Lucky Tiger Casino - Hráč se snaží vybrat své výhry.

I played with the bonus money, fulfilled all the wagering requirements which by the way is almost impossible to fulfill, in the end, I had + 300 USD, but the rule was that the maximum would be 100 USD, so far so good, but when I went to request the withdrawal, then the problem started, I sent a form by email, to verify my account, they didn't answer me, the chat doesn't work, I can't talk to anyone through the chat, I just want to withdraw the 100 USD I won, which I spent hours playing and praying not to lose. It's amazing that depositing doesn't require anything, but withdrawing is difficult.

Eu joguei o dinheiro de bônus, cumpri todos os requisitos de apostas que por sinal é quase impossível de cumprir, no fim, eu tinha + de 300 USD, porém a regra era que o máximo seria 100 USD, até aí tudo certo, porém quando fui solicitar o saque, aí começou o problema, enviei um formulário por e-mail, para verificarem minha conta, não me responderam, o chat não funciona, não consigo conversar com ninguém pelo chat, quero apenas sacar os 100 USD que ganhei, que fiquei horas jogando e rezando pra não perder. É incrível que para Depositar não exigem nada, mas pra sacar é uma dificuldade.

Dear Kauannagao,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Have you been informed what specifically seems to be a problem in verifying your account? Could you please advise how many days ago you requested a withdrawal and started the account verification?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hello Petronela, I can't talk to the casino, can you please get the casino to answer me which documents I need to send and to which email?

I sent the verification form they ask for by email, but it's just a simple form, kyc verifications, they ask for documents, so I want to do the verification correctly, however on the website in the casino there is no such possibility, and I can't chat with anyone through the chat, because the chat doesn't work, I'm waiting for you Petronela, Thank you.

Olá Petronela, eu não consigo conversar com o cassino, por gentileza, consegue que o cassino me responda quais documentos eu preciso enviar e para qual e-mail?

Eu enviei o formulário de verificação que solicitam por e-mail, mas é apenas um formulário simples, as verificações kyc, pedem documentos, por isso quero fazer a verificação corretamente, porém no site no cassino não existe essa possibilidade, e eu não consigo conversar com ninguém pelo chat, porque o chat não funciona, fico te aguardando Petronela, Obrigado.

Thank you very much, Kauannagao, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) 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.  

Thank you, should I wait for the answer, or do I email her?

Obrigado, eu devo aguardar a resposta, ou envio e-mail para ela?

Hi Kauannagao,

I've just reviewed your case and am sorry to hear about your struggles with the verification process. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Lucky Tiger Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Could you please tell us what documents the player is required to provide you with to verify his account and be able to withdraw?

I'm looking forward to hearing from you.

Kind regards,

Natalia

Natália, thank you very much for your agility and helpfulness, I will be waiting for the casino's response to solve this problem.

Natália, muito obrigado pela sua agilidade e prestatividade, vou estar aguardando a resposta do casino para solucionar esse problema.

Bad casino, don't play! They don't pay and when you hit the rollover which is impossible they make a thousand and one excuses to say that you violated something, that you are not able to receive your withdrawal and so on, I still don't have any response

Péssimo cassino, não joguem! Eles não pagam e quando você bate o rollover que é impossível eles arranjam mil e uma desculpas para dizer que você violou algo, que não está apto para receber o seu saque e assim por diante, sigo sem nenhuma resposta ainda

Why does Casino Guru, a reference in online casinos, recommend these casinos? I went to luckytiger by Guru reference, and now I can't cash out 😭😭😭😭😭

Porque o Guru cassino, uma referência em cassinos online recomenda esses cassinos? Eu fui até o luckytiger por referência do Guru, e agora não consigo sacar 😭😭😭😭😭

Dear Kauannagao,

Thank you for contacting us regarding this matter!

Please be kindly advised that, according to the casino terms, in order to cash out the winnings from the no deposit promo, at least one deposit of $25 or $50 (depending on the maximum cash out of the bonus) should be placed and wagered x1.

However, please be notified that the bets, placed during your play, exceeded $10, which is the violation of the promotion terms. Unfortunately, it makes it impossible to cash out. You are welcome to check other bonuses at the casino though if you wish, please just make sure you don't place bets over $10 before Wagering is completed while playing with a bonus.

Please also feel free to contact our Support 24/7 if you need more details or any other questions occur.

