Luckybud Casino - O pedido de retirada do jogador está atrasado.

This casino is the worst I've seen in the many years I've been playing and registered with Guru, so I'm asking for your rating to be lowered. Let me explain:

As a wagering requirement they have established in the terms and conditions a requirement of x2 when playing without bonuses and also in the chat (I have a screen) a certain Olivia tells me that when playing without bonuses it would be x1, that is, I deposit € 100 and I have to bet up to € 200 to be able to withdraw. Well, once I have met that requirement (not x1 but x2) and having bet more than € 200, I try to withdraw and they don't let me. Apart from that, I want to verify the account and the casino system tells me that I have to deposit, when there is a balance of € 201. Apart from that, in the chat they don't know anything about anything and they tell you to write to the casino support but I have written to them 3 times already and they don't answer. I tell them in the chat that what are they for if they are not capable of solving anything.

Anyway, with this complaint I want players to know that everything is an impediment to being able to withdraw and I ask Guru to take good note of this because it has never happened to me in a casino.

I'd also like to say that in the chat they tell me that to know if I've met the requirement, I should look at my history, but only seven bets made appear after playing for an hour, and there are many more bets until I reach the requirement of €200 wagered.

I also registered because I always read Guru to see if the casino is good or not. It turns out I saw they had American roulette from the provider Truelab. I clicked to play and another roulette wheel appeared, which is clearly a scam and can be verified.

If you try to verify your account, they won't let you; if you send documents by email, they won't look at them and won't answer; if you go to withdraw, they won't let you; if you enter the chat, the agent has no idea about anything or doesn't want to help you, etc., etc., in short, it's a casino disaster.

Finally, I sent them an email telling them to at least return my €100 deposited yesterday, the 17th, and that they should keep the profits, as I don't want them, but they haven't even responded to this last point.

I have screenshots of everything I say in this complaint in case I need to send them and I have always trusted Guru but on this occasion I have to say and I believe that the rating that Guru gives to this casino does not correspond to reality.

Este casino es lo peor que he visto en muchos años que llevo jugando y que llevo registrado en Guru por lo que pido sea rebajada la calificación que le dais. Me explico:

Como requisito de apuesta tienen establecido en los términos y condiciones un requisito de x2 al jugar sin bonos y además en el chat ( tengo pantalla) me dice una tal Olivia que al jugar sin bonos seria x1, es decir deposito 100 € y tengo que apostar hasta 200 € para poder retirar. Pues bien , una vez he llegado a cumplir ese requisito ( no el x1 sino el x2) y habiendo apostado mas de 200, intento retirar y no me dejan. Aparte quiero verificar la cuenta y me dice el sistema del casino que tengo que depositar , cuando hay un saldo de 201 €. Aparte en el chat no saben nada de nada y te dicen que escriba al soporte del casino pero les he escrito ya 3 veces y no contestan. Le digo en el chat que para que están si no son capaces de solucionar nada.

En fin , con esta queja quiero que sepan los jugadores que todo son impedimentos para poder retirar y le pido a Guru que tome buena nota de esto porque jamás me había pasado en un casino.

También decir que en el chat me dicen que para saber si he llegado al requisito, que mire en el historial pero solo salen siete apuestas hechas cuando estuve jugando una hora y hay muchisimas mas apuestas hasta llegar al requisito de 200 € apostados.

Además me registre porque siempre leo a Guru si el casino es bueno o no. Pues resulta que vi que tenían la ruleta americana del proveedor Truelab, pincho para jugar y sale otra ruleta lo que esta claro que es un engaño y se puede comprobar.

Si intentas verificar cuenta no te dejan, si mandas documentos por correo no lo miran y no contestan, si vas a retirar no te dejan, si entras en el chat, la agente no tiene ni idea de nada o no te quiere ayudar, etc....etc.... en definitiva es un desastre de casino.

Por ultimo , les he enviado un correo diciendo que por lo menos me devuelvan mis 100 € depositados ayer día 17 y que las ganancias se queden con ellas que yo no las quiero, pero ni siquiera contestan a esto ultimo.

Tengo pantallas de todo lo que digo en esta queja por si hay que enviarlas y siempre he confiado en Guru pero en esta ocasión tengo que decir y creo que la calificación que le da Guru a este casino no se corresponde con la realidad

Dear jobertin,

Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing. I have reviewed the Terms and Conditions of Luckybud Casino, and I found the following clause:

10.23 Money deposited in the Casino must be used for gaming activity. Due to this, any deposit has to be wagered 2 times (player must place bets three times of their deposit amount) before the withdrawal of funds connected to this deposit is available. In case several deposits were made with no gaming activity, player has to wager the total amount of these deposits prior to withdrawal.

To better understand your situation, could you please clarify the following?

• Did you accumulate your winnings of €201 without an active bonus?
• What error message do you receive when attempting to withdraw your winnings?
• Which types of games did you play?
• Can you see a progress bar in your casino profile indicating how much of your deposit has already been wagered?
• Have you made only one deposit of €100 into this casino?

Your cooperation in providing these details will help us investigate and work toward a resolution.

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

Best regards,

Veronika

Hello Veronika: I'll answer your questions.

-The winnings were without bonuses since I have never played with bonuses.

