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Complaint details:

I am submitting this complaint regarding the confiscation of approximately 122,000 NOK by the casino after I had already completed all wagering requirements and was playing with withdrawable funds.

Timeline and facts:

I made several deposits starting on 17.12

I accepted a 50% bonus and fully completed the wagering requirements

After wagering was completed, my balance became withdrawable

I continued playing with this balance over a prolonged period, wagering large sums.

The casino allowed unrestricted play during this time.

After a significant win, my account was suddenly restricted and 122,000 NOK was confiscated

No intervention or warning occurred before or during gameplay

Reason for dispute:

The casino justified the confiscation using a rule that effectively limits winnings to a fixed amount after wagering is completed, while still allowing unlimited losses.

This rule:

Was not enforced in real time

Was applied only after a large win occurred.

Creates a situation where the player can lose unlimited funds but cannot win beyond a hidden cap.

It is therefore unfair, non-transparent, and applied in bad faith.

If the casino believed my play violated their rules, they should have:

Restricted gameplay immediately, or

Prevented further wagering once the limit was reache.d

Allowing play to continue and intervening only after a win is not fair play.

What I am requesting:

Payment of the confiscated 122,000 NOK

Or a clear explanation of why play was allowed to continue if the winnings were allegedly invalid.

I am happy to provide:

Deposit history

Wagering completion proof

Game history

Screenshots and timestamps

Thank you for reviewing this case.

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Dear JensenJR,

Thank you very much for submitting your complaint. I'm sorry to hear about your negative experience with LuckyWins! Casino. Please allow me to ask you a few questions so I can better understand the situation.

Were you informed at any point that the bonus terms and conditions remain applicable even after the wagering requirement has been completed?

Could you please confirm whether your casino account balance was divided into real money and bonus money balances?

Did the balance you continued playing with appear as "withdrawable"/"real money", or were your winnings still displayed in the bonus balance?

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,

Attila G.

Hello Attila,

Thank you for your message and for reviewing my complaint. Please find my answers below, along with the supporting evidence I have attached.

1) Information about bonus terms after wagering

No, I was not informed at any point that bonus terms and conditions would continue to apply after the wagering requirement had been completed. There was no clear or explicit communication indicating that winnings would remain restricted or subject to a maximum win cap once wagering was fulfilled. Based on the information available to me and common casino practice, I understood that completion of wagering would convert the balance into real money.

2) Separation of bonus money and real money

My account balance was not clearly divided into separate bonus and real money balances after wagering was completed. I did not see a distinct bonus wallet. The balance appeared as a single available balance.

3) Appearance of the balance during gameplay

After completing the wagering requirement, my balance appeared as fully withdrawable real money. As shown in the attached screenshot from my account wallet, the balance is marked as "Available" with "Locked by bonus: 0", and I was able to submit multiple withdrawal requests using different withdrawal methods.

In addition, I am attaching screenshots of my email correspondence with the casino. In this correspondence, the casino confirms that the wagering requirements were completed and that the funds were classified as real funds (not locked by wager). The emails also show that no warnings regarding maximum winnings are provided during gameplay and that the rule was applied only after the winnings occurred.

I believe both the account interface evidence and the communication with the casino are relevant for assessing how the rules were presented to the player and how they were applied in practice.

Please let me know if you require any further clarification, timestamps, or additional documentation. I will be happy to provide it.

Best regards,

Dear JensenJR, thank you for your response. Could you please confirm whether your original bonus winnings were capped before you went on to win the funds in question?

Thank you in advance for your reply.

Dear Attila,

Yes, I can confirm that the original bonus wagering requirements were fully completed and the balance was real, withdrawable funds before the subsequent winnings occurred. Although the maximum winnings cap was reached at one point, no restrictions were applied by the casino, and I was allowed to continue playing normally with the full balance. The balance fluctuated significantly before later increasing to the amount in question, which was generated entirely from real funds.

Best regards

*****

Dear JensenJR,

Thank you for your response.

I checked the Bonus T&Cs and I found this:

Maximum winning from the Daily 3rd Deposit Reload bonus is 5000 EUR/USD/ AUD/CAD/NZD; 50000 NOK; 400000 RUB; 90000 ZAR; 5000 CHF; 0.2 BTC; 70 LTC; 3 ETH; 40 BCH; 73900 DOG; 5000 USDT; 10000 XRP; 9 BNB; 15000 ADA; 32500 TRX.

Sadly, there is not much I can do to support your case as things stand, especially when the casino shares all the relevant information on the website. Casinos try to design their bonuses to be as attractive as possible, and setting a maximum cashout limit for bonus winnings is very common.

Could you please confirm how much time has passed between the fulfillment of the wagering requirements and the application of the bonus cap? Could you please share your bet history covering this period?

Thank you very much in advance for your understanding.

Best regards,

Attila

Dear Attila,

Thank you for your reply. I need to clarify the factual timeline and the seriousness of this matter, as it goes far beyond a standard bonus cap situation.

The wagering requirements for the Daily 3rd Deposit Reload bonus were fully completed approximately 1 full day before the maximum win cap was reached. From that point onward, my balance consisted entirely of real, withdrawable funds.

During the entire period after wagering completion and leading up to the eventual application of the bonus cap:

• I was not informed that a maximum win limit was approaching or had been reached

• No warning, notification, or restriction was displayed

• I was allowed to wager my entire real-money balance freely

Crucially, I was unaware of any maximum win limitation, and the casino did nothing to inform or protect the player once the wagering phase was completed. I continued wagering my full balance in good faith, believing that normal real-money rules applied.

Only after I had wagered significant amounts of my own money did the casino retroactively enforce the bonus cap and confiscate the winnings. At that point, it became clear that I had been allowed to risk my entire balance, and almost lost it to, while, in reality, no upside was possible.

