promoted before making the deposit?

To clarify the issue, based on all the evidence available, including your screenshots and the casino’s technical description of how the promotion works, we are currently unable to confirm that the €10,000 amount you saw represented an actual awarded prize. As you now know, according to the casino, the visible €10,000 label resulted from a visual glitch affecting a cosmetic element of the promotion, not from the result of the draw itself. Their internal records show that the correct prize allocated to your account was €10, and we have found no evidence contradicting that outcome as of now.

As things stand, we cannot require the casino to pay out the higher amount, and we will most likely have to close the complaint as rejected, if there is no proof that the €10,000 was genuinely won or marketed beforehand.

We understand this might be disappointing but it seems there is not much else to do.

Hi Martin,

Thank you for your response.

This promotion was covered by our general Terms and Conditions, as well as our Bonus Terms and Conditions, which specify that the casino is not liable for software defects or other technical errors.

https://www.luckywins.com/terms-and-conditions

https://www.luckywins.com/bonus-terms-and-conditions

We would like to state once again that in this case there has been no error in the confirmation or payment of the winnings - but a visual glitch which we consider a technical error unfortunately caused an incorrect impression.

Kind regards,

Lucy @ LuckyWins

Dear casino representative,

thank you for your response and help throughout the mediation process.

Dear mateuszolejniczak49,

Thank you once again for your cooperation in this matter. After a detailed review of all available evidence, including your screenshots, the casino’s explanation of the promotion mechanics, and their internal records, we were unable to confirm that the €10,000 amount you saw represented an actual awarded prize.

According to the casino, the amount displayed resulted from a visual glitch affecting a cosmetic element of the promotion, not from the outcome of the prize draw itself. Their records consistently show that the correct prize credited to your account was €10, and we have found no evidence that the €10,000 prize was genuinely awarded or advertised as guaranteed before you participated.

Given these findings, we are unable to require the casino to pay the higher amount. For this reason, we must close the complaint as rejected.

We understand that this may be disappointing, but we appreciate your understanding and the time you devoted to clarifying the situation.

Kind regards,

Martin