-No error message appears, it simply does not give any option to withdraw, only the option to deposit appears

-I always play American roulette.

-On the progress bar to view the betting history, only 7 bets appear, and sometimes nothing at all; a message appears that says "there is no game history."

-Yes, I have only made a deposit of €100

Before starting to play, Agent Olivia told me that when playing without bonuses, the wagering requirement would be a single deposit. She then told me it was twice, and I asked if if I deposited €100, would I have to wager until I reached €200, and she said yes. Yesterday, I told her I had already wagered €200 and was eligible to withdraw. She then told me no, and I asked her to send me my betting history because I don't see any history or only see 7 bets, and the chat hung up on me.

I have already written to support 4 times but they don't answer.

I have screenshots of everything discussed in the chat.

Hola Veronika: le contesto a sus preguntas

-Las ganancias fueron sin bonos ya que nunca he jugado con bonos.

-No sale ningún mensaje de error simplemente no da ninguna opción de poder retirar, solo sale la opción de depositar

-Siempre juego a la ruleta americana.

-En la barra de progreso para ver el historial de apuestas solo salen 7 apuestas y algunas veces ni siquiera sale nada, sale un cartel que dice " no hay historial de juego"

-Si, solo he realizado un deposito de 100 €

Decir que antes de empezar a jugar la agente Olivia me dice que al jugar sin bonos el requisito de apuesta será de una vez el deposito. Después me dice que son dos veces y le pregunte que si deposito 100 tendría que apostar hasta llegar a 200 € y me dijo que si. Ayer le dije que ya había apostado los 200 y que tenía derecho a poder retirar, entonces me dice que no y le pido me mande el historial de apuestas porque a mi no me sale ningún historial o solo me salen 7 apuestas y me cuelga el chat.

He escrito ya 4 veces al soporte pero con contestan.

Tengo pantallas de todo lo hablado en el chat

Hello again Veronika: I also sent you where it says that the bet has to be twice the deposit and where the agent Olivia tells me in the chat that it is 2 times the deposit and she even tells me that only once and that is why I deposited and played. That wagering requirement (twice the deposit) has already been met but they won't let me withdraw. Yesterday she told me in the chat that if it was 2 times the deposit and I told her that if I had deposited 100 I would have to bet 200 and she answered yes (I also have a screen of this last one) and I asked her why they won't let me withdraw and that she should send me the history but she closed the chat and left me waiting. As I said, this casino is a total disaster

Greetings and thank you for helping me resolve this issue.

Hola de nuevo Veronika : también le envío donde dice que la apuesta tiene que ser dos veces el deposito y donde la agente Olivia me dice en el chat que son 2 veces el deposito e incluso también me dice que una vez nada mas y por eso deposité y jugué. Ya se cumplió ese requisito de apuesta ( el de dos veces el deposito) pero no dejan retirar. Ayer me dijo en el chat que si eran 2 veces el deposito y le dije que si habia depositado 100 tendria que apostar 200 y me contesto que si ( tambien tengo pantalla de esto ultimo) y le pregunté que por que no me dejan retirar y que me mandara el historial pero cerró el chat y me dejó esperando. Ya digo que este casino es un desastre total

Un saludo y gracias por ayudarle a resolver este asunto

Could you please send me the betting history showing the amounts of bets you made? The screenshots from your player profile will be sufficient enough to help us proceed.

Hi Veronika: I told you the other day that only seven bets appear in the history, and there's no way to see the rest. I've been playing for about an hour, so how is it possible that only those seven bets are visible?

The last time I went to the casino I asked agent Olivia to tell me how to see all the bets from the only day I played, but as I told you the other day, she didn't send me anything or tell me how to get the history, what she did was hang up on me, that is, she closed the chat and to this day I don't know anything else.

I also told you I wrote to support five times, and they haven't responded even once. So you can see how bad this casino is.

I'm sending you the only history that appears.

A salt

There are only seven bets that come out

Hola Veronika: Ya te dije el otro día que solo salen en el historia siete apuestas y no hay forma de ver las demás. Si estuve jugando alrededor de una hora ¿como es posible que solo se vean esas siete apuestas?

La última vez que entre en el casino le pedi a la agente Olivia que me dijera como ver todas las apuestas del único día que jugue pero como ya te dije el otro día, ni me manda nada ni me dice como sacar el historial, lo que hizo fue colgarme es decir me cerró el chat y hasta hoy no se más nada.

También te dije que escribí cinco veces al soporte y no han contestado ni una sola vez. Para que veas como es este casino de malo.

Te mando el único historial que sale

Un sal

Son siete apuestas solamente las que salen

Hello Veronika: Please close the complaint. I gambled the €201 and lost it. I have already closed the account.

Another thing: I have serious gambling addiction problems and I would like you to please close my Guru account forever.

hola Veronika : le ruego cierre la queja, me he jugado los 201 € y los perdi y ya he cerrado cuenta

Otra cosa : tengo graves problemas de adiccion al juego y quisiera por favor me cierre mi cuenta de Guru para siempre

Thank you for your reply. I am sorry to hear that you have lost your money playing. As there is nothing more we can do to help you, I will now close your complaint and your account. Thank you for your reply. I am sorry to hear that you have lost your money playing. As there is nothing more we can do to help you, I will now close your complaint and your account.

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