Lucky7even Casino - O valor máximo que um jogador pode sacar é limitado e não está claro.

I had a deposit of $50 and used a bonus code EXTRACASHBACK which did not mention any winning limits on the email sent to me. It just started unlimited extracash bonus without any withdrawal limits. Usually they send the Cashback manually which they did for my previous deposits. This time while using the code they said it was added with my withdrawal which I doubt as I only saw my deposit amount. The agent called me in my phone stating I won $2000 using the $10 from Cashback and said it is capped at 10 times the bonus amount to $100. He said the bonus was triggered and I received the Cashback after I lost my $50 of deposit. However I debated stating I had never lost my $50 deposit and the code did not give me any bonus after my loss. Later he sent me picture of the system saying 20% EXTRACASHBACK on my deposit has finished wagered requirement. When I asked him to send me my deposit and betting logs he sent me a one time view photo showing the Cashback was added 7-8 minutes after the deposit. I was already playing slots converting my RCP to free spins and had no idea of the whether the Cashback was added with the deposit. His system and picture shows the Cashback was added along with the deposit which was completely different from his phone call claim of me losing the $50 deposit then later playing with $10 Cashback. Now the casino says I can only withdraw $100 max and the rest of the money will either be voided or I can just play to increase my points till I lose however cannot be withdraw.

Their terms and conditions say the cap for 300% offer with deposit match, it's withdrawal and winning limit is 10 times. However there is nothing mentioned specifically for the EXTRACASHBACK code. The no deposit bonus and free spins have caps of winning mentioned though.

Kindly help me clarify the cap they are applying for my winning which I do not feel is fair. I have attached the email send to me regarding the Cashback offer sent without any winning limits mentioned in the email.

I have also attached the picture of my winning and withdrawal.

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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Lucky7even Casino. I checked the terms and conditions on the casino's website and found this:

https://www.lucky7even.com/bonus-terms-and-conditions

1.6. Cashback and Cash Rewards are considered bonuses unless otherwise stated, and all general bonus rules apply. These carry a 10× wagering requirement (unless specified) and a maximum win/withdrawable limit of 10× the bonus amount. After wagering is completed, the maximum win/withdrawable limit remains active. If the player continues playing without withdrawing, the funds remain bonus-derived and subject to the same maximum win/withdrawable limit, regardless of any further winnings.

• Could you please explain how fast you lost the 50 you deposited?
• Could you please explain in more detail the timeline of your gameplay?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Dear Fabled,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru