Stay Lucky Casino - プレーヤーの賞金は、30％の最大ベットルールにより没収されました。

I have lost £1400 with the casino then went in to win £2000 back and they have refused to pay me my winnings because they said I had breached the terms and conditions I have never done that I have played with all my own money and never had it wanted a bonus from them they now have taken all my winnings and left me with nothing please can someone help me as I have been robbed by them 

Dear Matthew,

Thank you very much for submitting your complaint and forwarding the relevant communication. I’m sorry to hear about your negative experience. I have checked general terms and conditions, and this is what I found:

"We reserve the right to withhold any withdrawals and/or confiscate all winnings and bonuses for irregular play.

Irregular play includes, inter alia:

Placing total bets equal to or greater than 30% of the value of the deposit currently in play.

"Total bets" is defined as the sum of individual bets (lines, chips, hands, etc.) within a round, i.e., the total bet amount when clicking the "spin" or "play" or equivalent button."

We will contact the casino and ask for their standpoint, but, before we do so, please could you tell me if you are able to reach your game history (please forward it to petronela.k@casino.guru)? Additionally, could you confirm that you didn’t activate any bonus while depositing and indicate how much the deposit was? I hope, we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you. 

Best regards,

Petronela

What I have read about the casino is that they are doing this all the time to other players I think they need to be stopped before they ruin someone life 

Dear Matthew,

Do I understand it correctly that your last active deposit has been €100? Thank you in advance for your confirmation.

No it was a £200 deposit I won off the £100 where when I was waiting for my withdrawal to be processed 

Thank you very much Matthew for providing all the necessary information. I will now transfer your complaint to my colleague Kristína who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

I would like to ask Stay Lucky Casino to comment on this case and clarify this situation.

Also ask them for My play history please 

What happens if the casino do not reply

Hello Matthew,

We would like to ask the Stay Lucky Casino to reply to this complaint again and 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 will have a negative influence on the casino's rating and this complaint will be shown under the review and all other players will be able to read about your experience.

Hello Matthew,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.