Complaint #16 Lucky Spins Casino

Declined payment with general explanation

By Saanahuotari

2 months ago

I am writing to file a formal complaint regarding the confiscation of my winnings (€1636) by Lucky Spins. Despite multiple attempts to seek clarification, I have only received vague references to general terms and conditions, specifically relating to using strategies or methods since I have only played 1 or 2 different slots. I haven't got any concrete explanation of what actions I allegedly took that violated these terms. These accusations by Lucky Spins do not apply to me in any way.

I find this lack of transparency unacceptable. As a customer, I have the right to understand the exact reasoning and evidence behind such a serious decision. Simply citing broad clauses without detailing the specific behavior in question raises concerns about fairness and accountability.

Disputed Casino Lucky Spins Casino

Reason Declined payment

Amount €1636

Discussion

AskGamblers

• Support Team

1 month ago

Dear @Saanahuotari,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Lucky Spins Casino

• Representative

1 month ago

Thank you for your patience. Please see the reply from the team below:

Following a thorough internal review of the customer’s case, we have carefully re-evaluated the circumstances surrounding the confiscation of the winnings. After completing this process, we have determined that the winnings should be reinstated.
We can confirm that the full amount has now been returned to the customer’s account. This decision reflects our commitment to fair play and ensuring that all cases are handled with the utmost transparency.
We appreciate your patience while we conducted our investigation. Please let us know if any further clarification or information is required.

Lucky Spins Casino

• Representative

1 month ago

Hello

Apologies for the delayed reply. We will review the case and get back to you as soon as we have an update

AskGamblers

• Support Team

1 month ago

Dear Lucky Spins Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Lucky Spins Casino Complaint Stats

Resolved 4 / 5

Avg. Amount $1,428

Avg. Complaint Duration 11 days

Avg. Response Time 2 days

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