🍀 Luckiest Crypto Casino | No KYC on routine deposits and withdrawals

[blockman]

~snip~
Maybe we'll see one of it in the nearest possible time.

While we wait for that, I think several questions have already been asked and even some issues needs the attention of the team and I don't know if they have anyone who actually represents them over here aside the manager who's duty is just to handle the marketing because for a casino who is still trying to meet up market demands, staying active all round would do them more good and I will suggest they get someone from the team to regularly check up on their thread to answer questions and give clarity always when needed.

OP has already replied and he's still trying to be used to the forum. It will take sometime and it's good that he's aware of the things on the thread. Expect that the rep will be mostly active in the discussions and will take a look at the concerns if there will be some in the near future.
@luckiest, you don't have to quote the whole reply thing, you can edit the quote or use 'snip' just to reply to each of them.

[Cryptmuster]

OP has already replied and he's still trying to be used to the forum. It will take sometime and it's good that he's aware of the things on the thread. Expect that the rep will be mostly active in the discussions and will take a look at the concerns if there will be some in the near future.
@luckiest, you don't have to quote the whole reply thing, you can edit the quote or use 'snip' just to reply to each of them.

A casino representative doesn't necessarily need to be so active on the forum that they respond to every message. I think it's enough for a representative to answer all controversial issues that require their attention. It would also be a good idea for them to notify players about any promotions or special offers the casino is currently running, and also about casino updates.

[SquirrelJulietGarden]

A casino representative doesn't necessarily need to be so active on the forum that they respond to every message. I think it's enough for a representative to answer all controversial issues that require their attention. It would also be a good idea for them to notify players about any promotions or special offers the casino is currently running, and also about casino updates.

It can be true after a casino appears in the forum a long time and already makes their brand exposure and reputation here. While Luckiest casino just joined the forum recently so it is not what they should do. However, I see that their representative are actively here, not only by log in to the account but also by answer questions from community members.

That means they're are doing good here with the community so your advice is not like for them, at least with their good community management so far.

[Cryptmuster]

It can be true after a casino appears in the forum a long time and already makes their brand exposure and reputation here. While Luckiest casino just joined the forum recently so it is not what they should do. However, I see that their representative are actively here, not only by log in to the account but also by answer questions from community members.

That means they're are doing good here with the community so your advice is not like for them, at least with their good community management so far.

I think my advice is reasonable because there's really no need to reply to every single post there. There are actually very few constructive suggestions. People may leave their wishes or opinions, but those don't necessarily require a response, they can be considered, and you can either take them into account or not. What really deserves a response are controversial issues or situations where the OP's help is actually needed, if any such cases arise.

[Odusko]

OP has already replied and he's still trying to be used to the forum. It will take sometime and it's good that he's aware of the things on the thread. Expect that the rep will be mostly active in the discussions and will take a look at the concerns if there will be some in the near future.
@luckiest, you don't have to quote the whole reply thing, you can edit the quote or use 'snip' just to reply to each of them.

A casino representative doesn't necessarily need to be so active on the forum that they respond to every message. I think it's enough for a representative to answer all controversial issues that require their attention. It would also be a good idea for them to notify players about any promotions or special offers the casino is currently running, and also about casino updates.

Being unnecessarily active is not a sign of good casino representation, but being active and solving issues that are reported innthe announcements thread is most important for a casino, one thing that make a casino stand out among others is the fact that their are able to bring in ane vibes to the market, by introducing new games development that other competitors don't have on their platform, good reputation and also ability to keep up with market demands, this are the qualities that casino must have to be among the top market demand products.

[Finebone]

.

Left for me I have no problem with a casino asking for kyc or any of my personal details, as long as it is stated in their terms and conditions that they might ask for it if they deemed it necessary in the future, but what I don't like is when a casino says that they are a complete no kyc casino, that they wouldn't ask for it for any reason, but along the line they start asking for it.

That's what I  hate because they are not being sincere from the very beginning, because in most cases it's because of that most gamblers prefer using the casino, so if they can't keep to their word, their customers will feel really disappointed because what brought them to the casino is not being practiced.

