LuckyHour Casino - Вилучення гравця було конфісковано.

Hello,

I had a total balance of 4,880 euros in real money at LuckyHours, which I requested to withdraw. Then I received an email:

They wanted to send my gaming sessions to the game provider for verification.

One month later, my entire balance of 4,880 euros was canceled, and I received the following email:

The game verification by the provider was apparently successful, but now I am suddenly being accused of violating the bonus rules because I played Easter Plinko.

The game Easter Plinko is allowed according to the bonus terms and was not blocked. Therefore, I do not understand why I am being accused of violating the bonus terms.

I rather have the impression that the casino is trying to avoid paying out at all costs.

I have played Easter Plinko at this casino many times with bonus money, and the winnings from the bonus have always been successfully paid out.

Now, all of a sudden, I am supposed to have violated the bonus conditions even though previous winnings where I also played Easter Plinko (with different bonuses) were paid out. Why did the casino have my game session reviewed by the provider if they never intended to pay out my winnings anyway?

They are desperately searching for reasons not to pay out my winnings and are citing any bonus clauses without providing evidence or details.

The casino had the opportunity to prohibit playing Easter Plinko with bonus money but did not do so, as it is permitted according to the bonus conditions. Instead, they let unsuspecting customers fall into a bonus trap and then accuse the customer of playing unfairly or violating the bonus rules in order not to pay out the winnings.

I feel cheated out of my winnings and hope you can help me.

I am fully verified and have already had several successful withdrawals from this casino.

hallo

ich habe bei luckyhours ein gesamtguthaben von 4880 euro echtgeld gehabt was ich zur auszahlung beantragt hatte.

ich erhielt dann eine email:

sie wollten meine spielesitzungen zur überprüfung an den spieleanbieter senden.

1 monat später wurde wurde meine komplettes guthaben von 4880 euro storniert und ich erhielt ich dann folgende email:

die spielüberprüfung durch den spielanbieter war wohl erfolgreich

aber jetzt auf einmal wird mir vorgeworfen das ich gegen die bonusregeln verstossen haben soll weil ich easter plinko gespielt habe

das spiel easter plinko ist laut bonusbedingungen erlaubt zu spielen und es wurde auch nicht blockiert.

insofern verstehe ich nicht warum ich gegen die bonusbedingungen verstossen haben soll.

vielmehr habe ich den eindruck das das casino unter allen umständen versucht sich vor der auszahlung zu drücken.

ich habe das spiel easter plinko schon sehr oft in diesem casino mit bonusgeldern gespielt und die gewinne aus dem bonus wurde bisher immer erfolgreich ausgezahlt

jetzt auf einmal soll ich gegen die bonusbedingungen verstossen haben obwohl die gewinne davor wo ich auch easter plinko gespielt habe (mit anderen bonussen) ausgezahlt wurden.

wieso hat das casino überhaupt meine spielsitzung durch den spieleanbieter überprüft wenn sie sowieso niemals vorhatten mein gewinn auszuzahlen.

es wird verzweilt nach gründen gesucht meinen gewinn nicht auszahlen zu müssen und mit irgendwelchen bonusparagraphen um sich geworfen ohne beweise oder details zu liefern

das casino hätte die möglichkeit gehabt das spiel easter plinko mit bonusgeldern zu verbieten hat es aber nicht getan denn laut bonusbedingungen ist es erlaubt das spiel easter plinko zu spielen.

stattdessen lassen sie ahnungslose Kunden in die bonusfalle tappen und werfen dem kunden dann vor unfair gespielt oder gegen die bonusregeln verstossen zu haben um den gewinn nicht auszahlen zu müssen

ich fühle mich um meinen gewinn betrogen und hoffe sie können mir helfen.

ich bin voll verifiziert und hatte schon mehrere erfolgreiche auszahlungen in diesem casino

Dear fowi30,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Which bonus did you play with? If possible, please post a link or promo code you used to activate the bonus here in this thread.
• Could you please clarify if you played the Easter Plinko before or after the bonus wagering requirements were completed?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

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,

Kristina

Which bonus did you play with? If possible, please post a link or promo code you used to activate the bonus here in this thread.

-the winnings come from the offers of the map bonus calendar

https://luckyhourz.com/de/bonus-map

Can you please clarify if you played Easter Plinko before or after meeting the bonus wagering requirements?

-easter plinko and turbo mines I played to implement the bonus.

both games were allowed to play according to the bonus conditions

When the bonus wagering requirements were met, I stopped playing and requested a withdrawal

Mit welchem Bonus hast du gespielt? Wenn möglich, poste bitte einen Link oder Promo-Code, mit dem du den Bonus aktiviert hast, hier in diesem Thread.

-die gewinne stammen aus den angeboten des map bonus kalender

https://luckyhourz.com/de/bonus-map

Können Sie bitte klarstellen, ob Sie Easter Plinko vor oder nach Erfüllung der Bonus-Wettbedingungen gespielt haben?

