Lukki Casino - El jugador cree que el reintegro se ha retrasado.

I complain about Lukki Casino e-gaming license no. OGL/2023/174/0082,

because they didn't pay out my legitimate winnings of €3,767.34, even though I followed all the rules. Proof:

I bet only €0.60 per spin (screenshots attached), while the maximum bet limit was €5. The casino lies and cheats players!

https://euioa.jxcsysekgu.net/S5Oq7zsbvP

here the winning video stake 0.60 cents

all sales fulfilled but they deleted my history.

ich beschwere mich über Lukki Casino E-Gaming-Lizenz Nr. OGL/2023/174/0082,

, weil sie meine legitimen Gewinne von 3.767,34 € nicht auszahlen, obwohl ich alle Regeln eingehalten habe. Beweis: 

Ich habe pro Spin nur 0,60 € gesetzt (Screenshots angehängt), während die maximale Einsatzgrenze bei 5 € lag. Das Casino lügt und betrügt Spieler!

https://euioa.jxcsysekgu.net/S5Oq7zsbvP

hier der Gewinn Video Einsatz 0,60 Cent

alle Umsatz erfüllen umgesetzt aber sie haben mir den Verlauf gelöscht.

Dear Medo,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

They refused to pay me. They took the money away from me and only gave me €90.

Sie haben mir die Auszahlung verweigert. Dass Geld haben sie mir weggenommen und mir nur 90€ gegeben

Dear Medo,

Can you please request your full betting history from the casino and forward it to nikolas.b@casino.guru for further review?

Awaiting your response.

Regards,

Nick

I have applied several times but unfortunately the history has also been deleted🙁

Hab ich mehrmals beantragt aber leider ist der Verlauf auch gelöscht🙁

Is there anything new 🥺

Gibt’s was neues 🥺

Thank you Medo for all the information provided so far. As we need further evidence from the casino, your complaint will be now forwarded to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Thanks

Danke

Hello Medo,

I'm Michal, and I have taken over your complaint. After thoroughly examining your case and reviewing your complete game log, I regret to inform you that you have indeed violated the maximum bet rule on several occasions while utilizing an active bonus. See below:

And many more. You can see that for yourself in your game log.

Although we believe that the maximum bet should be automatically implemented by the software to prevent players from unintentionally breaching this rule, it is not yet an industry standard, as every casino uses its own platform software. Moreover, upon reviewing your game log, it appears to me that you have "bought" the special features/free spins in the game. Maybe you were not fully aware of this, but when you buy special features/free spins in the game, this is counted as one bet. So when you buy, let's say 10 Free spins for €20 or €60,

This is counted as one bet in the amount of €20 or €60. Lukki casino has this mentioned in their bonus terms and conditions:

Unless otherwise specified in the individual Promotion Terms and Conditions, the maximum bet allowed to be placed whilst a bonus is in its active wagering requirement phase is 5 USD/EUR/CHF/USDT/USDC, 8 AUD/CAD/NZD, 50 NOK, 100 ZAR. This includes any bet placed whilst the bonus wagering conditions have not yet been completed, and applies to all free bonuses, deposit bonuses, free spins winnings and loyalty scheme bonuses. The maximum bet allowed whilst wagering towards an active bonus with cryptocurrency will be the equivalent of 5 USD at the exchange rate average on the day of the bets. Maximum bet limit includes bet doubling after a game round has been completed as well as bonus rounds (purchased within the game).

Failure to follow this condition may result in forfeiting the bonus and any winnings accumulated from the moment the bonus was activated.

The casino team has acted in accordance with its established terms and conditions to which you agreed when you claimed the bonus. I'm afraid there is nothing that can be done here.

Please let me know if the matter has been adequately explained or if you require further clarification on any other points.

"The terms and conditions explicitly state that the maximum bet may not exceed €5. A ban on purchasing free spins is not mentioned. Since purchasing free spins is a game feature and the total bet was less than €5, I don't see any rule violation on my part."?? Or not?

