Very unresponsive and unprofessional Customer Support.
Lucky Nugget Casino not paying out
I registered with Lucky Nugget casino and took part in their first deposit promotion which was a 150% match bonus up to €200.
I made a deposit of €133 giving me €199.5 bonus on top of the deposit.
I played a slot game called Scrooge for a while but as my balance kept on getting lower I decided to cut my losses and withdraw my remaining cash balance of €65.79 forfeiting the remaining bonus balance. This was clearly allowed to be done in their promotional terms and conditions and the software allowed me to do it.
After I had made my withdrawal I decided to make a second deposit as I realized I would probably only need to have a few more spins in the slot to activate free spins feature. No bonus was added on top of my second deposit. I continued to play the slot Scrooge. Free spins were triggered on the slot and the game gave me winnings. I made a withdrawal only to hear that my winnings had been confiscated and my original deposits would be returned to me.
I am accused of "negative activity and advantage taking". Surely it can't be so that the casino always has to have the edge. Why do they give bonuses if they want to have the edge in all cases? I'm not even so certain if I had the edge by accumulating the free spins with bonus money and launching it later with real money. By doing so I could have easily lost my first deposit as well as the bonus and made a loss even after the free spins. I just played the games as they are presented to me.
In my opinion if they are to void my winnings the software should have reset the free spins accumulated on the game Scrooge after the bonus balance went to zero (i.e. a withdrawal was made to forfeit the bonus), or there should have been a mention of this in the promotional terms and conditions that prohibit the game in question, or at least prohibit to accumulate free spins with bonus balance, or something like that. None of this is written in their terms and conditions.
A winning player must be paid when he has met the terms and conditions.
Could you please provide me with your casino account number or email address you used to register the casino account, for me to review this for you.
Representative for Lucky Nugget
here's my casino account number: tln0023288407r
Thank you for your account details.
In accordance with the Casino's terms and conditions, before any withdrawals are released, game play is monitored for irregular playing patterns.
The review of your game play activity indicated it was not in good faith and showed intent to forfeit the bonus play-through requirement on the Lucky Nugget sign up offer.
These Terms and conditions are present within the terms of the sign-up offer:
Before any withdrawals are processed, your play will be reviewed for any irregular playing patterns e.g. playing of equal, zero margin bets or hedge betting, which all shall be considered irregular gaming for Bonus Play Through Requirement purposes. Other examples of irregular game play include but are not limited to, placing single bets equal to or in excess of 30% or more of the value of the bonus credited to your account until such time as the wagering requirements for that bonus have been met. "The Casino reserves the right to decide in its sole discretion which activities constitute "irregular play" for Bonus Play through Requirement purposes from time-to-time and to withhold any withdrawals where irregular play has occurred. "
The Casino’s decision is final and will remain unchanged. In lieu of this, your deposits were therefore returned.
Representative for Lucky Nugget
"Irregular playing patterns" is a term that you can use whenever you like. There is no way a player can know what constitutes irregular and what is considered as regular play. Luckily you provide some guidelines in the terms that you posted. For example "single bets equal to or in excess of 30% or more of the value of the bonus". I have obeyed every single one of the rules.
My point is, whenever a player wins you can use "irregular play" as an excuse to not pay. That is not acceptable.
I can not recommend anyone play at Lucky Nugget casino because of their suspicious policies. Now I'm forced to write a complaint to Lotteries and Gaming authority of Malta in pursuit of my winnings.
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