Do you think we've been clear enough in our terms and on this thread on our no-kyc approach?

Unless the Costa Rica government change their stand on KYC we have no reason to change our policy. If we were to change change our approach on this we would communicate it and the reasons for it as clearly as possible with as much not to players as possible.

Communication is key in every business, especially when dealing with the general public, because even though some might not be happy with it, but at least they will be satisfied that they were informed about it earlier, not in a way whereby they will only get to know of it when they try to make withdrawal.

Another thing that I think is very important is that, if for any reason that their is a change or amendment in policy, like in the  terms and conditions of luckiest crypto casino, it should be communicated to all, so that we should be aware of it, so that no rules will be broken during the course of using the casino to gamble due to ignorance.

[Taskford]

It can be true after a casino appears in the forum a long time and already makes their brand exposure and reputation here. While Luckiest casino just joined the forum recently so it is not what they should do. However, I see that their representative are actively here, not only by log in to the account but also by answer questions from community members.

That means they're are doing good here with the community so your advice is not like for them, at least with their good community management so far.

I think my advice is reasonable because there's really no need to reply to every single post there. There are actually very few constructive suggestions. People may leave their wishes or opinions, but those don't necessarily require a response, they can be considered, and you can either take them into account or not. What really deserves a response are controversial issues or situations where the OP's help is actually needed, if any such cases arise.

Right, because they provably have better things to do, people should deal with their issues directly on their support and if they pay attention on those matters there then its good.

Well I expect them to come here once there's big issues raise here, but for paying attention on those attention? I don't think its really necessary for them to reply just to show that they are here.

So far there's no disturbing situation happened here. Instead of talking about their representative activity here, I think its good to discuss about those important matters or activity currently happening in their casino.

[Cryptmuster]

Being unnecessarily active is not a sign of good casino representation, but being active and solving issues that are reported innthe announcements thread is most important for a casino, one thing that make a casino stand out among others is the fact that their are able to bring in ane vibes to the market, by introducing new games development that other competitors don't have on their platform, good reputation and also ability to keep up with market demands, this are the qualities that casino must have to be among the top market demand products.

That's right, a casino will have a good reputation if it's in order in all respects. Therefore as you rightly said, excessive activity isn't the most important thing for a casino's reputation.


As a bettor, the sports section is very important to me in every casino. So, I'd like to ask if there are plans to add a sports section for betting, and if so, when can we expect it?

[doggywin]

Hello community, we are still working on how to properly post and engage with the community from this official account. Please have patience with us.
~snip~
Thanks Woodie. If it's an error or an oversight on our behalf we'll put our hands up. I'm looking into this and will report back asap and share the finding on here if Doggwin is ok with that.

@doggywin seems you finally got someone to look into your matter, and just hope you give the community some feedback on how this is handled because many players usually disappear when things go in their favour..

Good or bad share with the community how this goes,  as the BCT community are interested parties in this, and this will help 🍀 Luckiest, goodluck  

This is the update I got just now:

I can see this has been escalated to the casino team and senior management. They are looking into this today and will have an update for you be of business today. They will reach out to you via email and via the BTC Forum where you've also raised it.

I received $37 cashback for last week's loss which they can take back. $755.80 is not an insignificant amount to me. I am making no free spins, no bets and no transactions till this is resolved.

[Finebone]

This is the update I got just now:

I can see this has been escalated to the casino team and senior management. They are looking into this today and will have an update for you be of business today. They will reach out to you via email and via the BTC Forum where you've also raised it.

I received $37 cashback for last week's loss which they can take back. $755.80 is not an insignificant amount to me. I am making no free spins, no bets and no transactions till this is resolved.

With this update, it's obvious that they are already on it, and in few days from now, everything will be resolved.

Additionally, I agree with your idea that it's better to pause your gambling activities until this has been concluded, let's be sure if it's a system error or it's truly how the casino runs their service, pertaining to gambling with bonuses. So that you wouldn't be complaining of another, when the early problem is still there.

Another thing users like us will be paying attention to is how quick they can fix this, because the faster they resolve it, the more confidence and trust the community will have on their customer support while gambling with luckiest crypto casino.

