Reclamação #40 Cassino Lucky Nugget

Lucky Nugget Casino - Unable to withdraw 19030

Por Panchojack97

há 1 mês

Starting on April, 4th 2026, I made a withdrawal for the amount of $19030.2. On April.6th, 2026 my payment went from "pending" to "processing" and on their website, they advertise how most withdrawals will qualify for express withdrawals which only have a wait time of a few hours. Instead, I waited over a week, constantly writing emails regarding the status of my update. I was told on Saturday, April.11th 2026 that my payment would be cleared within 48 hours, So on Monday I contacted them via email again regarding the status of my update to which they said "Do you have any urgent expenses you need the money for". I told them yes, I had payments due soon as I thought it would expedite the withdrawal and result in me getting it sooner. After that, they closed my account due to "responsible gaming" and keep delaying me in regards to my withdrawal. How is this allowed? Their team members even said the statement should have no impact on the status of the withdrawal. I have screenshots of the messages and have provided them below.

Cassino em disputa Cassino Lucky Nugget

Motivo Pagamento atrasado

Valor $19030

Discussão

Sem respostas no momento

Raio-X do Cassino Lucky Nugget

Resolvido 4 / 12

Valor médio $3,843

Duração média da reclamação 9 dias

Resposta média 6 dias

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Your bank account details are invalid. Please select an alternative banking option or confirm your bank details (through bank statement or voided cheque).
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Lucky Nugget Casino - Login troubles

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Lucky Nugget Casino does not pay me

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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.

Não resolvido