LetsLucky Casino - Виграші гравця були конфісковані після закінчення терміну дії бонусу.

I am submitting a complaint against Let’s Lucky Casino regarding the confiscation of my real-money winnings after a bonus had already ended.

I acknowledge that I exceeded the NZD 8 maximum bet limit while the "First Deposit Bonus 150%" was active. I accept that winnings generated during bonus-active play may be forfeited under the bonus terms, and I am not disputing the forfeiture of bonus winnings.

However, after the bonus was completed, I continued playing using real funds only. My account transaction history and bonus page confirm that the "First Deposit Bonus 150%" shows "Wager done", with 1,895.25 / 1,800 NZD wagered, indicating the bonus had ended.

Following the bonus completion, I requested the following withdrawals, all of which were rejected:

• NZD 1,200 on 01 January 2026

• NZD 2,000 on 02 January 2026

• NZD 1,500 on 02 January 2026

These winnings were earned after the bonus had ended, with no active bonus and no wagering requirements.

Despite this, the casino confiscated all winnings without separating bonus-active winnings from post-bonus real-money winnings. The casino has repeatedly confirmed this as their final internal decision and refused to explain under which term post-bonus real-money winnings may be confiscated due to a prior bonus breach.

I respectfully request Casino Guru’s assistance in reviewing whether the confiscation of post-bonus real-money winnings is justified under the casino’s terms and fair gambling practices.

I have attached screenshots showing the bonus completion status, rejected withdrawals, and correspondence with the casino.

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Hello,

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

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

• Could you please clarify whether you have breached the maximum bet rule while wagering the bonus?
• Could you please clarify whether there was any balance on your account when you made the deposit of 30 NZD? How much?
• Could you please share with me your communication with the casino regarding the incident? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Tomas,

Thank you for your response and for reviewing my complaint. I appreciate your assistance. Please find my answers below, addressing each of your questions clearly.

1. Maximum bet rule breach while wagering the bonus

I acknowledge that there may have been instances where a bet exceeded the €5 (or NZD equivalent) maximum while the First Deposit Bonus 150% was active. However, my concern is that all winnings were confiscated, including winnings that were generated after the bonus wagering had already ended and when no bonus was active on my account.

Specifically:

Approximately NZD 5,600 was won while the bonus was active (31 December).

Additional winnings were generated without any bonus active, including:

Around NZD 1,200 on 1 January

Further winnings on 2 January (approx. NZD 1,500–2,000)

Despite this, the casino removed the entire balance (approx. NZD 10,300), not only the bonus-related winnings.

2. Balance on my account at the time of the NZD 30 deposit

At the time I made the NZD 30 deposit, there was no active bonus balance remaining. My understanding was that the wagering requirements had already been completed, and subsequent play was conducted using real funds only. I did not intentionally wager above the maximum limit while believing a bonus was active.

3. Communication with the casino

I will forward all relevant email communications and screenshots of live chat conversations with LetsLucky Casino to your email address ([email protected]). These include:

The casino’s explanation citing the bonus maximum bet rule

Confirmation that the decision was marked as "final"

Evidence that winnings not related to the bonus were also confiscated

Please let me know if you require any additional clarification or documentation. I am confident that the confiscation of non-bonus winnings is unfair and not clearly supported by the Terms and Conditions.

Thank you again for your time and support. I look forward to your guidance on the next steps.

Kind regards,

Chalace ****

Thanks for the explanation.

Please note that breaching the maximum bet during the bonus wagering voids your balance or your winnings, depending on the policy of the casino.

If you continued to play with the balance that would have been voided in the first place, you played and won with money that didn't belong to you.

For us to investigate the incident further, we'll require game history from the time you accepted the bonus up to the point your balance was confiscated.

I would kindly ask you to request your game history from the relevant time period from casino support in Excel format.

Send it to me so we may review it. My email address is [email protected]

Hi

Thank you for your message and for explaining what you need to investigate the case.

I understand. I will provide my game history covering the full period from when I accepted the "First Deposit Bonus 150%" up to the point my balance was confiscated/adjusted.

At present, my account only shows a limited number of recent transactions, so I have already contacted Let’s Lucky support and requested the complete game/bet history for the relevant period in Excel (CSV/XLSX) format, including:

the exact timestamp the bonus was accepted/activated, and

the exact timestamp and entry showing the balance correction/confiscation.

As soon as I receive the Excel export from the casino, I will forward it to you immediately for review. In the meantime, if it helps, I can also send the transaction history I currently have access to as supporting information.

Kind regards,

Chalace 

The casino has only provided game history for 30 December. My second deposit was made on 1 January, and no game history has been provided for this period or for post-bonus gameplay. I have formally requested full records from 1 January onward, as this period is critical to determining whether confiscated winnings were generated with or without bonus funds.

Thanks for your patience.

I went over the records you provided and must conclude the maximum bet rule was breached in a manner we can't conclude was accidental, and we believe the casino is justified in enforcing its bonus terms and conditions. We are unable to ask the casino to disregard purely bets where the bet amounts were higher.

We are unable to ask the casino to restore any of approximately 5900 NZD of your winnings visible in the records as a result, since any subsequent winnings appear to originate from the first deposit bonus, where the bonus terms and conditions were breached in the first place.

If there are any winnings as a result of your subsequent deposits, these are indeed not found in the records you provided already.

Please let me know whether any balance accrued after your 30 NZD deposit or any undisclosed deposit was affected.

Looking forward to your reply.

Hello C.Ranginui,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru