LuckyWave Casino - O saque do jogador foi confiscado.

Hello Casino Guru team,

I have a massive problem with LuckyWave Casino. Due to a technical error in their system, €500 of legitimate real money was deducted from my account.

The case:

On August 22nd, I requested a withdrawal of €500 (real money). The next day (August 23rd), I claimed a €75 bonus. I was lucky and completely fulfilled the wagering requirements. The maximum win for this bonus was €750.

Then the error occurred: The casino's system suddenly canceled my €500 real money withdrawal from the previous day and combined it with the bonus funds. I contacted support. The representative confirmed the system error, apologized, and manually corrected my balance to the correct €1250 (€500 real money + €750 maximum win from the bonus). The chat history, in which support admits the error, is available as evidence.

Since the bonus had now been wagered and the money cleared, I requested a withdrawal of €1000 and left €250 in the account, which I used to increase my balance to €500. A short time later, the finance department's automated system struck again: it canceled my €1000 withdrawal and confiscated €500 from my account, stating in an email that I had exceeded the bonus's maximum win limit.

The system essentially applied the bonus limit twice, counting my real money from the previous day, as well as winnings after the bonus ended, as bonus money. Although support agrees with me, the finance department, or rather the faulty system, is blocking my withdrawal and has stolen €500 from me.

I have attached all screenshots of the transactions, emails, and chats (where the casino admits the error). I urgently request your help, as the regular support seems powerless against the automated system of the finance department.

Thank you in advance!

They say I played with bonus money, which isn't true since I had already completed the bonus period. Unfortunately, this happened due to a misunderstanding. The bonus money was mixed with my real money.

Hallo Casino Guru-Team,

ich habe ein massives Problem mit dem LuckyWave Casino. Aufgrund eines technischen Fehlers in deren System wurden mir 500€ an legitimem Echtgeld gestrichen.

Der Fall:

Am 22.08. habe ich 500€ (Echtgeld) zur Auszahlung beantragt. Am nächsten Tag (23.08.) habe ich einen 75€ Bonus beansprucht. Ich hatte Glück und die Umsatzbedingungen komplett erfüllt. Der Max-Win für diesen Bonus lag bei 750€

Dann passierte der Fehler: Das System des Casinos stornierte plötzlich meine 500€ Echtgeld-Auszahlung vom Vortag und warf sie mit dem Bonusgeld in einen Topf. Ich habe den Support kontaktiert. Der Mitarbeiter bestätigte den Systemfehler, entschuldigte sich und korrigierte mein Guthaben manuell auf die korrekten 1250€ (500€ Echtgeld + 750€ Max-Win aus dem Bonus). Der Chatverlauf, in dem der Support den Fehler zugibt, liegt als Beweis vor

Da der Bonus nun umgesetzt und das Geld bereinigt war, beantragte ich 1000€ zur Auszahlung und ließ 250€ auf dem Konto, mit denen ich auf 500€ hochspielte. Kurze Zeit später schlug das automatisierte System der Finanzabteilung wieder zu: Es stornierte meine 1000€ Auszahlung und konfiszierte 500€ von meinem Konto mit der E-Mail-Begründung, ich hätte das Max-Win-Limit des Bonus überschritten

Das System hat das Bonus-Limit quasi doppelt angewendet und mein Echtgeld vom Vortag, sowie Gewinne nach Beendigung des Bonus, als Bonusgeld gewertet. Obwohl der Support mir recht gibt, blockiert die Finanzabteilung bzw. das fehlerhafte System meine Auszahlung und hat mir 500€ gestohlen.

Ich habe alle Screenshots der Transaktionen, der Mails und der Chats (wo das Casino den Fehler zugibt) angehängt. Ich bitte dringend um Ihre Hilfe, da der normale Support gegen das automatisierte System der Finanzabteilung offenbar nicht ankommt.

Vielen Dank im Voraus!

Sie sagen ich hab mit dem Bonus Geld gespielt was aber nicht stimmt da ich davor den Bonus bereits beendet habe. Aber leider wegen einen miss Verständnis. Das Bonus Geld mit meinen echt Geld vermischt wurde.

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 this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please send me a screenshot of your bonus history and a screenshot of your transaction history?
• Am I correct in understanding that your withdrawal request from 22 August was cancelled while you were wagering a bonus you activated on 23 August?
• Did you accumulate your original €500 winnings that you wanted to withdraw on 22 August with or without a bonus?
• Have you made any successful withdrawals from this casino before?