Kind regards,

Lucky Tiger Casino team

I won 50$ of bonus, I had to bet 2500.00 without being able to lose, I was with + 300.00 then they reduced it to 100.00 and then when I went to request the withdrawal, they simply won't let me withdraw. If I was banned from betting 10.00 why didn't the system make it impossible as well as it makes it impossible to play other games? This is actually a scam

Ganhei 50$ de bonus, tive que apostar 2500,00 sem poder perder, estava com + de 300,00 aí eles reduziram pra 100,00 e aí quando fui solicitar o saque, simplesmente não me deixam sacar. Se eu fosse proibido de apostar 10,00 porque o sistema não impossibilitou assim como impossibilita de jogar outros jogos? Isso é na realidade uma enganação

Dear Lucky Tiger Casino team, thank you for the response.

Dear Kauannagao, can you please confirm that your bets were indeed higher than 10$? This is a common practice in many casinos, they do not allow bets higher than a certain amount with an active bonus. It is always necessary to read the bonus terms before playing with the bonus since this rule may be not enforced by the casino's system and players should be very careful about this rule.

I don't remember, I played for hours, but if they didn't allow it, it would have to be like other casinos, where the system itself blocks and cancels the bet when it exceeds the allowed amount, in any case, I already lost everything, THIS CASINO IS BAD ! I ADVISE NO ONE PLAYS!

Eu não me recordo, joguei por horas, mas se eles não permitem, teria que ser igual outros casino, onde o próprio sistema bloqueia e cancela a aposta quando ultrapassa o valor permitido, em todo caso, eu já perdi tudo, ESTE CASSINO É PÉSSIMO! ACONSELHO QUE NINGUÉM JOGUE!

Thank you, Kauannagao. We'll try to find out more information from the casino.

Dear Lucky Tiger Casino, could you please send me any supporting evidence that confirms your statements about the violation of the bonus rules by the player? You can send it to natalia.b@casino.guru, thank you.

That's sad, Natalia, there was some money there, and because of the casino's bad faith, I lost it.

Triste isso Natalia, tinha um dinheirinho lá, e por má fé do cassino eu perdi.

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.

DO NOT PLAY AT THIS CASINO! DONT PLAY IN THIS CASINO!

NÃO JOGUEM NESSE CASSINO! DONT PLAY IN THIS CASINO!

Hello Natalia,

We sent you an email with the customer's gaming session and $10+ bets evidence on March, 2 to the email address mentioned.

Please let us know if it was received, or we should send it once again.

Thank you!

Kind regards,

Lucky Tiger Casino team

Dear Lucky Tiger Casino, sorry for the late reply. Based on the document you sent, it looks like the player finished wagering on the bonus first and then made a bet of 25$ when the bonus was already played through. Can you please explain it?

Dear Natalia,

I'm afraid the Wagering was not completed at that point yet. $25 bet was made when Wagering was $2476.48, you can check it if you add all bets placed, and the bonus Playthrough is $50 bonus * 50 = $2500.

Only after this $25 bet the Wagering was completed, and the balance automatically became $100 which is the maximum cashout of the bonus.

Kind regards,

Lucky Tiger Casino team

Dear Lucky Tiger Casino team, thank you for the clarification. We do understand that this is a standard practice to limit a maximum bet allowed with an active bonus to prevent an abuse of bonuses, but in this case it seems to be done by the player not in purpose, but more like because of an accident or the lack of knowledge. I believe the player didn't intend to gain an advantage by some fraudulant calculations since it was the very last bet.

Could you please specify if this was the first bonus the player claimed or he has received any other bonuses before?

Regards,

Natalia

Hi Natalia,

Yes, this is the only bonus the player used since only one No Deposit promo is available per player with all the terms and conditions applied, so, I'm afraid, there's nothing we can do here.

The customer is more than welcome to check our Deposit promo packages now though, or play with real money with no rules or limits.

Kind regards,

Lucky Tiger Casino Team

Thank you, Lucky Tiger Casino team, we understand your point.

Dear Kauannagao, we are forced to reject your complaint since the casino has acted in accordance with its terms and conditions. The maximum bet rule for bonuses is a standard practice and we do not punish casinos for that, but unfortunately, not all the casinos implement it by their software, which makes it very important to always read the terms and be careful about the size of your bets. I, personally, believe that you could've done it by mistake but we shall comply with the terms of the casino.

Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Natalia