[Luckiest]

Hello community, we are still working on how to properly post and engage with the community from this official account. Please have patience with us.
~snip~
Thanks Woodie. If it's an error or an oversight on our behalf we'll put our hands up. I'm looking into this and will report back asap and share the finding on here if Doggwin is ok with that.

@doggywin seems you finally got someone to look into your matter, and just hope you give the community some feedback on how this is handled because many players usually disappear when things go in their favour..

Good or bad share with the community how this goes,  as the BCT community are interested parties in this, and this will help 🍀 Luckiest, goodluck  

This is the update I got just now:

I can see this has been escalated to the casino team and senior management. They are looking into this today and will have an update for you be of business today. They will reach out to you via email and via the BTC Forum where you've also raised it.

I received $37 cashback for last week's loss which they can take back. $755.80 is not an insignificant amount to me. I am making no free spins, no bets and no transactions till this is resolved.

Thanks for your patience with this Doggywin. I know you’ve reached out to our Support team and via PM on this forum.

It’s taken a bit of time to review before coming back to you. We’ve pulled the full account details and wagering logs. From what we can see, everything has worked as intended and as we describe in our terms, there’s been no technical error.

Let me explain….

When a bonus is active, real money balance is used first in wagering, before your bonus funds are touched. By the time the bonus was cancelled, the real deposit had already been fully wagered through, so there was nothing left to protect on that side. What was forfeited was all bonus funds.

Our support team must escalate queries like this so you they can be fully investigated. As a gesture of good will, they credited your account you 100 Free Spins on Big Bass Splash.

The cashback funds of $37 that were credited your account this morning is what your entitled to as part of our 5% Weekly Cashback Offer, this was paid your real money net losses. This is real cash that you can play or withdraw.

Our bonus terms page > https://luckiest.com/bonus-terms  states;

“If a player holds both real money and bonus money in their account, real money is used before bonus money in all game rounds.”

It also states;

“Forfeiting an active bonus removes all bonus funds and all winnings accumulated from bonus play from the account immediately.”

When you click the wallet icon at next to your balance you can see your “cash balance” and “bonus balance” 

I hope that clarifies things. Both the FreeSpins and the Cashback are still ‘active’ on your account and your welcome to play the spins and withdraw the cash if you chose to.

[doggywin]

Hello community, we are still working on how to properly post and engage with the community from this official account. Please have patience with us.
~snip~
Thanks Woodie. If it's an error or an oversight on our behalf we'll put our hands up. I'm looking into this and will report back asap and share the finding on here if Doggwin is ok with that.

@doggywin seems you finally got someone to look into your matter, and just hope you give the community some feedback on how this is handled because many players usually disappear when things go in their favour..

Good or bad share with the community how this goes,  as the BCT community are interested parties in this, and this will help 🍀 Luckiest, goodluck  

This is the update I got just now:

I can see this has been escalated to the casino team and senior management. They are looking into this today and will have an update for you be of business today. They will reach out to you via email and via the BTC Forum where you've also raised it.

I received $37 cashback for last week's loss which they can take back. $755.80 is not an insignificant amount to me. I am making no free spins, no bets and no transactions till this is resolved.

Thanks for your patience with this Doggywin. I know you’ve reached out to our Support team and via PM on this forum.

It’s taken a bit of time to review before coming back to you. We’ve pulled the full account details and wagering logs. From what we can see, everything has worked as intended and as we describe in our terms, there’s been no technical error.

Let me explain….

When a bonus is active, real money balance is used first in wagering, before your bonus funds are touched. By the time the bonus was cancelled, the real deposit had already been fully wagered through, so there was nothing left to protect on that side. What was forfeited was all bonus funds.

Our support team must escalate queries like this so you they can be fully investigated. As a gesture of good will, they credited your account you 100 Free Spins on Big Bass Splash.

The cashback funds of $37 that were credited your account this morning is what your entitled to as part of our 5% Weekly Cashback Offer, this was paid your real money net losses. This is real cash that you can play or withdraw.

Our bonus terms page > https://luckiest.com/bonus-terms  states;

“If a player holds both real money and bonus money in their account, real money is used before bonus money in all game rounds.”

