LuckyStart Casino - Retirada do jogador reduzida devido a bônus inesperado.

Hello, I received an email today from Lucky Start Casino saying that my cool-off period is over and I can play again. So I went to the site and wrote to support and asked if there was a deposit bonus since I had been out for a long time. Support replied emphatically in the negative. They had checked several times and unfortunately there was nothing they could do. Okay, fine, I thought to myself, and deposited 50 euros anyway, WITHOUT selecting a bonus or entering a code. After a short time, I got a bit lucky and played my way up to 430 euros. Of which I lost another 130 to withdraw 300. After a few hours, I got a shock. I received an email saying that I had used a bonus and my withdrawal amount had been reduced from 300 to 50. This was because I had received a 10% bonus on the 50 euros, i.e. 5 euros. The maximum withdrawal amount would therefore be 50 euros. I immediately contacted support to clarify that I hadn't selected a bonus, and that support had explicitly told me there was no deposit bonus. Support told me they understood my frustration, but it was my own fault, as I had to explicitly opt out of bonuses in my account. Excuse me? I'm supposed to opt out of something I didn't want, and according to support, doesn't exist anyway? When I pressed them, saying that it's not serious to simply add a bonus, support responded with the following:

"I'm sorry to hear about your experience. It seems there may have been a misunderstanding regarding the bonus application. If customer service told you that no deposit bonus was available, and a bonus was applied anyway, this could be due to an automatic system feature that applies bonuses based on certain criteria. To prevent this from happening in the future, you may want to disable the automatic bonus issue feature in your account.

This feature can add bonuses automatically based on your deposits and the promotions available at that time." After this statement it became clear to me that a bonus had been secretly added in a totally fraudulent, malicious and definitely calculated manner by the casino.

It should be clear that the bonus amount of 5 euros was so small that it didn't stand out, especially since I had several wins in my first 2-3 spins, so that there was no noticeable bonus at all.

Now I hope you can help me. Support is being difficult, so I'm asking for your help.

Hallo, ich habe heute eine Mail vom Lucky Start Casino bekommen, dass meine cool off Periode vorbei ist, und ich gerne wieder spielen kann. Also ging ich auf die Seite und schrieb den Support an, und fragte ob es einen Einzahlungsbonus gibt, da ich ja lange Zeit raus war. Dies wurde vom Support klar verneint. Sie hätte mehrfach nachgeschaut und leider wäre da nichts zu machen. Okay gut dachte ich mir, und zahlte trotzdem 50 Euro ein, OHNe einen Bonus angewählt zu haben, oder einen Code eingegeben zu haben haben. Nach kurzer Zeit hatte ich etwas Glück und spielte mich auf 430 Euro hoch. Wovon ich noch 130 verspielte, um 300 zur Auszahlung zu bringen. Nach einigen Stunden traf mich dann der Schlag. Ich bekam eine email, in der stand das ich einen Bonus genutzt habe und meine Auszahlungsumme von 300 auf 50 reduziert wurde. Da ich einen 10 % Bonus auf die 50 Euro bekommen hätte, also 5 Euro. Maximaler Auszahlungsbetrag wären demnach 50 Euro. Ich kontaktiere sofort den Support um klar zu machen, das ich keinen Bonus ausgewählt habe und mir explizit vom Support gesagt wurde das es keinen Einzahlungsbonus gibt. Der Support sagte mir sie können meinen Ärger verstehen, aber ich wäre selber schuld, da ich in meinem Account explizit gegen Bonusse wiedersprechen müsse. Wie bitte ? Ich soll einen wiederspruch geben für etwas was ich nicht wollte, und laut Support eh nicht existiert? Als ich nachbohrte das es ja nicht seriös ist einfach einem Bonus zuzufügen , antwortete der Support folgendes

„Es tut mir leid, von Ihrer Erfahrung zu hören. Es scheint, als könnte es ein Missverständnis hinsichtlich der Anwendung des Bonus gegeben haben. Wenn Ihnen vom Kundenservice mitgeteilt wurde, dass kein Einzahlungsbonus verfügbar war, und dennoch ein Bonus angewendet wurde, könnte das an einer automatischen Systemfunktion liegen, die Boni basierend auf bestimmten Kriterien anwendet. Um dies in Zukunft zu verhindern, möchten Sie vielleicht die Funktion zur automatischen Ausstellung von Boni in Ihrem Konto deaktivieren.

Diese Funktion kann Boni automatisch basierend auf Ihren Einzahlungen und den zu diesem Zeitpunkt verfügbaren Promotionen hinzufügen" spätesten nach dieser Aussage war mir klar das total betrügerisch , arglistig und definitiv berechnet vom Casino willkürlich ein Bonus heimlich hinzugefügt wurde.

das die Bonussumme von 5 Euro so gering war, das diese nicht auffiel sollte klar sein, zumal ich gleich in meinen ersten 2-3 Spins mehrere Gewinne erzielte, sodass in keinsterweise ein Bonus erkennbar gewesen ist.

nun hoffe ich das Sie mir helfen können. Der Support stellt sich quer, deshalb bitte ich um ihre Hilfe.