This created a situation of pure asymmetrical risk:

• The player bears 100% of the downside

• The casino removes all upside after the fact.

Allowing a player to wager real money under these conditions constitutes bad faith. Even if a bonus cap exists in the terms, permitting continued real-money wagering for an extended period while the maximum achievable outcome is already fixed at zero violates reasonable player expectations and fundamental fair gaming principles.

This is especially serious given the material amount involved (122,000 NOK). Exposing a player to substantial real-money losses with no possible upside cannot be considered acceptable or fair practice.

I respectfully ask CasinoGuru to assess this case not merely as a bonus-terms issue, but as a fairness and good-faith matter, and to explicitly address whether it is acceptable for a casino to knowingly allow real-money wagering when the player has no possible chance of additional winnings.

I would like to address the request for bet history, as there is an important practical limitation that should be taken into account.

The casino does not provide access to a complete bet history covering the relevant period. The in-account history is technically limited to displaying only the last 50 bets, despite the fact that the disputed period involved thousands of wagers over approximately 3 days.

As a result, it is not technically possible for me, as a player, to independently retrieve or export a full betting history for the period in question.

However, the casino itself does possess the complete wagering logs, including timestamps, balances, and bet amounts. These records objectively show that:

• The wagering requirements had already been completed

• Real-money wagering continued for an extended period

• No warning or restriction was applied during this time

Given the material amount involved and the nature of the dispute, I respectfully submit that the absence of player-side access to full betting history cannot be held against the player. If necessary, the casino should be requested to provide the complete wagering records directly.

I am fully willing to cooperate and provide any information that is reasonably available to me, but the technical limitation of the casino’s interface makes it impossible to supply a full history independently.

best regards

********

Dear JensenJR,

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, Martin (martin.l@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 G.

Hello JensenJR,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. As the first order of business, I would like to invite the LuckyWins! Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Thank you in advance for providing us with your view of the issue.

Dear Martin,

Thank you for inviting us to provide our view on the issue.

We can confirm that the player made a deposit and claimed a bonus with a 50,000.00 NOK maximum withdrawal amount cap, as specified in our Bonus Terms and Conditions.

https://www.luckywins.com/bonus-terms-and-conditions

Maximum winning from cash bonus is 5000 EUR/USD/AUD/CAD/NZD; 50000 NOK; 400000 RUB; 90000 ZAR; 5000 CHF; 0.2 BTC; 70 LTC; 3 ETH; 40 BCH; 73900 DOG; 5000 USDT; 10000 XRP; 9 BNB; 15000 ADA; 32500 TRX. This limit applies to all winnings derived from bonus funds and any subsequent gameplay, even after meeting all bonus requirements. Amounts exceeding this limit may be forfeited upon withdrawal. This rule applies to all promotions, including email offers.

The winnings cap was applied at the time of the cashout and the player's withdrawal was adjusted to 50,000.00 NOK as per the T&Cs of our casino and the promotion they took part in.

While we understand that this situation may be frustrating, we have to stress that the winnings cap and withdrawal conditions are clearly disclosed in the Terms and Conditions of the casino and players are always encouraged to consult the Terms in all our promotional materials.

Kind regards,

Lucy @ LuckyWins

Dear casino representative,

Thank you for your patience and clarifying your position and referencing the relevant bonus terms.

While we acknowledge that the winnings cap is stated in your Terms, we would like to note that this specific rule is currently recorded in our database as potentially unfair. Our concern is not its existence, but its application after wagering was completed, while the player was allowed to continue unrestricted gameplay with a balance shown as real and withdrawable.

From a fair-play perspective, such limitations should be enforced preventively via system restrictions, rather than applied retroactively at the withdrawal stage.

For this reason, we believe the rule was applied unfairly in this case, and the player is entitled to his winnings.

Hi Martin, 

Thank you for the update and for sharing your and Casino Guru’s perspective on this complaint. 

We maintain our opinion that withdrawal caps on winnings that have been derived from cash bonuses and/or free spins are a common industry practice that is not inherently unfair, especially in the context of no-deposit promotions.  

However, we also understand the position you have explained with regards to the application of the cap in this instance and the argument for enforcing the cap earlier. 

To avoid further delay and to demonstrate our commitment to a fair resolution for the player, we have decided to restore the player’s balance in full.

Kind regards,

Lucy @ LuckyWins

Dear casino representative,

thank you very much for your understanding and continued adherence to fair gambling values.

Dear JensenJR,

please keep us updated on the status of your funds.

Quick update:

I can confirm that one payment of 75,000 NOK has now been successfully received in my bank account.

The final remaining payment is scheduled to be processed on February 17 due to the withdrawal limits. I will provide another update once this last payment has been completed.

Thank you to Casino Guru for the assistance throughout this process, and to the casino for honoring the resolution so far.

best regards

JensenJR

Hello JensenJR,

I am happy to hear you have received the first portion of your funds. Please keep us updated on any new developments.

I can now confirm that all remaining payments have been received in full.

This concludes the case from my side, and I appreciate Casino Guru’s involvement in helping bring the situation to a resolution. I would also like to acknowledge LuckyWins for ultimately honoring the decision and completing the withdrawals.

While the process has been long and at times stressful, I’m satisfied that the matter is now fully settled.

Thank you to everyone who followed the case and contributed along the way.

best regards

JensenJR

Dear JensenJR,

We're glad to hear that your issue has been resolved, and once again would like to thank the support team over at LuckyWins! Casino for their involvement and commitment to fair gambling principles. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, feel free to reach out to our Complaint Resolution Center. We're here to help ! 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Martin

Casino.Guru