LetsLucky Casino - Игрок сталкивается с несправедливыми условиями отыгрыша бонуса.

I activated a 100% deposit bonus with 40x wager yesterday.

On all bonus I activated in this casino the timelimit to complete the wager were 7 days.

On this specific bonus the timelimit was suddenly reduced to 24h.

I had no idea, maybe my fault not to pay attention, but I feel

treated unfair. Because the wager was nearly done, and I took a break

yesterday evening to start fresh this morning.

I took like 100x wager bonuses in this casino and never had just 24h

to wager. The chat denied any help and consists on this 24h rule.

Dear LittleFu,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please send me the exact link or a screenshot showing the bonus you activated and played with? Did you find this bonus on the casino website, or was it offered to you via email? If you received the promotional offer via email, please forward it to me at veronika.f@casino.guru.

Also, kindly forward me the screenshots or a chat transcript of your conversation with customer support regarding the validity of this bonus.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Thank you for sharing your conversation with customer support with me. Have you played with the bonus the customer support agent gave you, or have you not played with this bonus at all?

Thank you for your reply. Could you please specify exactly when you made the deposit that gave you access to your bonus? Did you make a deposit on the same day you activated your bonus?

Hello.

I have already stated everything above.

(Screenshot)

On December 27, 2024 at 9:16 am

The bonus will be credited directly upon deposit.

Hallo.

Habe ich doch oben schon alles angegeben.

(Screenshot)

Am 27.12.2024 um 9:16 Uhr

Der Bonus wird bei der Einzahlung direkt gutgeschrieben.

Thank you very much, LittleFu, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello LittleFu,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter. As per the restoration of the bonus to its previous state, sadly, I have to agree with the casino team here. Most of the casinos cannot technically do this as their system doesn't have such options; however, they should be able to offer a more favourable bonus to somehow "compensate" the inconvenience. Anyway, first we need to find out what actually happened, and then we can work on finding a reasonable resolution.

We would like to invite LetsLucky Casino to join the conversation.

Dear LetsLucky Casino,

Can you please provide an explanation as to why was the bonus wagering time shortened from 7 days to just 24 hours?

Dear LittleFu and Casino Guru Team,

We have thoroughly reviewed the case and found out about the issue with the bonus that player has experienced. We deeply apologize for the inconvenience and also asserted all possible actions to prevent it from happening in the future.

We have also credited the remaining wager of the player to his balance in the amount of 244.52 EUR in cash to be hopefully seen as a gesture of good will.

Thank you for bringing this matter to our attention.

Best regards,

Letslucky Team.

I am thrilled.

Thanks to CasinoGuru and LetsLucky for the solution.

The case can be closed.

Ich bin begeistert.

Danke an CasinoGuru und LetsLucky für die Lösung.

Der Fall kann geschlossen werden.

Dear Letslucky Team,

I appreciate your swift response and equitable management of the situation.

Dear LittleFu,

It's heartening to know that our efforts made a positive impact on the situation and to witness that you have been fairly compensated by the casino. We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time.

Best regards,

Michal

Casino Guru