Dear Kingeckrim,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with LuckyStart Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Do you have an access to your game history, please? Could you kindly send it to me as well, please?
• 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.

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

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

Best regards,

Katarina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello, I have sent you all the available information and screenshots.

thank you very much for your help.

Guten Tag , ich habe Ihnen alle die vorliegenden Informationen und Screenshots zukommen lassen.

vielen Dank für Ihre Hilfe .

Support is now ignoring all my messages. It would be great if you could contact the casino.

Der Support ignoriert mittlerweile alle meine Nachrichten. Wäre echt schön wir ihr mit dem Casino mal Kontakt aufnehmen könntet.

Is there any news yet?

Gibt es schon Neuigkeiten ?

What's actually going on here? It would be nice to get some information...

Was ist hier eigentlich los ? Wäre schon nett wenn man mal irgendeine Information bekommt…..

Hello,

please note that this is not a live chat, so there is no need to repeatedly ask for our intervention. We currently have hundreds of active complaints and even though we try our best, it is not possible for us to reply immediately to all messages. We have 7 days to respond to each complaint and we always get back as soon as possible. Please, bear with us. Thank you for your patience and understanding. 

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

okay

Hello there,

Thank you Kingeckrim for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask LuckyStart Casino for their help in resolving this complaint. We would like to know how we can help resolve this issue.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

It doesn't really surprise me that the casino is still not responding to any inquiries, and if they are, they still don't see anything. I only noticed today when contacting support that they don't understand anything. So sorry, but anyone who simply slips a player a bonus even though they have previously clearly and directly denied that there is no deposit bonus is, in my opinion, acting maliciously and fraudulently. They knew exactly what they were doing. You can see that from the fact that the maximum withdrawal amount is then limited to 50 euros. Of course it makes sense if I, as a player, deposit 50 euros. So they knew from the start that, great, we can't lose today if we slip the player a bonus he didn't even want. This whole thing is making me so angry. Especially since we're not talking about amounts in the thousands here, but about a small player like me who just wants his 300 euros.

By the way, I informed support that we're trying to resolve this here. They said they didn't know anything about it and hadn't received any notification that we were trying to resolve it here.

Wundert mich tatsächlich nicht, das Casino reagiert weiterhin nicht auf irgendwelche Anfragen, und falls ja sehen die weiterhin nichts ein, erst heute wieder beim Support gemerkt, dass die garnichts kapiert haben. Also sorry aber wer einem Spieler einfach einen Bonus unterjubelt obwohl man vorher ganz klar und direkt verneint das es keinen Einzahlungsbonus gibt, der handelt meines Ermessens nach arglistig und betrügerisch. Die wussten doch ganz genau was sie tun. Sieht man doch alleine daran das dann der maximale Auszahlungsbetrag auf 50 Euro begrenzt ist. Macht natürlich Sinn wenn ich als Spieler 50 Euro einzahle. Also wussten die ja von Anfang an , geil wir können heute eh nicht verlieren , wenn wir dem Spieler einen Bonus unterjubeln den er garnicht wollte. Mittlerweile macht mich diese Sache so dermaßen sauer. Zumal wir hier nicht von irgendwelchen tausender Beträgen reden, sondern von einem kleinen Spieler wie mich, der einfach seine 300 Euro haben will.

ich habe übrigens den Support drauf aufmerksam gemacht das wir hier das versuchen zu klären. Laut deren Aussage wüssten die von nichts, und hätten auch keine Benachrichtigung bekommen, dass wir es hier versuchen zu klären.

Dear Kingeckrim, I have gotten in contact with the casino representative and they sent me the following message about your case:

Hi Kingeckrim,

Thank you for bringing this to our attention, and first of all - we sincerely apologize for the confusion and frustration this situation has caused.

After carefully reviewing your case, we fully acknowledge that the 10% bonus was applied automatically in error, despite your communication with our support team and your clear intent to play without any active bonus. This does not meet the standards we aim to uphold, and we take full responsibility for the mistake.

To make things right, we have reversed the decision and restored the full €250 that was previously deducted from your withdrawal. These funds have already been returned to your account and are yours to use or withdraw as you wish - with no further restrictions or conditions.

We understand how important trust and transparency are, especially when it comes to handling your winnings. Please rest assured that we are taking internal steps to ensure this kind of issue does not happen again in the future.

If you have any further questions or concerns, you are always welcome to reach out to our VIP team directly. We're here to help.

Thank you for your patience and for giving us the opportunity to make this right.

Best regards,

The LuckyStart Casino Team

Let me know if this resolves your issue or if you require any further assistance. Thank you in advance!

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Kingeckrim,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Peter