-easter plinko und turbo mines habe ich zum umsetzen des bonus gespielt.

beide spiel waren laut bonusbedingungen erlaubt zu spielen

als die bonus-wettbedingungen erfüllt waren habe ich es nicht mehr gespielt und eine auszahlung beantragt

Thank you very much, fowi30, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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 fowi30,

This is Michal again. I’ve taken over this complaint, and I’ll be contacting the casino team to determine if there’s anything at all that can be done to assist you.

That said, I must emphasize once more that the purpose of our support is not to facilitate the release of funds that, strictly speaking, were acquired in a manner the casino team deems outside the intended parameters—or by exploiting any perceived unfair advantage that might fall under the rule:

3.Clients are not allowed to use any strategies when playing with an active bonus in order to meet bonus wagering requirements. If strategies are used, the administration reserves the right to cancel all of the Player's winnings.

It’s worth noting that this is not the first complaint of this kind that we’ve received from you, and we can no longer simply approach your case as though you’re just a casual player who unknowingly engaged in what has now become a rather "controversial" gameplay style.

While I will attempt to open a discussion with the casino team regarding this matter, I must say the prospects for this case are, frankly, uncertain.

I would also like to invite the LuckyHour Casino to participate in this conversation.

Dear LuckyHour Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions of which the player is being accused. You can send the information to me at michal.k@casino.guru

again I didn't use any strategy

I just always try to play a high RTP, which is not forbidden, and always check the bonus conditions beforehand to see if the games are allowed to be played

in this respect, I cannot understand how I could have gained an unfair advantage

The casino has the option to block all kinds of games with bonus money if they do not want the customer to play these games with bonus money.

they did not do this.

noch einmal ich habe keine strategie verwendet

ich versuche lediglich immer eine hohe rtp zu spielen was nicht verboten ist und gucke vorher immer in den bonusbedingungen ob die spiele auch erlaubt sind zu spielen

insofern kann ich nicht nachvollziehen wie ich mir einen unfairen vorteil verschafft haben soll

das casino hat die möglichkeit alle möglichen spiele zu sperren mit bonusgeldern wenn sie nicht wollen das der kunde diese spiele mit bonusgeldern spielt.

dies haben sie nicht getan.

Dear fowi30, 

I would appreciate it if you would refrain from portraying yourself as a simple casual player who was just simply trying his luck. This will simply not work anymore. It has already been proven on multiple occasions in various casinos that you intentionally engaged in behaviour aimed at fulfilling bonus wagering requirements in a manner outside the intended parameters or finding any unfair advantage. Just because the casino team or the game provider has not recognised your what has now become a "controversial" gameplay style straight away; instead, they noticed it a bit later when a more thorough review was done does not mean that you are fully innocent in this matter.

Although it is entirely within your rights to hold your own opinion, however, that does not necessarily imply that it is the correct one.

I will persist in my dialogue with the casino team regarding this issue; however, I must acknowledge that the resolution of this specific case is uncertain.

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.

I received an email from luckyhour today

We are pleased to inform you that we have processed your request to top up your gaming balance following the debit on 13/01.

The amount of EUR 4889.44 deducted from your account has been credited back.

The money is now in your gaming balance and can be withdrawn.

Sincerely, Finance Department!

If you have any questions, please do not hesitate to contact us via live chat or email available.

Best regards,

LuckyHour Support Service!

They have decided to transfer my winnings back to my account

I have now requested the money for payment

ich habe heute eine email von luckyhour erhalten

Wir freuen uns, Ihnen mitteilen zu können, dass wir Ihrem Antrag auf Wiederauffüllung Ihres Spielguthabens nach der Abbuchung vom 13/01 nachgekommen sind.

Der Betrag von 4889.44 EUR, der von Ihrem Konto abgezogen wurde, wurde wieder gutgeschrieben.

Das Geld befindet sich nun in Ihrem Spielguthaben und kann abgehoben werden.

Mit freundlichen Grüßen, Abteilung für Finanzen!

Bei der Fragen stehen wir Ihnen gerne via Live-Chat oder per E-Mail support@luckyhour.com zur Verfügung.

Liebe Grüße,

LuckyHour Support Service!

sie haben sich dazu entschlossen mein gewinn komplett zurück auf mein konto zu buchen

ich habe nun das geld zur auszahlung beantragt

Dear fowi30,  

I appreciate your confirmation. I have also received a comparable response from them a few hours back and have asked the casino team to contact you directly. It is reassuring that we could reach an agreement in this case, even considering your "controversial" gameplay style, as I noted earlier.  

Please be aware that future situations like this may not yield the same favourable results. I will await your confirmation of receipt of the funds and will later close this case as resolved.

Dear fowi30,

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.

2880 euros are still open for payment

2880 euro sind noch offen zur auszahlung

everything has now been paid out and the case can be closed

many thanks to everyone involved

alles wurde nun ausgezahlt und der fall kann geschlossen werden

vielen dank an alle beteiligten

Dear fowi30,

Thank you for your confirmation. I am pleased to hear that our involvement played a role in resolving the situation and that you have received your winnings. We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Centre. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time.

Best regards,

Michal

Casino Guru