Lucky Casino - Igrač dobija obrtaje niže vrednosti od oglašenih.

Lucky Casino is giving me free spins of lower value that advertised from one of their promotions. They have a weekly promotion where one has to deposit and wager 100€ during a calendar week to get free spins without wagering the next Monday (https://luckycasino.com/fi/promotions). I took part in the promotion for the first and only time on 17.12. (calendar week of 16.-22.12.), and during that day I checked from the promotion page that I would get 30x 0.2€ spins to Moon Princess Christmas Kingdom. However, when Monday arrived, I only received 30x 0.1€ spins to a different game. After discussing the situation a lot with their support, they claim the promotion page was showing 30x 0.1€ spins all week, and blamed my browser cache for displaying old information. However, that’s not possible, since I had never visited that promotion page before, so no cache would have been available (and anyway, they should build their promotion page in a way that it does not allow the browser using deprecated information from cache, which is easy to do: https://developer.mozilla.org/en-US/docs/Web/HTTP/Headers/Cache-Control). The 30x 0.2€ spins were apparently offered two weeks before the week I played, and also one week later (= this week). It’s obvious that they incorrectly displayed data from one of these weeks on 17.12., otherwise it would have been quite a coincidence that I misread the game and value of the spins in a way that exactly matches the previous game and value of the promotion.

I want Lucky Casino to credit me with 3€ worth of wagerless free spins or 3€ cash to make good on what was promised.

I’m sorry for making a complaint for such a small sum of money, but I don’t appreciate casinos scamming players, even in small ways, and I don’t want them to get away with it. I think that everything that was promised by the casino in their promotion T&C should also be delivered.

Dear theTJK,

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

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

• Have you played the bonus the casino awarded on the week of the incident? (30x0,1€ free spins)
• Could you please share any evidence regarding your claims including your communication with the casino?
• Share screenshots here or send the information to my email at tomas@casino.guru

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 48 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 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi,

Yes, I played the spins, because I didn’t want them to expire and I’m not confident I’ll ever get the actual spins belonging to me. So I’m still looking for another 3€ worth of spins. I’ll forward the email discussion with their support to you.

Thanks for the confirmation.

From the information you provided, there is no evidence the bonus you should have received ought to be a different one.

If you already played the bonus, you agreed with the offer and cannot be expected to be compensated.

Due to these factors, the complaint will be rejected.

I apologize for the disappointing result of the complaint.

Although we weren't able to help you with this issue don't hesitate to contact us in case you have issues with any casino in the future and we'll do our best to assist you.