Lucky10 Casino - Výhry hráče byly zabaveny.

Dear Casino Guru Team,

On January 27, 2025, I deposited €500 at Lucky10 Casino for the welcome bonus. It was a 100% bonus up to €500, which I fully utilized.

I won with the bonus money and successfully converted the bonus into real money.

I also completed the verification process and then requested the withdrawal of my winnings.

Then today, I unexpectedly received an email from the casino. In this email, they claimed I allegedly violated the bonus terms, and for this reason, they have voided my winnings.

They only returned my initial deposit made to receive the bonus.

I consciously adhered to the casino's terms and believe that I followed the rules.

In the email, they do not specify exactly what I violated.

I find this unjustified and am reaching out to you, hoping that you can assist me further.

Thank you very much in advance.

Sehr geehrtes Casino Guru Team

Ich habe am 27.01.25 im Lucky10 Casino für den Willkommensbonus 500€ eingezahlt. Das war ein 100% bis zu 500€ Bonus, denn ich vollumfänglich genutzt habe.

Ich habe mit dem Bonusgeld gewonnen und habe den Bonus dann auch erfolgreich in Echtgeld umgesetzt.

Die Verifizierung habe ich ebenfalls durchgeführt und danach die Auszahlung meines Gewinnes beantragt.

Dann bekam ich heute überraschend eine Email vom Casino zugeschickt. In dieser Email schreiben sie, dass ich angeblich gegen die Bonusbedingen verstoßen habe und sie aus diesem Grund meinen Gewinn annulliert haben.

Sie haben mir nur noch meine Einzahlung dagelassen, mit welcher ich für den Bonus eingezahlt hatte.

Ich habe mich bewusst an die Bedingungen des Casinos gehalten und bin der Meinung, dass ich mich an die Bedingungen gehalten habe.

In der Email begründen sie auch nicht, gegen was ich nun genau verstoßen haben sollte.

Ich finde dies nicht gerechtfertigt und melde mich deswegen nun an Euch und hoffe, dass sie mir weiterhelfen können.

Lieben Dank im Voraus.

Dear Ninosch,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Lucky10 Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Did the casino cite any specific rules or terms and conditions that were allegedly breached?
• Have you inquired to the casino for specifics after you were informed of the breach?
• What games did you play to accumulate your current balance in the casino? (which slot games, live games, betting on sports?) 

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,

Tomas

Hello, thank you for your answer.

I played with Hacksaw coins and Poseidon Xtreme and Fairy Dust to wager. I followed the terms and kept to the maximum bet.

Max cashout of the bonus was €5000.

I won a little more and the winnings were legally reduced to €5000 after the wagering by the casino.

No, they have not yet told me what I may have violated.

Hallo, danke für Ihre Antwort.

Ich habe Coins von Hacksaw gespielt und zum umsetzen Poseidon Xtreme und Fairy Dust. Ich habe mich an die Bedingungen gehalten und den maximalen Einsatz ebenfalls eingehalten.

Max Cashout des Bonus war 5000€.

Ich habe etwas mehr gewonnen und der Gewinn wurde rechtens des Casinos nach dem unsetzen dann auf 5000€ reduziert.

Nein, sie haben mir bisher nicht mitgeteilt gegen was ich verstoßen haben sollte.

Thank you very much, Ninosch, 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.  

Hello there,

Thank you Ninosch for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Lucky10 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!

Thank you for reaching out regarding your recent gameplay and bonus winnings. We have carefully reviewed your play activity, and we note that your session involved moving from a high-volatility game (COINS) directly to a low-risk, high RTP game (Poseidon Xtreme) with the apparent intention of fulfilling wagering requirements in a way that circumvents the intended purpose of our promotions.

As outlined in our General Bonus Terms & Conditions, bonuses at Lucky10 Casino are offered as a way to enhance recreational play and provide an extended gaming experience. However, promotional abuse is not tolerated, and improper bonus use, including strategies designed to gain an unfair advantage, may result in winnings being voided. Our terms explicitly state that bonus funds are not provided for risk-free wagering and that Lucky10 Casino reserves the right to take appropriate actions against play patterns that fall outside the intended spirit of the promotion.

We strive to maintain a fair and enjoyable gaming environment for all players, and to ensure that bonuses are used as intended. If you have any questions regarding promotional terms or fair play guidelines, our support team is happy to provide further clarification.

Dear Ninosch, I am in contact with the casino representative directly and I'm awaiting further updates about your case. I will keep you updated about any new developments. Thank you for your patience during this time!

Thank you very much for your efforts so far. I will wait for you to get in touch again and hope for the best until then.

Vielen lieben Dank für Ihre bisherigen Bemühungen. Ich warte bis Sie sich wieder melden und hoffe bis dahin das Beste.

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 Ninosch, I was in contact with the casino representative and was told that during the wagering of the bonus, you should receive a warning if your wagering behaviour suggests you're trying to complete the wagering requirements with low-risk bets. Are you aware if you have received any such warning during your play session? Thank you in advance!

Hello Peter,

No, this is the first time I've heard of something like that. I didn't receive a warning. If I had, I wouldn't have continued playing and would have had the situation clarified.

Hallo Peter,

Nein, sowas höre ich auch zum ersten Mal. Ich habe keine Warnung erhalten. Wäre es so gewesen, hätte ich ja kaum weiter gespielt, sondern die Situation abklären lassen.

Dear Ninosch, I am in contact with the casino representative, I will keep you updated about any new developments. Thank you for your patience during this time!

Dear Ninosch, I have not yet received any update on the situation from the casino representative. I will give them 7 additional days to respond otherwise I will be forced to close the complaint as unresolved. I will keep you updated about any further developments. Thank you for your patience during this time.

Dear Ninosch, as the casino did not provide me with any additional evidence I am forced to close the complaint as unresolved due to their actions being against our Fair Gambling Codex. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. I would recommend contacting the licensing authority but as the casino acted according to their terms and conditions I don't think it would lead anywhere. I am sorry I could not be of more help on this occasion.

Best regards,

Peter