LuckyStart Casino - プレイヤーのボーナスが不当にキャンセルされました。

Luckystart refuses to credit my bonus. I was told it's a non-sticky bonus and that I'm not yet in the bonus money range.

I then asked support how much real money I had left. They replied that I had no real money left. After that, I asked which bonus was active. I was again assured that it was a non-sticky bonus. I was also told that the amount would be lost if I canceled the bonus.

Then I said: "Okay, good, maybe I am already in the bonus money range."

When I then wanted to view the wagering requirements or the bonus percentages, I clicked on the bonus — and at that moment the bonus was immediately cancelled, even though I had not selected or confirmed a cancellation.

Luckystart möchte mir den Bonus nicht mehr gutschreiben. Mir wurde gesagt, dass es sich um einen Non-Sticky-Bonus handelt und dass ich mich noch nicht im Bonusgeld-Bereich befinde.

Daraufhin habe ich den Support gefragt, wie viel Echtgeld ich noch habe. Sie antworteten, dass ich kein Echtgeld mehr habe. Danach habe ich gefragt, welcher Bonus aktiv ist. Mir wurde erneut bestätigt, dass es sich um einen Non-Sticky-Bonus handelt. Außerdem wurde mir gesagt, dass der Betrag weg ist, wenn ich den Bonus storniere.

Daraufhin meinte ich: „Okay, gut, vielleicht bin ich dann doch schon im Bonusgeld-Bereich."

Als ich dann die Umsatzbedingungen bzw. die Bonus-Prozente ansehen wollte, habe ich auf den Bonus geklickt — und in diesem Moment wurde der Bonus sofort storniert, obwohl ich keine Stornierung ausgewählt oder bestätigt habe.

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.

Dear Dennis939,

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:

• What specific bonus were you trying to claim, and when did you receive it?
• Have you attempted to contact customer support again since the bonus cancellation? If so, what was their response?
• Do you have any screenshots or documentation that could help illustrate your claims?

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

Dear Dennis939,

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,
Katarina
Casino.Guru

We’ve reopened this complaint at the request of Dennis939. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Email from Dennis939:

I forgot that the case is still open because of all the holidays.

I played on December 10th and had the 200% welcome bonus code EXC200.

No, I haven't, because I always get the same answer that it's my own fault, etc.

Yes, I have a screenshot showing that it was a non-sticky bonus.

Dear Dennis939,

thank you for your reply.

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.

Looking forward to your reply.

Katarina

I'd be happy to do that.

mach ich gerne

Dear Dennis939,

thank you for your reply a email.

Do you have an access to your game history, please? If so, could you please share it with me?

When the bonus was active, did you see your bonus balance separately from the real balance, please?

Looking forward to your reply,

Katarina

Phew, that's a very good question. I don't remember if you can request the game history from the casino.

Puh das is eine sehr gute Frage des weiß ich nimmer kann man vom Casino die Spielverlauf anfordern?

Dear Dennis939,

thank you for your reply.

Could you please request a full game history from casino support and forward it to me once received? My email is katarina.d@casino.guru.

Additionally, do I understand correctly that you played using real funds, and that once the bonus funds were supposed to be used for gameplay, they were canceled without any explanation?

Thank you in advance for your clarification.

Katarina

So, here's what happened: I hit something and remembered I was in the Rawcash section because I roughly remembered when it launched. So I contacted support and asked if I was still in the Rawcash section.

He told me I couldn't cancel the bonus. I then asked why that was and specifically inquired about my current bonus. They confirmed it was a non-sticky bonus.

After that, I left the support page and wanted to check how much I still needed to wager. At that moment, the bonus had suddenly disappeared.

Also, es war so: Ich habe etwas getroffen und wusste noch, dass ich mich im Rawcash-Bereich befinde, da ich mir ungefähr gemerkt hatte, ab wann dieser gestartet ist. Daraufhin habe ich den Support angeschrieben und gefragt, ob ich noch im Rawcash-Bereich bin.

Er meinte zu mir, dass ich den Bonus nicht stornieren kann. Daraufhin habe ich gefragt, warum das so ist, und zusätzlich explizit nachgefragt, welchen Bonus ich aktuell habe. Dabei haben sie mir bestätigt, dass es sich um einen Non-Sticky-Bonus handelt.

Danach habe ich den Support verlassen und wollte nachschauen, wie viel ich noch umsetzen muss. In diesem Moment war der Bonus auf einmal verschwunden.

Dear Dennis939,

thank you for the update.

Have you requested the game history as I advised in my previous message, please? Have you received it, please?

Looking forward to your reply,

Katarina

Yes, I have, but they're not sending me anything.

Ja hab ich aber die schicken mir nichts

Dear Dennis939,

thank you for the reply.

After careful evaluation and thorough discussions with my colleagues, we have come to the conclusion that the evidence you kindly provided would not be sufficient to support an argument against the casino during mediation with its representatives.

In particular, a screenshot of the communication with the live chat alone would not be considered adequate evidence, as it does not provide verifiable or complete records of the issue in question.

I am sorry to be the bearer of bad news, and I truly wish I could have been of more help in this matter.

We understand that this outcome may be disappointing, and we regret that we are unable to offer further assistance in this matter. If you require further clarification or believe the outcome warrants additional review, we recommend contacting the Curacao Gaming Control Board directly at complaints@cga.cw. We also suggest reviewing our article on submitting complaints to the regulator for guidance.

This complaint will now be closed.

All the best,

Katarina