Lucky Luke Casino - Os ganhos do jogador foram anulados.

Played and met all bonus conditions and played up to 1000... this should now be invalid and only ten times the deposit will be paid out. My real money account went down to the reduced amount after the bonus was fulfilled and then played up again

Habe gespielt und alle bonusbedingungen erfüllt und bis 1000 hochgespielt… das soll jetzt ungültig sein und nur das Zehnfache der Einzahlung ausgezahlt werden. Dabei ist mein echtgeldkonto auf die reduzierte Summe gesunken nachdem der Bonus erfüllt wurde und dann wieder hochgespielt

Hello Mophet,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Lucky Luke Casino. Please allow me to ask you a few more question before we would move forward as it is not entirely clear what is the issue.

Do I understand it correctly that even after the bonus money got converted to real money, the maximum win limit applied? Could you please advise how much did you win exactly after the bonus turned? Did the casino give you any explanation of it?

Looking forward to your answer.

Regards,

Nick

The bonus consisted of 50% of the deposit + 50 spins. I deposited €10 and played through the bonus conditions with my real money. First the 50% with a good plus of about 300€. With this win you also earn the wagering requirements for the free spins. With a profit of 1000. You cannot see the exact course of the game. The support said that no matter what I had won, I could only pay out ten times my deposit (€100) even though the €1000 was transferred to my real money account..

Der Bonus bestand aus 50% der Einzahlung + 50 spins. Habe 10€ eingezahlt und noch mit meinem echtgeld die bonusbedingungen durchgespielt. Zuerst die 50% mit einem guten Plus von ca 300€. Mit diesem Gewinn auch die umsatzbedingungen für die free spins erspielt. Mit einem Gewinn von 1000. Den genauen spielablauf kann man nicht einsehen. Der Support meinte das egal was ich gewonnen hätte ich nur das zehnfache meiner Einzahlung (100€) auszahlen kann obwohl die 1000€ in mein echtgeld Konto transferiert wurden..

Hello Mophet,

Unfortunately if the bonus comes with a max cash out limit there is nothing we are able to do. Even thou all of you balance was converted to real money, the maximum allowed amount to withdraw from it was still limited to 10x of your deposit - the amount is deducted only when you try to withdraw - until then the balance is still considered as bonus winnings.

I'm really sorry that we could not help you out more but the casino terms are clear in this case. We will be now forced to reject the complaint as nothing unfair was done by the casino.

Best regards,

Nick