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Hello, I deposited €45 with a 300% bonus. After successful wagering, I won €2000.22 and had it ready for withdrawal. However, my balance was reduced to €450. I was told that the 300% bonus has a maximum cashout of 10x the deposit. I specifically read the terms and conditions beforehand. It states that the 10x maximum cashout applies to bonuses over 300%, not just 300%. That's why I deposited in the first place. This means that this rule applies to bonuses of 301% and above, not 300%. I've attached screenshots of the relevant rule.

Hallo, ich habe 45€ mit einem 300% Bonus eingezahlt. Nach erfolgreichen wagern hab ich 2000.22€ gewonnen und zur Auszahlung bereit gehabt. Mein Guthaben wurde allerdings auf 450€ gekürzt. Mir wurde gesagt, dass der 300% Bonus einen max cashout von 10x der Einzahlung hat. Ich habe die AGBs vorher extra gelesen. Dort steht, dass der max cashout bei 10x Einzahlung bei über 300% Bonis ist. Also nicht ab 300%. Deshalb habe ich überhaupt eingezahlt. Das heißt für mich das ab einem Bonus von 301% diese Regel gilt und nicht bei 300%. Screenshots der Regel habe ich beigefügt.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Lucky7even Casino.

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

• Would you be able to share with me the promotional materials available to you for the particular bonus you accepted and played?
• Have you contacted the casino and confronted them with the error in applying the win limit?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, 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

Hi,

I sent you everything. I contacted the casino, but they're not addressing the issue. I deposited through a streamer, who also advertises no-max cashout. The terms and conditions state "all bonuses over 300%," not "from 300% onwards." It's quite clear, really.

Hi,

habe dir alles zukommen lassen. Ich habe das Casino kontaktiert. Aber man geht nicht auf die Thematik ein. Habe über einen Streamer eingezahlt, dort wird auch mit no max cashout geworben. In den AGBs steht alle Bonis über 300% und nicht ab 300%. Das ist eigentlich eine klare Sache.

Thanks for your reply and the information provided via email.

Was there any landing page with detailed, specific bonus terms available before or during the time the bonus was active, to your knowledge?

Is it possible to share any link or a screenshot of the official terms and conditions associated with the bonus that were available in addition to the general bonus terms?

Please let me know.

There's nothing extra. Why would there be? Everything you need to know is already in the terms and conditions. It says "over 300%," not "from 300%."

Es gibt nichts zusätzliches. Wofür? In den allgemeinen Geschäftsbedingungen steht doch alles wissenswertes drin. Es steht über 300%, nicht ab 300%.

I have read the terms and conditions and according to them a 300% bonus has no max cashout, only bonuses above that.

Ich habe die Allgemeinen Geschäftsbedingungen gelesen und laut denen hat ein 300% Bonus keinen max cashout, nur Bonis darüber.

Dear asgard18,

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, Peter (peter.c@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,

Tomas

Hello there,

Thank you asgard18 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Lucky7even Casino for their help in resolving this complaint. We would like to know why the player's winnings were confiscated and what we can do to help resolve this issue.

Thank you!

Dear Casino Guru,

We have reviewed the player’s complaint regarding the POWER300 promotion applied to their account.

The player has stated that they deposited after viewing content from a streamer who allegedly referenced "no max cashout." We would respectfully clarify that this messaging did not originate from us or form part of our approved promotional materials for this campaign. We are reviewing this separately with the affiliate partner.

Regardless of any third-party messaging, the applicable terms for this promotion were displayed alongside the offer and available on our promotions page. The official promotional terms for the POWER300 offer included a 10x withdrawal limit.

For this reason, we believe the withdrawal cap was correctly applied in accordance with the terms of the promotion.

Kind regards,

The Lucky7even Team

Regardless of what the streamer was advertising, I must reiterate that the terms and conditions state that it applies to bonuses exceeding 300%, not just those exceeding 300%. That's a crucial difference. Adjust the wording, and it will be perfectly clear.

Egal für was der Streamer geworben hat, ich muß erneut darauf hinweisen, dass in den AGBs es so formuliert ist, dass es bei Bonis über 300% angewendet wird und nicht ab 300%. Das ist ein großer Unterschied. Passt die Formulierung an, und dann ist es klar ersichtlich.

Thank you to both parties for the update.

Dear Lucky7even Casino representative, could you provide us with the specific terms and conditions you are referencing to? You can either post it here or forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

The casino has since updated its terms and conditions. That's good! I initially sent Casino Guru screenshots of the previous version from when I made my deposit. This proved that the casino itself had incorrectly worded the terms and conditions and that different conditions applied at the time of my deposit. Specifically, these conditions applied to bonuses over 300%, not the minimum.

Das Casino hat mittlerweile die Geschäftsbedingungen angepasst. Gut so! Screenshots des vorigen Status, als ich eingezahlt habe, habe ich casino guru anfangs zukommen lassen. Somit hat das Casino selbst den Beweis erbracht, dass es falsch formuliert war und zu der Zeit meiner Einzahlung andere Bedingungen galten. Und zwar betraf es Bonis über 300% und nicht ab.

Dear Peter,

Further to our previous comment and your response, we have also sent supporting documentation by email, including screenshots of the specific promotional terms applicable to the POWER300 offer, showing where the relevant withdrawal limitation would have been displayed.

Kind regards,

The Lucky7even Team

The terms and conditions for the Power300 offer are exactly the same as those in the general terms and conditions. Furthermore, the Power300 offer did not have its own clickable terms and conditions at the time.

Die Aktionsbedingungen für das Power300 Angebot sind exakt dieselben wie in den AGBs. Das Power300 Angebot hatte zudem seinerzeit keine anklickbaren eigenen AGBs.

Thank you for providing me with the evidence Lucky7even Casino representative.

Dear asgard18, the casino has provided me with the specific promotions you have received in your email which state the aforementioned max win term. As such we deem the actions of the casino in accordance with their bonus terms and conditions. I understand that this is not the resolution you were hoping for and I sincerely apologize I could not be of more help on this occasion. Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Kind regards,

Peter