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Hi! I received an offer from luckydyno for 60 super spins worth €0.50 each with a deposit of €100.

I played with my own money on 13 deposits worth 1300 euros and won a total of 2558.35 euros, so this win was won with my own money, not with a bonus.

Finally, I played the free spins I had accumulated and won 457.65 euros.

I put the entire amount of 3046.65 euros in withdrawal and a couple of days later after the kycie they just announced that they would return my deposit of 1300 euros and took all my winnings.

The reason was "All bonuses and free spins can only be received for one household, IP address, person, and a place where devices are communal f.ex universities, libraries etc. unless specified otherwise.

The Company reserves the right to confiscate any funds and close a Player's Account should any evidence of bonus abuse or fraud be revealed."

No one else in my family plays casinos and I'm the only one so that can't be true and my winnings were denied for no reason.

Hei! Sain luckydinolta tarjouksen 100e talletuksella 60superkierrosta arvoltaan 0,50€ kappale.

Pelasin omalla rahallani 13 talletusta arvoltaan 1300euroa ja voitin näillä yhteensä 2558,35 euroa ja tämä voitto siis oli omalla rahalla voitettua, ei bonuksella.

Lopuksi pelasin minulle kertyneet ilmaiskierrokset ja näillä voitin 457,65 euroa.

Laitoin koko summan 3046,65 euros nostoon ja pari päivää myöhemmin kycien jälkeen he vain ilmoittivat että palauttavat minulle talletukseni 1300euroa ja veivät kaikki voittoni.

Syynä oli "All bonuses and free spins can only be received for one household, IP address, person, and a place where devices are communal f.ex universities, libraries etc. unless specified otherwise.

The Company reserves the right to confiscate any funds and close a Player's Account should any evidence of bonus abuse or fraud be revealed."

Kukaan muu perheestäni ei pelaa casinoita ja minä olen ainut joten tuo ei voi pitää paikkaansa ja voittoni evättiin täysin perusteitta.

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 this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• How did you receive the free spins offer from this casino? Did you receive an email, or did you find it on some website?
• Have you used any public computer to access your casino website and play while your bonus was active?
• Have you played with a similar free spins bonus in this casino before?

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,

Veronika

Hi! I received an offer in my email.

I don't, just my personal phone at home, with its own internet connection or WLAN connection.

I've played, it's been years.

Hei! Sain tarjouksen sähköpostiini.

En ole, vain henkilökohtaista puhelintani kotonani, sen omalla internetyhteydellä tai Wlan yhteydellä.

Olen pelannut, siitä oli kyllä jo vuosia aikaa.

Could you please send me a screenshot of your bonus history?

What types of games did you play with your deposit?

Hello, i played only cash compass game in casino.

Dear Kokkiis

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,

Veronika

Hello Kokkiis,

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 LuckyDino Casino to join the conversation.

Dear LuckyDino 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.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Kokkiis,

I have tried to contact the casino repeatedly but have had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react and resolve your case, we will reopen the complaint, and you will be notified by email.

In the meantime, you can pursue your case as per the casino's terms and conditions:

17. COMPLAINTS AND DISPUTE HANDLING

3. We encourage players to first exhaust our Customer Service complaint procedure. However, if a complaint submitted to our Customer Service procedure is not resolved to the satisfaction of the User, you have the right to either: - refer such complaint free of charge to an alternative dispute resolution (‘ADR’) entity, specifically EADR Ltd at: - online via "www.eadr.org", or - by post at 189/1, The Strand, Gzira GZR 1024, Malta. Users based in the EU, Norway, Iceland and Liechtenstein may also access the Online Dispute Resolution Platform at https://ec.europa.eu/consumers/odr/ or contact them via email at odrmalta@mccaa.org.mt in you’re based in Malta. Otherwise, you may find more contact details here. - The user may also refer their complaint to the Malta Gaming Authority (via e-mail to support.mga@mga.org.mt).

Please let me know how they responded at michal.k@casino.guru.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru