LuckyWins! Casino - プレイヤーの賞金は没収されました。

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.

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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.