DuckyLuck Casino - Dobici igrača su konfiskovani, a račun zatvoren.

I am submitting this complaint regarding the closure of my account and the voiding of my winnings by DuckyLuck Casino.

After depositing cryptocurrency and claiming the casino’s welcome bonus, I played a variety of slot games on the platform while completing the wagering requirements associated with the promotion. My gameplay involved normal slot play across many titles available on the site.

Once I completed the wagering requirements, I requested a withdrawal of approximately $800, which was well below the maximum withdrawal cap of $2,500 associated with the welcome bonus.

Shortly after submitting the withdrawal request, I received an email from the casino stating that my account had been reviewed and that my gameplay allegedly constituted "bonus abuse" and "irregular gameplay." The casino canceled the withdrawal, voided the winnings, and permanently closed my account.

I responded to the casino requesting clarification, including:

• The specific section of the Terms and Conditions that was violated

• The exact gameplay behavior that was considered abusive

• The specific games or betting patterns that led to this determination

In their response, the casino referenced Section 5.14 of their Terms and Conditions but did not provide any details about the specific gameplay activity that allegedly violated the rules. They stated only that their internal monitoring tools detected prohibited behavior and that the decision was final.

At no point did I intentionally attempt to abuse the bonus system or manipulate game mechanics. My gameplay consisted of standard slot play across numerous games while completing the required wagering.

Because the casino has not provided any specific evidence or explanation of what behavior constituted "bonus abuse," I believe the voiding of my winnings and permanent closure of my account is unjustified.

Resolution Requested:

I respectfully request that the casino provide:

A clear explanation of the specific gameplay behavior they believe violated their Terms and Conditions.

Evidence supporting their claim of "bonus abuse."

Reconsideration of their decision to void the winnings and cancel the $800 withdrawal.

I am fully willing to cooperate with the investigation and provide any additional information necessary to resolve this matter fairly.

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’re experiencing. To better understand your situation, please allow me to ask you a few questions:

• Could you please send me a link or a screenshot of the bonus you activated and played with?
• What types of games did you play while the bonus was active? Did you mainly play one game, or did you switch between multiple games?
• Kindly describe your gaming style in more detail (for example, bet sizes, frequency of play, or any noticeable changes during the bonus play).
• Have you successfully completed the full KYC verification at this casino?

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

Best regards

Attila

https://www.duckyluck.ag/promotions/600-preferred-payment-methods/

Hello,

Thank you for reviewing my complaint. I appreciate the opportunity to provide the additional information you requested.

Bonus Information:

I activated the welcome bonus associated with depositing cryptocurrency at DuckyLuck Casino. The promotion matched my deposit at 500%, and the maximum withdrawal cap tied to the bonus was $2,500.

My initial deposit for the promotion was approximately $500 in cryptocurrency. After completing the wagering requirements and continuing to play, my balance eventually reached approximately $1,800.

Withdrawal and Remaining Balance:

At that point, I submitted a withdrawal request for $800, which was well below the $2,500 maximum withdrawal cap associated with the promotion. Importantly, even after submitting the withdrawal request, I still had approximately $1,000 remaining in my account balance.

Types of Games Played:

During the bonus play and afterward, I played a wide variety of slot games available on the platform. Over the course of completing the wagering requirements, I estimate that I played somewhere between 30 and 50 different slot titles. I did not focus primarily on a single game and frequently switched between different games.

Gaming Style:

My gameplay consisted of standard slot play. Bet sizes varied depending on the game and my balance at the time. In some games the bets were smaller, while in other games I occasionally placed larger bets (in some cases up to around $50 per spin depending on the game).

The wagering requirements were not completed in a single session. My play sessions were spread out over a significant period of time, likely over the course of more than a week and possibly closer to two weeks. These sessions were spaced apart rather than continuous, reflecting normal recreational play rather than attempting to complete the bonus quickly.

Additionally, I did not immediately request a withdrawal after completing the bonus. I continued playing with my remaining balance before eventually submitting the withdrawal request.

KYC Verification:

Yes, I successfully completed the full KYC verification process with the casino before attempting any withdrawal. My documents were approved prior to submitting the withdrawal request.

Main Concern:

The casino has stated that my winnings were voided due to "bonus abuse" under Section 5.14 of their Terms and Conditions. However, despite requesting clarification multiple times, the casino has not provided any specific details regarding what gameplay behavior allegedly violated their rules. No specific games, betting patterns, or actions have been identified.

My gameplay consisted of normal slot play across many games over multiple sessions while completing the wagering requirements and continuing to play afterward with my remaining balance.

Because of this, I respectfully request that the casino either provide clear evidence of the alleged violation or reconsider their decision and process the withdrawal and remaining balance that was in my account.

Thank you for your time and assistance in reviewing this matter.

600% not 500%

Dear Cadenx2020,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Hello Cadenx2020,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite DuckyLuck Casino to join the conversation.

Dear DuckyLuck 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 and evidence directly to me at michal.k@casino.guru for an independent assessment.

Hello Michal,

We have completed a full review of the account in question. A detailed breakdown of the player’s activity and the outcome of our investigation has been shared directly to your email.

We kindly ask that you refer to the information provided there for full context.

Best regards,

Casino Experience Team

Dear DuckyLuck Team,

I regret to inform you that I have not received any email in my inbox from your usual contact regarding this matter. Could you kindly resend the previous message or send me a new one at michal.k@casino.guru?

Hello Michal,

The email has been resent to michal.k@casino.guru. Kindly check your spam or junk folder in case it was filtered there.

Best regards,

Casino Experience Team

Dear DuckyLuck Team,

This time I contacted you by email from my address michal.k@casino.guru because I still haven't received any email from you. I, off course, also checked my spam/junk folder.

I hope you will receive my email successfully.