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Issue: Unfair voiding of winnings/Unclear bonus terms/lack of transparency

I accepted a bonus sent to me by Lucky Ones via email. The promotion clearly showed the minimum deposit, maximum bonus, wagering requirement and expiry date. However, the promotion did not clearly state any maximum bet limit — it only said that General Terms and Conditions applied.

In Lucky Ones’ Terms and Conditions, it states that a maximum bet applies unless otherwise specified in the individual promotion terms. The promotion I was given did not specify any such limit.

While playing, the casino actively blocked forbidden games, but did not block or warn me about higher bet amounts. The system allowed me to continue betting with no warning or restriction. At the start of eligible games, a message appeared saying "100% of betting goes towards wagering", which reinforced the impression that my bets were valid.

The main win happened ($5000)on a 20c bet. The higher bets that were placed later did not contribute to the withdrawal that was later voided.

Because the individual promotion did not clearly show a maximum bet limit, because there was no on-screen warning or technical enforcement of this rule, and because the winning bet itself happened before any increase in stake, I believe Lucky Ones acted unfairly by voiding my winnings.

I was wanting to withdraw $3200

I played in good faith based on the information provided at the time. I am requesting either full payment of my winnings, or at minimum a reasonable goodwill or partial settlement.

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Dear Leeanne,

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:

Unless otherwise specified in the individual Promotion Terms and Conditions, the maximum bet allowed to be placed whilst a bonus is in its active wagering requirement phase is 5 USD/EUR/CHF/USDT/USDC, 8 AUD/CAD/NZD, 50 NOK, 100 ZAR. This includes any bet placed whilst the bonus wagering conditions have not yet been completed, and applies to all free bonuses, deposit bonuses, free spins winnings and loyalty scheme bonuses. The maximum bet allowed whilst wagering towards an active bonus with cryptocurrency will be the equivalent of 5 USD at the exchange rate average on the day of the bets. Maximum bet limit includes bet doubling after a game round has been completed as well as bonus rounds (purchased within the game).

Since no additional rules were mentioned in the promotion you received by email, I’m concerned that the terms you are referring to may indeed apply.

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 katarina.d@casino.guru. Kindly notify me in this thread once an email has been sent.

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,

Katarina

Hi Katrina,

Thank you for your response.

At this stage, I am unfortunately only able to view the last 50 bets in my game history. I have checked these and I cannot see any violations of the maximum bet rule within that visible history. I will be sending you screenshots of this via email, as it contains 9 images and I am limited to uploading only 6 in the complaint thread.

I would also like to emphasise that the main win of approximately $5,000 occurred on a 20c bet, which is clearly within any reasonable maximum bet guideline. To the best of my knowledge, any higher bets that may have occurred later did not result in any significant wins and did not contribute to the amount that was later voided.

I have also attempted to contact Lucky Ones support to request a full betting history and clarification, however I have received no response despite waiting for an extended period of time, and I will include a screenshot showing this.

Once I receive the full betting history or further response from the casino, I will forward it to you immediately.

Thank you for your time and assistance in reviewing this matter, and if I can help in any other way please don’t hesitate to contact me

Regards Leeanne

Hi Katarina,

I requested my betting history via email at 5.35am this morning.

Kind regards Leeanne

Hi Katarina,

I received my betting history from lucky ones casino this morning and have forwarded it to your email address.

Thank you lucky ones casino

kind regards Leeanne

Dear Leeanne,

thank you for your replies and emails.

Your case is under internal review. I will update you as soon as I have pertinent information to share.

Katarina

Dear Leeanne,

thank you for your patience.

Could you please share with us the bonus offer email? Kindly forward it in an email format to katarina.d@casino.guru.

What was the wagering for this bonus offer, please?

Looking forward to your reply,

Katarina

Hi Katarina,

Thank you for your message.

I have already forwarded the bonus offer email to you as requested.

"40x Wagering applies" is exactly what the email stated.

The email clearly displays the minimum deposit, the maximum bonus, the wagering requirement, and the expiry date for using the offer.

It did not mention any maximum bet limit in the promotion itself — it only referenced the General Terms and Conditions.

Please let me know if you need anything further from me.

Kind regards,

Leeanne

Hi Katarina,

just checking in to see if there’s anything further you need from me to help move this to the next stage. Im happy to assist if required

Thank you for your time

king regards Leeanne

Dear Leeanne,

thank you for your replies and patience.

Here is a refined, professional, and empathetic version of your message:

I have thoroughly reviewed your case together with my colleagues, and it appears that the maximum bet limit was breached multiple times while the bonus was still active. As this restriction is clearly stated in the bonus terms and conditions, we are concerned that we would not be able to successfully mediate this case with the casino.

We understand that this may be disappointing news, and we truly regret that we are unable to offer a more favorable outcome. Unfortunately, given the circumstances, there is very little we can do to assist further in this matter.

Thank you for your understanding.

All the best,

Katarina