Lucky Days Casino - Casino denied withdraw of 10 000 euros

I’d also like to add to the complaint above, that nowhere in the process of depositing and activating a bonus offer to the point where your bonus is activated and on the wagering state, there is no possibility to see the claimed ”specific terms” of each bonus in your account. When depositing these claimed terms are not shown and unaccessable, and also when afterwards clicking on the specific bonus’ terms it takes you to the standard terms which state 40x bonus.

In this video link below I show you step-by-step how when depositing these claimed terms are unaccessable, and afterwards when clicking the terms of your account’s active bonus (regardless of the type of your bonus) it takes you to the standard terms section (which I followed).

Having said this, in my opinion there is no way of denying a withdraw because a user abused any kind of bonus terms which are clearly not shown at all or even remotely enough anywhere during the whole depositing progress. If a user is opted out of notifications on offers, like I was at the time, he could not see any accused specific terms even in his email and/or sms, like in my situation.

Like I stated earlier in my main post, I obeyed all of the terms I was aware of. I could’ve not known of the possible differencies in my bonus offer as they are not shown when depositing, or afterwards when searching for them in the user area.

- Link to the video:
https:­//y­out­u.b­e/q­0Ca­FvVV7ME

Timeline of the video:
00:04 Activating the bonus (terms not accessible)
00:24 Clicking on the terms of active bonus (directs you to the standard terms section, which stated 40x bonus wagering requirement.)

The video is edited to cut the point where my bank account informations are shown, and the freespins itself which don’t add any needed information to this case.

Alternate link to the video above:
https:­//d­riv­e.g­oog­le.c­om­/fi­le/­d/1­-Q3­123­THb­fti­NH0­fMb­-K8­3l9­XRg­5SMqE

Copy pasting a link seems to break it in this site, so my final try to make it work - I included the links to the video inside the attachment below.

Hi,

The terms and conditions of all active bonuses are stated on the deposit page and homepage and can be reviewed before the bonuses are activated and used.

In the terms and conditions of the 50% deposit bonus that you used it was stated that the wagering requirement was 40x the deposited amount and bonus amount.

"5. Talletuksella ja bonuksella on 40 kerran kierrätysvaatimus. Nostopyynnön voi tehdä, kun kierrätysvaatimus on täyttynyt."

It was also stated that the maximum allowed bet amount when playing with the bonus is €5:
"10. Enimmäispanos bonukselle on 5€. Lucky Days pidättää itsellään oikeuden peruuttaa kaikki voitot pelaajille, joiden panos on yli 5€, ennen kierrätysvaatimuksen täytyttyä."

The text that displayed on our Finnish help page (the text in the 2nd Screenshot) mentions that if it's not specifically mentioned otherwise the wagering requirement of the bonuses we offer is 25x the bonus amount and deposit amount:
"Jos sitä ei ole erikseen mainittu on se 25 x bonuksen määrä plus talletus ja 25 x voitot ilmaiskierroksista."

However, as this particular bonus had specific terms and conditions stating the wagering requirement of 40x the deposited amount and bonus amount, the above did not apply to this bonus.

I can see that you managed to complete wagering requirement of the bonus at 2020-08-07 19:39:10. At that time you had completed the total wagering requirement of 3000 (deposited amount (25) + bonus amount (50) * 40) and the funds was subsequently turned into real money. However during the time the bonus was active you placed a total of 17 bets over €5 which is a clear violation of the terms and conditions of the bonus which resulted in the winnings being confiscated and the original deposit amount being refunded to your account.

Regards,

LuckyDays.com

Please see attached screenshots showing where the terms and conditions of a bonus can be displayed on the home page.

Dear Lucky Days Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your accusations towards the player. Please send required information to suppor­t@a­skg­amb­ler­s.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved.

Thanks in advance for your cooperation.

Hello Lucky Days and thank you for the answer.

Since reading your answer I think my points are still ignored, so according to you, if player happens to miss the front page where those terms were claimed to be, like in my case, there is no way of knowing the specific terms of the bonus anymore.

In addition to that, I remember looking at my wallet with 50€ on real money and 25€ on bonus money, which also stated that the deposit money did not have wagering requirements when pressing the real money on my phone. After that, since navigating to my account to check the terms of the active bonus, it directs me to a terms page which tells me ”40x bonus”. My money was being classified as real money and my bonus offer directing me to the standard terms are for me clear rules, and I did obey them.

Even if it really was a 17 spin breach of the rules, you cannot deny the fact that the specific bonus ruled even in that case was not clearly enough stated, as per shown yourself, there was only the front page where they could be seen, since missing the front page and the one single link where they are seen, they are no longer accessible during the deposit (applying of the offer) itself, or afterwards when specifically searching for them - even directing me to different stated bonus terms.

On a side note: 90% of my winnings were won with real money way after every possible bonus terms were wagered. I do not agree for the winnings being confiscated due to claimed rules which are even not clearly made accessible for the player itself, and even directing me to different terms when clicking on the offer.

Dear all,

Kindly note that the AskGamblers Complaint Team requested additional evidence and details from the Lucky Days Casino team due to the fact that we considered the information and proof they presented not justified enough to confirm the accusations against the player.

Should the operator fail to provide such an update within the specified timeframes, the case shall be considered unresolved and will be closed accordingly.