LuckyWins! Casino - Os ganhos do jogador foram confiscados.

I made a first deposit of $30 and received a bonus and 100 free spins.. the free spins were given in a series of 25 each day. On day two I played my free spins and won $6Aud. 

I played with this money and won an hour or so later on Moon of Egypt for $1710. I tried to withdraw my winnings after I completed the wager requirements.

At first the staff wanted verification documents including my ID and bank card .. I provided all the information but they couldn't process the funds to my card for technical reasons and asked for a bank transfer request instead.. I made the bank transfer withdrawal request and following the request I was emailed stating the money was confiscated and to contact support for more information. 

After contacting support they capped my winnings to $200 as it has in T&C that money made from free spins should not exceed 200AUD. It only states max money made from.any bonus can be $5000. 

It is incorrect for them to categorise my winnings as winnings from free spins as the money was not made while playing my free spins rounds ... I tried explaining my case to the support staff but the individual I dealt with only responded to me with his rationale being ' it is our decision'.

They gave me 200AUD back which I withdrew and they processed but I am not happy with the service and would like my full amount that I won. 

Thanks

Dear rigs3130,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Do I understand correctly, that you have accumulated your winnings from the first deposit free spins winnings? I have checked the bonus policy, and this is what I found: 

"Maximum winning from any bonus free spins is 200 EUR/USD/AUD/CAD/NZD; 2000 NOK; 16000 RUB; 1100 BRL; 28520 JPY; 17200 INR; 3600 ZAR; 200 CHF; 0.008 BTC; 2.8 LTC; 0.12 ETH; 1.6 BCH; 2956 DOG; 200 USDT. The rule is also applied to all e-mail promotions."

"To wager the bonus/free spins result, you need to make bets for an amount 40 times the bonus/free spins result amount."

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.  

If there is any additional information that would support your case, please do not hesitate to contact us, otherwise, I will be forced to reject your complaint. Thank you for your understanding.  

Best regards, 

Dominika

I did wager the result of my free spins winnings , my total withdrawal amount did not come from the 25 free bonus spins.. I was playing for hours and wagered the result , also it states the max bonus amount is 5000 in the terms which would make more sense for my situation.

.

If my total earnings (1750) that I tried to withdraw furthermore needed to be wagered beyond the 5$ AUD I won on free spins (approx 260 AUD wagering) I feel the staff should have advised me instead of confiscating my winnings.

I'm concerned you don't find grounds to proceed with my complaint. I followed this websites recommendation from a referral and the first customer feedback was his positive experience winning over 1800 from his free spins and being able to withdraw it..

Dear rigs3130, could you please share your bonus history?

Also, has the casino provided you with your game history?

Is it correct that you won 5-6 AUD from the free spins and while wagering these winnings from free spins, you accrued winnings of 1750 AUD?

Dear rigs3130,

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.

I have asked the casino for my history and chat transcripts however they have not provided them to me... I have evidence of emails repeating the requests as I made it known I was seeking advice.

Im not 100% sure whether I was still in the wagering phase for the 5-6AUD I won from free spins or if I had completely wagered the amount and won the 1710 post wager.

Dear rigs3130, do you have the bonus history and the game history? If yes, please send them to my email at dominika.l@casino.guru, or post screenshots here.

Could you please forward all relevant communication between you and the casino?

Thank you very much, rigs3130, for providing the necessary information. 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.

Thank you!

rigs3130

Hello there,

Thank you rigs3130 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask LuckyWins! Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to 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.

Dear Casino Guru,

Player winnings "in question" have been paid out in line with our bonus terms. We have removed only excessive amount upon players withdrawal.

Maximum winnings from any bonus free spins is 200 EUR/USD/AUD/CAD/NZD; 2000 NOK; 16000 RUB; 1100 BRL; 28520 JPY; 17200 INR; 3600 ZAR; 200 CHF; 0.008 BTC; 2.8 LTC; 0.12 ETH; 1.6 BCH; 2956 DOG; 200 USDT. The rule is also applied to all e-mail promotions.