It also states;

“Forfeiting an active bonus removes all bonus funds and all winnings accumulated from bonus play from the account immediately.”

When you click the wallet icon at next to your balance you can see your “cash balance” and “bonus balance”  

I hope that clarifies things. Both the FreeSpins and the Cashback are still ‘active’ on your account and your welcome to play the spins and withdraw the cash if you chose to.

Your bonus terms don't really explain how you did this. I have posted my bet history before. (My lowest ever was $2,120.20. My drawdown was only $755.80 (deposit) + $1,511.60 (bonus) - $2,120.20 (lowest balance point) = $147.20. How did I lose my deposit? If you are converting real wins to bonus wins and real loses to real loses, that is not in the terms. That is the same as fraud.) Did you even check it?

I had real balance when I cancelled it. But I think it showed original balances. Either way, there must be some bug and I am 100% sure there was real balance when I cancelled it that matched my deposit amount. That is why I cancelled it. Both amounts instantly became 0 and I contacted support.

You are not even bothering to address the part where I requested to reinstate the cancelled bonus.


"Ricky" from Live Support has confirmed this the official response:

Yes, the team have just posted a response on BTC Forum addressing your query.

When I asked if I could reinstate the cancelled the bonus which was in my first request I got the reply:

This isn't something i can answer. I'll need to escalate this to the casino team and senior management and ask them to get back to you.

OK, understood. I'll pass that on. Someone will be get back to you in the morning CET time.

[Cryptmuster]

Your bonus terms don't really explain how you did this. I have posted my bet history before. (My lowest ever was $2,120.20. My drawdown was only $755.80 (deposit) + $1,511.60 (bonus) - $2,120.20 (lowest balance point) = $147.20. How did I lose my deposit? If you are converting real wins to bonus wins and real loses to real loses, that is not in the terms. That is the same as fraud.) Did you even check it?

I had real balance when I cancelled it. But I think it showed original balances. Either way, there must be some bug and I am 100% sure there was real balance when I cancelled it that matched my deposit amount. That is why I cancelled it. Both amounts instantly became 0 and I contacted support.

I've tried rereading it several times, but I can't figure out the problem. It turns out you deposited ~$755, but added a ~$1,500 bonus. So, your bonuses were twice as large as your deposit. If so, I'd like to know where such a large bonus came from, or is it a bonus for previous deposits? So, the problem is that your deposit balance was updated while you were playing?

[doggywin]

Your bonus terms don't really explain how you did this. I have posted my bet history before. (My lowest ever was $2,120.20. My drawdown was only $755.80 (deposit) + $1,511.60 (bonus) - $2,120.20 (lowest balance point) = $147.20. How did I lose my deposit? If you are converting real wins to bonus wins and real loses to real loses, that is not in the terms. That is the same as fraud.) Did you even check it?

I had real balance when I cancelled it. But I think it showed original balances. Either way, there must be some bug and I am 100% sure there was real balance when I cancelled it that matched my deposit amount. That is why I cancelled it. Both amounts instantly became 0 and I contacted support.

I've tried rereading it several times, but I can't figure out the problem. It turns out you deposited ~$755, but added a ~$1,500 bonus. So, your bonuses were twice as large as your deposit. If so, I'd like to know where such a large bonus came from, or is it a bonus for previous deposits? So, the problem is that your deposit balance was updated while you were playing?

I'll explain.

I saw this casino on Bitcointalk forum, created an account, and it showed me a first deposit bonus. You can see the page here https://luckiest.com/promotions/luckiest-welcome-offer deposit $750+ has a 200% match.
I read through the entire page and bonus terms page. Nothing looked unusual 35–40x wagering, a list of excluded games, the standard anti abuse forfeiture clauses. So I deposited $750, bonus was credited and started playing. I had a short losing streak (keeping 80% of my deposit or like 95% of my balance), then recovered and went into a nice good profit. When I checked the Promotions page I had completed only 3% of the wagering requirement, which I was never realistically going to clear, so I decided to drop the bonus and carry on with my own money.

