Lucky 31 Casino - プレイヤーの出金は、望ましくないボーナスのため拒否されました。

Good morning

I come to you because a withdrawal of 1040 euros has been refused by the financial department. I deposited 20 euros via my card. But without my asking, I was awarded a bonus of 5 euros. So I did a few rounds of roulette then I canceled this bonus which I did not want and which I never wanted. I am asked to confirm do you want to lose the bonus of 5 euros I confirm yes. And that I continue to play with my money for 2 days. I request a withdrawal of 1040 euros which I am categorically refused for bonus use that I did not respect x35 on the deposit and ×35 on the bonus of 5 euros. Except that I never wanted this bonus, it was imposed on me with my deposit of 20 euros without my being free to choose. For my part, what is the point of playing this bonus to win an unfortunate 5 euros.

So 1040 euros canceled for this imposed bonus. I tried through customer service to tell them that I hadn't asked for this bonus. In vain.

bonjour

je viens vers vous car un retrait de 1040 euros a été refusé par le service Financier. J ai déposé 20 euros via ma carte. Mais sans que que je le demande on m à attribué un bonus de 5 euros. Donc j ai fait quelques tours de roulette puis j ai annulé ce bonus que je ne voulais pas et que je n ai jamais souhaité. On me de demande de confirmer voulez vous perdre le bonus de 5 euros je confirme oui. Et que je continue de jouer avec mon argent et ce pendant 2 jours . Je demande un retrait de 1040 euros qu on me refuse catégoriquement pour utilisation bonus que je n ai pas respecté x35 sur le dépôt et ×35 sur le bonus de 5 euros. Sauf que ce bonus j en ai jamais voulu ,on me l à imposé avec mon dépôt de 20 euros sans que je sois libre de choisir. Pour ma part quel interet de jouer ce bonus pour gagner un malheureux 5 euros.

Donc 1040 euros annulé pour ce bonus imposé. J ai essayé par le service client de leur dire que je n avais rien demandé pour ce bonus. En vain.

Dear wawane,

Thank you very much for submitting your complaint. I’m sorry to hear about your issue. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please specify what type of bonus have you received? Do I understand correctly that it was added to your account automatically? When did you notice that a bonus was added to your account?

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

Good morning

I basically wanted to play with a deposit of 20 euros without asking for a bonus. Moreover during my deposit no checkbox or not to validate a bonus. So for me I was playing with 20 euros. Without knowledge either of a promotional offer because nothing received. Customer service informed me that I was subscribed to its offers. The question must you click on a link to validate it or it is automatic. I realized my balance after a few rounds of roulette. This is where I asked to cancel my 5 euro bonus.

bonjour

je voulais a la base jouer avec un depot de 20 euros sans demande de bonus . De plus lors de mon dépôt aucune case à cocher ou non pour valider un bonus. Donc pour moi je jouais avec 20 euros. Sans connaissance non plus d une offre promotionnelle car rien reçu. Le service client m a informé que j étais inscrit à ses offres. La question faut il cliquer sur un lien pour le valider ou c'est automatique. Je me suis rendu compte de mon solde après quelques tours de roulette. C est la que j ai demandé à annuler mon bonus de 5 euros.

Could you please provide me with your bonus history? Would it also be possible for you to send me your gaming history? My email is veronika.l@casino.guru. Alternatively, you may post it here.

Also, could you please specify how your balance is shown in your account? Do you see your real balance and your bonus balance separately, or are all your funds shown together?

Hello, I am writing to inform you that the casino has reviewed its position and has been honest by transferring the winnings to my account. Happy ending. THANKS.

Bonjour je vous écris pour vous informer que le casino a revu sa position et s est montré honnête par le virement des gains sur mon compte. Dénouement heureux. Merci.

Dear wawane, thank you for the update. Do I understand correctly that your issue has been resolved and the complaint may now be closed? Please let me know.

yes the complaint can be closed. Everything is resolved.

oui la plainte peut être fermée. Tout est résolu.

Dear wawane,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Veronika

Casino.Guru