Lucky Hunter Casino - Виведення гравця затримується через ймовірне порушення правил.

Hello, I received €120 cashback at Lucky Hunter Casino and had to wager €1800. I managed to do this and had a total of €3000. I wanted to withdraw this. Then I was told I had violated the rules and played with stakes exceeding €5 during the bonus period. This isn't true, however. I only started playing with stakes exceeding the €1800 wager. Then, they claimed the bonus terms and conditions changed, and €2500 was deducted from my bonus. The bonus terms and conditions don't mention, and never did mention, a minimum withdrawal amount for cashback bonuses.

Hallo, ich habe im Casino lucky hunter 120€ Cashback bekommen und musste 1800 € umsetzen. Das habe ich geschafft und war bei insgesamt 3000 Euro. Das wollte ich auszahlen. Dann hieß es ich habe gegen die Regeln verstoßen und mit mehr Einsatz als 5 Euro während des Bonus gespielt. Was so aber nicht richtig ist. Ich habe erst mit mehr Einsatz gespielt als 1800 Euro umgesetzt waren. Dann sollen sich die bonus agb geändert haben und mir wurden 2500 Euro gestrichen. In den Bonus AGBs steht und stand auch nichts von einer mindestauszahlung bezüglich eines boni mit cashback.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the Bonus T&Cs and I found this:

The maximum bet while wagering is 5 EUR/USD/CHF, 50 NOK, 7.5 CAD/AUD/NZD. The max. bet limit (5 EUR) includes bets doubling after a game round has been completed and bonus rounds (purchased within the game).

Our position is closely explained in Fair Gambling Codex:

The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time. However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is [email protected].

If there is any other relevant communication between you and the casino, please send it as well. Thank you in advance for your reply.

Best regards,

Kristina

Thanks for the reply. I can't access my game history because only the last 50 actions are displayed.

Danke für die Antwort. Ich kann auf meine spiel historie nicht zugreifen da lediglich die letzten 50 Aktionen angezeigt werden

Thank you for your reply, Peppino0511. Please contact the casino and request the full game history. Then please forward it to me ([email protected]) so I can review it. Thank you very much.

Dear Peppino0511,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kristina
Casino.Guru