Before cancelling I re-read the terms. They say that cancelling removes the bonus and the winnings derived from it. I checked my balance and the real balance was sitting there separately from the bonus. Then I clicked cancel. Both balances went to 0.

I immediately contacted support which keeps insisting that this is how their bonus works and don't explain anything more.

Their explanation doesn't make sense to me. I should have had real balance and I clearly saw the real balance before I cancelled. My request was failing both, just reinstate the bonus exactly as it stood and I'll play it out.


Bonus terms:

Withdrawal Restrictions During Active Bonuses
Players cannot withdraw while an active bonus with a wagering requirement is in progress. Withdrawals become available once wagering requirements are fully completed or the player chooses to forfeit the bonus.
Forfeiting an active bonus removes all bonus funds and all winnings accumulated from bonus play from the account immediately.

I agreed to lose bonus and winnings. They also took my deposit which I didn't lose.

This post has my bet history records https://bitcointalk.org/index.php?topic=5588606.msg66973524#msg66973524

I thought it was a bug but support insists this is normal but they don't explain how. And they don't address my request to reinstate the bonus. I am beginning to think they scammed me. Each reply I get takes a long time and does not address anything I ask.

The bonus terms are all standard. Many casinos have the same terms. As per their own bonus terms I should have only lost the bonus and the winnings. Not my deposit, unless I had lost the deposit.

If you take my bet history and recalculate like I never claimed the bonus, you can verify that I never touched the bonus. I don't understand what they are talking about.

[Mahdirakib]

~snip~ When a bonus is active, real money balance is used first in wagering, before your bonus funds are touched. By the time the bonus was cancelled, the real deposit had already been fully wagered through, so there was nothing left to protect on that side. What was forfeited was all bonus funds. ~

This isn't a professional way to confiscate the deposited funds of users by using such statements. The real deposited funds and the bonus funds stay separated on your platform. You can't confiscate the real balance of a user by saying that it has been wagered in full. Every user should receive the remaining amount that they have as cash balance while cancelling the bonus.

The terms don't state that the deposited funds are considered as bonus funds when a user wager the deposit in full. Also, it doesn't state that Luckiest will confiscate the deposited funds besides the bonus amount when a user cancels the bonus.

[doggywin]

~snip~ When a bonus is active, real money balance is used first in wagering, before your bonus funds are touched. By the time the bonus was cancelled, the real deposit had already been fully wagered through, so there was nothing left to protect on that side. What was forfeited was all bonus funds. ~

This isn't a professional way to confiscate the deposited funds of users by using such statements. The real deposited funds and the bonus funds stay separated on your platform. You can't confiscate the real balance of a user by saying that it has been wagered in full. Every user should receive the remaining amount that they have as cash balance while cancelling the bonus.

The terms don't state that the deposited funds are considered as bonus funds when a user wager the deposit in full. Also, it doesn't state that Luckiest will confiscate the deposited funds besides the bonus amount when a user cancels the bonus.

Exactly. We have real money balance used first rules in Betpanda, Rakebit, and various other casinos. But there, every win with real money is real withdrawable money. If I had done the same in those casinos, I would have deposit plus winnings, since I didn't go into the bonus funds. Many other casinos forfeit the winnings too, but never the deposit unless the deposit money was lost and player went into bonus to win it back. I never lost even a quarter of my deposit. I was lucky to win quickly.

Casinos that forfeit the entire balance usually pool both into a single balance like Tower bet. There is no problem there since they are explicit that this is how their bonus works, and are not lying about it.

I never dipped into the bonus funds, so how did they take my real money balance? They appear to be delaying or avoiding the questions.



Their terms are not even clear that winnings from real money could be forfeited, (since my bets were real money under real money used first):

Forfeiting an active bonus removes all bonus funds and all winnings accumulated from bonus play from the account immediately.

But they can keep the winnings. Just give my deposit back.

[Luckiest]

Hello community, we are still working on how to properly post and engage with the community from this official account. Please have patience with us.
~snip~
Thanks Woodie. If it's an error or an oversight on our behalf we'll put our hands up. I'm looking into this and will report back asap and share the finding on here if Doggwin is ok with that.