"In den AGB steht ausdrücklich nur, dass der maximale Einsatz 5 € nicht überschreiten darf. Ein Verbot für den Kauf von Freispielen ist darin nicht genannt. Da der Kauf von Freispielen eine Spielfunktion ist und der Gesamteinsatz unter 5 € lag, sehe ich keinen Regelverstoß meinerseits."?? Oder nicht ?

Dear Medo,

I understand that my previous response is not what you had expected, but if you would read it with more attention, I have already explained how you have indeed breached the maximum bet on multiple occasions.

The maximum bet limit includes bet doubling after a game round has been completed as well as bonus rounds (purchased within the game).

Failure to follow this condition may result in forfeiting the bonus and any winnings accumulated from the moment the bonus was activated.

In other words, the maximum bet limit applies even when you do a bet doubling, and it applies to bonus rounds (purchased within the game).

In your situation, purchasing free spins within the game. You can easily determine this on your own. When you acquire free spins for €20 or €60 or more, it is considered as a single bet of either €20 or €60 or more. This is an industry standard. Many casinos impose restrictions on games with bonus features when a bonus is active to reduce such occurrences. However, it is ultimately the player's duty to understand the rules associated with each bonus and to adhere to them accordingly. If you are not fully clear about any rules, you have the option to turn to the casino support to clarify that.

Regrettably, the casino team has done nothing wrong here. They have acted in accordance with their established terms and conditions to which you agreed when you claimed the bonus.

Please let me know if the matter has been adequately explained, and I can close it or if you require further clarification on any other points.

Dear Medo,

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.

"It's obvious that the casino always has the advantage in the long run—and that's basically understandable. What I'm critical of, however, are the purchased free spins. In most cases—it feels like 90%—you pay for them but receive hardly anything in return. The stake is lost, and there's no refund. In the few cases where you actually win, the casino still benefits from the majority of the winnings. If buying free spins is actually prohibited, the casino—like many other providers—should implement a ban to comply with the applicable rules. Anything else seems unfair to the player." But thanks for everything anyway.

Kind regards, Medo

"Es ist offensichtlich, dass das Casino langfristig immer im Vorteil ist - das ist auch grundsatzlich nachvollziehbar. Was ich jedoch kritisch sehe, sind die gekauften Frei-spiele. In den meisten Fallen - gefühlt in 90 % - zahlt man dafür, erhalt aber kaum eine Gegenleistung. Der Einsatz ist verloren, und eine Rückerstattung gibt es nicht. In den wenigen Fällen, in denen man tatsächlich gewinnt, profitiert das Casino dennoch vom Großteil des Gewinns. Wenn der Kauf von Freispielen eigentlich verboten ist, sollte das Casino - wie viele andere Anbieter - eine Sperre einbauen, um sich an die geltenden Regeln zu halten. Alles andere wirkt unfair gegenüber dem Spieler." Aber trotzdem danke für alles.

lg. Medo

Dear Medo,

While you are certainly entitled to your own perspective, it does not necessarily mean it is the correct one. It is important to remember that the in-game purchase option is only an option; no one has forced you to use it, and more importantly, please bear in mind that it is the player's responsibility to read and understand every casino's terms and conditions. You ultimately agree with them when you register your account. A lack of awareness regarding the rules does not constitute a valid justification for non-compliance.

If you would play with your real money only with no bonus attached, you are free to take advantage of all the game's special features, and there are generally no limitations on the bets you can place.

I can see how frustrating this situation must be for you; however, because of the violation of the casino rules that was done by you, I'm forced to close this case as unjustified.

I'm sorry we could not help you with this one. I can only recommend that you carefully review and understand the terms and conditions of each casino and ensure that you adhere to them to minimise such situations in the future.

Should you encounter any issues with any other casino in the future, please feel free to reach out to us, and we will try our best to help.

Best regards,

Michal

Casino Guru