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Lucky 31 Casino - Winnings removed due to bonus terms violation, but refusing to refund deposit

UNRESOLVED
Complaint Info
Disputed casino Lucky 31 Casino
Reason Double charge/Refund
Amount € 200
Posted on July 19, 2019

Hello, following a so-called non respect of the rules concerning the bonus my account is found at 0 euros while I had 1200 euros on it.
I made a deposit of 200 euros. a bonus of 130 euros was credited to me.
I do not understand that one makes me at least my deposit of 200 euros with the associated gains ...
And why wait for my first withdrawal request (15 days) to clear my account?
I ask that I be returned the 1200 Euros, or at least the 200 euros of deposits and associated gains. For me only the gains associated with the bonus and the bonus can be dismissed.
thank you

Posted on July 19, 2019

Hello Chaumont,
Firstly, Lucky31 would like to thank you for your time & feedback.

As per your registration to Lucky31 you read & agreed to follow the Terms & Conditions of our Lucky31.
The balance adjustment was exclusively based on your game-play & way you placed your bets.

Indeed, You placed bets over 10€, which unfortunately it goes against our Bonus Terms & Conditions.
Find below the paragraph along with the link where you can have a chance to read it again & get yourself familiar with it, as it would avoid a future discontentment

You chose to adopt such a strategy which resulted in the adjustment of your balance.
Attached and highlighted in Yellow are the Bets in question.

https:­//w­ww.l­uc­ky3­1.c­om/­bon­us-­ter­ms-­and­-co­ndi­tions/

"...Until the playthrough requirements of any active casino bonus have been met, the maximum bet that can be placed in any Casino game is €10.00 ($10.00, £10.00). This includes double up wagers after the game round is completed for example wagering winnings from X game round on red/black. Placing a bet higher than this amount results in forfeiting the bonus itself as well as any winnings (cash and bonus) from the time the bonus was activated. Casino game includes slots, table games, scratch cards as well as a live or real casino. "

Regarding your refund request, it will not be processed as per our Terms & Conditions.
Moreover, I would like to point it out, those bets were placed with *bonus money*, meaning, at that specific time, you had no Real Funds into your account, otherwise, this action would not be taken, having that in mind, that rule applies only for Bonus Money.

We hope this matter is fully understood at this point.
We wish you an excellent day and especially good luck on our casino!

Sincerely,
Sam
Lucky31

AskGamblers
Posted on July 19, 2019

Dear Lucky 31 Casino,

AskGamblers Complaints Team is kindly asking you to provide detailed explanation on the issue along with evidence which will support your accusations towards the player, with quoted terms that have been breached, if any.

Upon AskGamblers Complaints Terms we consider all evidence strictly confidential and won't be publicly displayed or sent to the third party. Please send required information directly to suppor­­[email protected]­a­s­kg­­amb­­le­r­s.com.

Thank you in advance.

AskGamblers
Posted on July 26, 2019

Unfortunately, both sides involved in this dispute did not manage to reach a satisfactory resolution. As a matter of fact, AskGamblers Complaints Team has been in a direct communication with the Lucky 31 Casino management over the last couple of days trying to find a solution. We are afraid we did not manage to achieve such and therefore, we recommend a player to forward this issue in front of the relevant regulatory body directly. AskGamblers Complaints Team will comply with the regulator's final decision. Until then this complaint is closed and considered as Unresolved.

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