@doggywin seems you finally got someone to look into your matter, and just hope you give the community some feedback on how this is handled because many players usually disappear when things go in their favour..

Good or bad share with the community how this goes,  as the BCT community are interested parties in this, and this will help 🍀 Luckiest, goodluck  

This is the update I got just now:

I can see this has been escalated to the casino team and senior management. They are looking into this today and will have an update for you be of business today. They will reach out to you via email and via the BTC Forum where you've also raised it.

I received $37 cashback for last week's loss which they can take back. $755.80 is not an insignificant amount to me. I am making no free spins, no bets and no transactions till this is resolved.

Thanks for your patience with this Doggywin. I know you’ve reached out to our Support team and via PM on this forum.

It’s taken a bit of time to review before coming back to you. We’ve pulled the full account details and wagering logs. From what we can see, everything has worked as intended and as we describe in our terms, there’s been no technical error.

Let me explain….

When a bonus is active, real money balance is used first in wagering, before your bonus funds are touched. By the time the bonus was cancelled, the real deposit had already been fully wagered through, so there was nothing left to protect on that side. What was forfeited was all bonus funds.

Our support team must escalate queries like this so you they can be fully investigated. As a gesture of good will, they credited your account you 100 Free Spins on Big Bass Splash.

The cashback funds of $37 that were credited your account this morning is what your entitled to as part of our 5% Weekly Cashback Offer, this was paid your real money net losses. This is real cash that you can play or withdraw.

Our bonus terms page > https://luckiest.com/bonus-terms  states;

“If a player holds both real money and bonus money in their account, real money is used before bonus money in all game rounds.”

It also states;

“Forfeiting an active bonus removes all bonus funds and all winnings accumulated from bonus play from the account immediately.”

When you click the wallet icon at next to your balance you can see your “cash balance” and “bonus balance”  

I hope that clarifies things. Both the FreeSpins and the Cashback are still ‘active’ on your account and your welcome to play the spins and withdraw the cash if you chose to.

Your bonus terms don't really explain how you did this. I have posted my bet history before. (My lowest ever was $2,120.20. My drawdown was only $755.80 (deposit) + $1,511.60 (bonus) - $2,120.20 (lowest balance point) = $147.20. How did I lose my deposit? If you are converting real wins to bonus wins and real loses to real loses, that is not in the terms. That is the same as fraud.) Did you even check it?

I had real balance when I cancelled it. But I think it showed original balances. Either way, there must be some bug and I am 100% sure there was real balance when I cancelled it that matched my deposit amount. That is why I cancelled it. Both amounts instantly became 0 and I contacted support.

You are not even bothering to address the part where I requested to reinstate the cancelled bonus.


"Ricky" from Live Support has confirmed this the official response:

Yes, the team have just posted a response on BTC Forum addressing your query.

When I asked if I could reinstate the cancelled the bonus which was in my first request I got the reply:

This isn't something i can answer. I'll need to escalate this to the casino team and senior management and ask them to get back to you.

OK, understood. I'll pass that on. Someone will be get back to you in the morning CET time.

Hi Doggywin, thanks for following up. We understand you’d like the bonus reinstated however it’s not something we’re able to do.

The bonus wasn’t removed by us; it was cancelled by you. As explained in our Bonus Terms, cancelling an active bonus forfeits the remaining bonus balance and winning associated with it.

You placed $1,756 in bets which is $1,000 more than your deposit. The balance that was forfeited was all bonus money and bonus winnings.

We’ve checked with the technical team and there isn’t and functionality to restore a bonus once it had been forfeited. Even if we wanted to make an exception, it can’t be reversed technically.

We conducted a full review of your account, including the bonus wagering and forfeiture/cancellation, and we’re satisfied everything has been in line with our terms. We’ve also provided 100 Free Spins as a goodwill gesture, and your weekly cashback was paid as normal.

We know this isn’t the outcome you were looking for, but our position on this is unchanged and we won’t be re-instating your Welcome Bonus

We genuinely appreciate you raising your concerns with our support team and here on this forum. As previously stated, we’ll always be as transparent in these situations.