Best regards!

Luckywins!

Thank you for the update LuckyWins! Casino representative, can you provide evidence that the winnings of $1710 were a result of the free spins? According to the player the free spins resulted in the winnings of  $6.54 and only after they were used were the additional winnings accumulated. I would appreciate if you could share the player's betting history to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

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.

Hello CasinoGuru

I thought I would add my accounts and betting history incase the 14 day time limit passes and I would like to show what I currently know to be true.

My current betting history on LuckyWins account database shows here my x25 free spins were played at 8:03 and my wager done and completed at 8:07.

This is a live screenshot when I noticed this feature particularly was playing well - Moon of Egypt (Fugasa Provider) ..

Note: Screenshot time at 8:39 (32 minutes after wager for free spins bonus amount completed)

Same feature as above - still winning nicely.

Time of screenshot 8:44

Feature completed, 8:46.

Has LuckyWins ever offered free spins for this particular game? As far as I know this wasn't an approved game eligible to use free spins.

I'm not sure why my winnings are "in question" LuckyWins - I hope a response is given to my betting history so CasinoGuru can respond as I personally think there are more important cases for this platform than this one and hope to wait only 4 days longer.

Dear rigs3130, the casino representative informed me that they cannot provide me with the gaming history and I should request it from you. As you have already provided what is visible to you in the account we have that covered. Thank you for sharing proactively!

Dear LuckyWins! Casino representative, as it stands the player provided another evidence that the winnings were a result of the real funds, if you cannot provide any sufficient evidence of your stance or won't come to a compromise on the matter I will be forced to close this complaint as 'unresolved'. Thank you in advance for your reconsideration!

This casino disgusts me , offering free spins - 16000 free spins in there email promotion.. does that mean winner only walks away with $200??..

I haven't played online pokies since they abused power - this is character assassination... If individuals have won like me and been able to cash out after using free spins the issue should of been fixed straight away.. Ignoring a serious complaint doesn't make it go away , and to isolate me from the community isn't a way a business who's name is based on Lucky Wins - this would have to be the worst advertising, and If they won't pay out my winnings they need to change their domain name to .co.uk

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.

The bonus terms are stated above -

How do we hold casino accountable for their own rules in T&C's?

And why won't they provide my betting history? I have no further evidence of my betting history as it was deleted from my account - and I would only assume if I won more than $200 in my free spins rounds it would be available in betting history.

Dear rigs3130, as the casino did not provide me with any additional evidence I am forced to close this complaint as unresolved. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of LuckyWins! Casino. We received the following message:

Hi all,

We are reopening this complaint due to a recent policy update on our side. 

As Dominika mentioned earlier in the thread, bonus Terms & Conditions that limit the maximum cashout from bonus play are in line with both industry practice and Casino Guru’s Fair Gaming Codex. This is generally well understood by both casinos and players, but it’s not always clearly stated whether withdrawal limits apply after the bonus wagering requirements have been met.

At the time rigs3130 won, this point was not clearly defined in our Terms and Conditions either. As quoted in our earlier response, our Terms specified the maximum winnings from freespin bonuses, but did not explicitly state whether withdrawal limits still applied after the wagering requirements were fulfilled.

Our policy is more clear now: when playing with bonus funds or freespins, meeting the wagering requirement unlocks the funds for withdrawal, but withdrawal limits continue to apply at the point of cashout, even after wagering is complete.

This leads to the second issue: unfortunately, when this complaint was first raised, we did not respond as we should have. Casino Guru gave us the opportunity to clarify our position and provide evidence, but we failed to follow up. 

That’s on us and for that reason, we will reinstate the player’s winnings.

Kind regards,

Lucy @ LuckyWins

Thank you very much for the positive update LuckyWins! Casino representative.

Dear rigs3130, we will keep this complaint open until you confirm your winnings have been reinstated. Please keep me informed about any further developments.

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

Dear rigs3130,

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