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

Could you please send me a screenshot of your bonus history and a screenshot of your transaction history?

Here you can see my €500 payout.

You can see the first payout at 12:08: €750 and €201. That was before I had to wager the bonus. The €201 was then deducted because the maximum cashout was 75x. That was all okay.

You can see that my €500 and €750 deposits were cancelled. They then gave me €250 and said that because of the maximum cashout limit, the rest was deducted, meaning I'm missing €500. I contacted support. They acknowledged the error and refunded me the €500, so far so good. I then withdrew €1000, as you can see, and continued playing with the €250, aiming for €500. This means I could have withdrawn €1500. However, all withdrawals were rejected again due to bonus conditions. As long as the bonus hasn't been paid out, I'm not allowed to continue playing; otherwise, the amount will keep being reset. Which is what's happening.

You have the terms and conditions and I wanted to clarify it with support, but yes, that was his answer.

Am I correct in understanding that your withdrawal request from August 22 was canceled while you were wagering a bonus you activated on August 23?

Yes, exactly, and that caused some confusion.

Did you accumulate your original €500 winnings that you wanted to withdraw on August 22nd with or without a bonus? Without a bonus; I only received it a day later.

Have you made any successful withdrawals from this casino before?

No, I've been waiting for my payout for 6 days now, that's the next problem, they say they can't do anything…

Could you please send me a screenshot of your bonus history and a screenshot of your transaction history?

Ihr sehen sie meine 500€ Auszahlung.

Ihr sehen sie die erste Auszahlung um 12:08 750€ und 201€ das war als ich nich den Bouns umspielen musste die 201€ wurden dann abgezogen weil 75x max cashout war. Das war alles ok.

Sie sehen dann meine 500€ wurden storniert und meine 750€ wurden storniert sie haben mir dann 250€ gegeben und gesagt wegen Max cashout wurde der Rest abgezogen das heißt mir fehlen 500€ ich habe den support kontaktiert. Sie haben den Fehler eingesehen und mir dann die 500€ erstatte soweit so gut. Ich habe dann 1000€ ausgezahlt wie sie sehen und ich hab dann mit den 250€ weiter gespielt auf 500€ das heißt ich hätte 1500€ auszahlen können. aber alle Auszahlungen wurde wieder abgelehnt Grund wegen Bonus Bedingung. Solang der Bonus nicht ausgezahlt wurde darf ich nicht weiter spielen ansonsten wird mir der betrag immer wieder zurück gesetzt. Was ihr der Fall ist.

Ihr die AGBs und ich wollte es klären mit dem support aber ja das war sein Antwort

Am I correct in understanding that your withdrawal request from 22 August was cancelled while you were wagering a bonus you activated on 23 August?

Ja genau und das hat dann zu Verwirrungen gesorgt

Did you accumulate your original €500 winnings that you wanted to withdraw on 22 August with or without a bonus? Ohne Bonus den habe ich erst ein Tag späteR erhalten

Have you made any successful withdrawals from this casino before?

nein ich warte seit 6 Tage auf mein Auszahlungen das ist ja das nächste Problem sie sagen sie können nichts tun….

Dear Vss222,

Unfortunately, we have reached a point where we are unable to make any further progress with your complaint.

Under normal circumstances, we would now contact the casino and ask them to provide their explanation and position regarding your case. However, LuckyWave Casino already has more than five complaints that were closed under our No Reaction Policy, which clearly indicates that the casino is currently unwilling to cooperate with us.

As a result, we have no choice but to close your complaint as "Unresolved." This will negatively affect the casino's overall rating. While I understand that this does not provide you with the resolution you were hoping for, unresolved complaints can have an impact on the casino's rating and may encourage the casino to reconsider its approach to cooperation.

Unfortunately, this appears to be a recurring issue with LuckyWave Casino. We have made numerous attempts to contact the casino and resolve complaints through various channels, including email, live chat, and their affiliate team. Despite these repeated efforts, we have been unable to establish meaningful communication or obtain their cooperation.

You can review our previous unsuccessful attempts to mediate similar complaints on the casino's profile.

For these reasons, we strongly recommend avoiding LuckyWave Casino until its approach to resolving player complaints changes.

I sincerely wish I could have done more to assist you in this case. The casino may reopen the complaint at any time if they decide to cooperate with us.

Best regards,

Veronika