[doggywin]

You placed $1,756 in bets which is $1,000 more than your deposit. The balance that was forfeited was all bonus money and bonus winnings.

Are you really taking real money losses as real money but taking real money wins as bonus money? No casinos do that, and your bonus terms don't state this.
Even if every single bet is a win, you would say the entire balance was bonus money? That is just ridiculous.

Real money bets losses are taken from real money balance and wins are added to real money balance.
Bonus money bets losses are taken from bonus money balance and wins are added to bonus money balance.

If yours is different it should be mentioned in the bonus terms. It is not.

How does this work?

If my real balance was $0 what did I see? Is there a delay on balance updation or something? Or are you making this up?

[Luckiest]

Your real money bets and losses were deducted from your 'cash balance' in your wallet. Once you played through that, you were playing with bonus funds.

When you forfeited your bonus, your 'cash balance' was $0. The funds you forfeited were all 'bonus balance' which is outlined in our terms.

The 'cash balance' and 'bonus balance' are visible when you click the dropdown icon next to your balance.

I can't post images yet with this account. 

When the dropdown menu is closed during gameplay you would see a combined total or cash and real balance. Could you that be what you've seen and not clicked the dropdown to see it was all bonus balance? 

[doggywin]

Your real money bets and losses were deducted from your 'cash balance' in your wallet. Once you played through that, you were playing with bonus funds.

You are saying.... my real money losses came off the real balance. My real money wins went to the bonus balance. Both directions, the real balance either drops or stays flat. It can never go up? Where do your terms say this?

So once a bonus is active on your site, there is no possible sequence of outcomes where a player wins real money. You can only convert real money into locked bonus funds. If that's the intended design, it needs to be written in the terms in plain language, because no player would take the bonus if they understood it.

When the dropdown menu is closed during gameplay you would see a combined total or cash and real balance. Could you that be what you've seen and not clicked the dropdown to see it was all bonus balance?  

No. I had two tabs open at the same time. The slots page showed $29XX. The promotions page in the other tab showed a few hundred lower, and the dropdown there broke out my deposit balance exactly.

I have withdrawn what I can. The amount owed to me is $755.80 - $37 cashback - ($0.40 * 100 spins) = $678.8.

My accusations:

1. The bonus terms are obscure. Nowhere on that page does it say wins from real money bets land in the bonus balance while losses come out of the real balance. Every casino I've played at states this explicitly. Rakebit: "Winnings made from the real money balance are credited to the real money balance" one sentence and clear. Betpanda spells out that real money is played first and that bonus money stays restricted until the turnover goal is met.

2. The terms are written against players, not against abuse. Standard bonus terms exist to stop bots and multi-accounting. Yours don't do that. Yours meant to steal player deposits from unsuspecting players.

3. Support. Days of delays and AI written replies.

What I want is the $678.80 credited to my real balance and made withdrawable, or a written explanation of which specific term authorised moving real-money winnings into the bonus balance.

Also, a direct question I'd like answered on the record: what licence do you operate under, and which regulator handles player complaints?

If neither the payment nor the term arrives, I'll be filing a scam accusation and leaving negative trust feedback, and I'll be equally specific about it off-forum in all review pages.




I have found similar yet different accusation from 3 weeks ago: https://casino.guru/complaints/luckiest-casino-player-s-funds-are-being-withheld

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Since I already accepted the forfeiture of the bonus-related deposit and benefits after deactivating the bonus, there is no reasonable basis for withholding my separate, non-bonus funds. The casino's actions appear unfair and unjustified.
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When I deactivated the bonus, I understood that I would lose my second deposit, bonus funds, and free spins associated with that bonus
However, after the bonus was removed, the casino also blocked my withdrawal of the remaining real-money balance from my first deposit, which was not related to the bonus.
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I have also attached screenshots showing that the casino support pressured me into claiming the bonus. They clearly told me that my withdrawal would not be approved unless I claimed the deposit bonus
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Therefore, it is unfair to withhold my remaining real-money balance after I deactivated the bonus and accepted the loss of all bonus-related funds.

That means if you accept any bonus from them you can say goodbye to all your real balance