Lucky Days Casino

I have played and withdrawn many times with them and verified my acccount. This time however I did a deposit through interact instead of idebit. They are not allowing me to cash out now because they want proof of the etransfer from my bank account. I have sent them everything I can and it’s easy to clearly see I made the deposit to them. The issue is my bank just shows free e-transfer in the statement and they insist it needs to show their name.

So I called my bank and they told me to print the etransfer report and send to them which I have done and they still not accepting.

The lack of not willing to work with me on a solution and the fact I am an established customer is very concerning. I have sent them even the email from my bank that confirms the etransfer was successful with a transaction #.

Luckily this is only for $200 but any help getting this addressed would be appreciated.

I signed into my account 7.8.2020 at Lucky Days and revceived a ”50% bonus up to 50€” -offer. I succesfully deposit 50€ and got 25€ worth of bonus money. I accepted the offer and carefully read the terms & conditions which state in Finnish ”...bonus has to be wagered 40x before the possible wins turn into real money.” (Photo Attachment 1). In the other term page meant for other countries players(?) in Finnish language, there is a wagering requirement of clearly classified ”25 x bonus & deposit”. (Photo Attachment 2)

Since activating the bonus, I checked my wallet and saw two classified amounts: my deposit money 50€ as real money and on the right side 25€, my bonus money. Once pressing the real money, there came and still comes a text bubble which states in Finnish: ”Money, which is not related to bonus and is withdrawable.” (Photo Attachment 3)

I started playing, and wagered 0,10-5€ stakes (the range which is allowed for bonuses) for total amount of 2627,10 euros (Counted from attachment Game Activities 1.xlsx) That is over 100x wagering of the bonus money. Since wagering the bonus money (minimum wager requirement of 40x almost tripled), I changed my stake to 7,5€.

After playing for a while with real money which were unlocked as withdrawable funds, my total wins climbed up to 10 000€. I withdrew my money and they needed my documents, I sent them succesfully.

The next day the payment department cancelled my withdraw for good due to playing over the maximum bet limit (5€) while the bonus is active. The outcome was final according to them and will not be further reviewed. Since sending them multiple emails about the case, they sent me 50€ (My deposit) back as a sign of ”good will”, and a game log which clearly shows how my deposit money is wrongly counted as bonus money, as every stake with real money added up to the wagering requirement. (Attachment ”Game Activities 1.xlsx”) I tried to find the bonus in my account, but there was nothing in bonus history, and in my personal game history it does not show the bonus wagering, only stakes and winnings.

The only proof I got which states that my original deposit would be considered as bonus money is from a text which a customer service agent sent me after the withdrawn attempt and after the payment department no longer answered my emails. The text claims there was a specific term of ”40x bonus + deposit” in my bonus offer.

The customer service also told me that the standard terms of 40x bonus means both deposit money and the bonus money and pointed out that in case of language mistakes, the English rules applies - even though written in English terms they are divined and clearly written 25x Bonus + Deposit. I did search the internet for history of LuckyDays deposit bonuses, but could only find ”40x bonus” and ”25x bonus+deposit” terms.

If there really did read those terms of both deposit and bonus wagering of 40x (denying the standard terms), the amount in my case was:
Not combined at my wallet to total of 75€ bonus money, rather classified as two different amounts, real money (50€) and bonus money (25€).
And like I wrote earlier, when clicking on the real money a text bubble of ”Amount which is not related to bonus money and can be withdrawn.” (Attchment 3) pops up. In my opinion this is a waterproof statement. The real money does not have to be wagered or counted as bonus money, but in my situation it was.

I have had time to review this case again and again, and always come to the same conclusion: I did obey all of the given terms & conditions I was aware of, and have screenshots of the terms which speak up to themselves. The casino should be responsible to their own stated rules, if they are incorrect a player should not be responsible. I agree for any natively Finnish speaking individual to translate and confirm what the photos of the terms say if my translation is not considered trustworthy.

And on a side note: In my experiment, casinos also have a warning signs if you cross over the maximum bet while bonus is active, or at least raise up the wagering requirements if you stake over the maximum - in my case there was nothing.

I would also like to point out a possible mistake in their part which may have lead to this outcome. All of the money depositted to this casino have a 1x wagering requirement before the remaining amount is withdrawable. This may cause a confusion for the payment department to including this real deposit money as a part of active bonus (50% up to 50€), rather it really is due to different rule (1x wager of every deposit.) (Photo Attachment 4). This would also somehow explain the wager counter changing from ”locked money” to ”Bonus money” in the timeline part ”2020-08-07 15:28:55” of ”Game Activities 1.xlsx” -attachment.

Hi I would like to make a complaint about lucky days casino - I requested on the 24th of January that my account would be permanently closed with no chance of re opening. This was confirmed it would be done - at the end of April I was able to reopen my account, deposit and play on the casino! I believe this is against there terms and conditions and I would like help to make a complaint and to try an regain my money back as I believe that they have acted unethically - I have sent all screenshots to Mia in an email as I am unable to upload them here. Thanks for all your help - barbara

I have made a 800 dollar withdrawal and was confirmed March 18, 2020. Then I get an email that there processor has rejected my bank account number and funds returned to my account. Tried to withdrawal on the card I use also rejected. They already paid me a withdrawal on Dec 15th 2019 with the same bank numbers. My account is verified. I have emails from them if I need to forward any. They have not offered any other withdraw methods. I don't understand why they would reject my bank account number when they already used it.

Outstanding 37500 nok. First it was approved and all the paperwork for approving me was ok. So I contacted them on the 24 of September then thy told me to see in a few days. Then after few days I contacted them again then thy start the run around. Then on 2 of October thy told I will have the funds by today.but no funds in my account. And now she don’t answer my email.what is next?
Please help