LuckyStart Casino - Бонус игрока был некорректно аннулирован.

Luckystart refuses to credit my bonus. I was told it's a non-sticky bonus and that I'm not yet in the bonus money range.

I then asked support how much real money I had left. They replied that I had no real money left. After that, I asked which bonus was active. I was again assured that it was a non-sticky bonus. I was also told that the amount would be lost if I canceled the bonus.

Then I said: "Okay, good, maybe I am already in the bonus money range."

When I then wanted to view the wagering requirements or the bonus percentages, I clicked on the bonus — and at that moment the bonus was immediately cancelled, even though I had not selected or confirmed a cancellation.

Luckystart möchte mir den Bonus nicht mehr gutschreiben. Mir wurde gesagt, dass es sich um einen Non-Sticky-Bonus handelt und dass ich mich noch nicht im Bonusgeld-Bereich befinde.

Daraufhin habe ich den Support gefragt, wie viel Echtgeld ich noch habe. Sie antworteten, dass ich kein Echtgeld mehr habe. Danach habe ich gefragt, welcher Bonus aktiv ist. Mir wurde erneut bestätigt, dass es sich um einen Non-Sticky-Bonus handelt. Außerdem wurde mir gesagt, dass der Betrag weg ist, wenn ich den Bonus storniere.

Daraufhin meinte ich: „Okay, gut, vielleicht bin ich dann doch schon im Bonusgeld-Bereich."

Als ich dann die Umsatzbedingungen bzw. die Bonus-Prozente ansehen wollte, habe ich auf den Bonus geklickt — und in diesem Moment wurde der Bonus sofort storniert, obwohl ich keine Stornierung ausgewählt oder bestätigt habe.

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Dear Dennis939,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with LuckyStart Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• What specific bonus were you trying to claim, and when did you receive it?
• Have you attempted to contact customer support again since the bonus cancellation? If so, what was their response?
• Do you have any screenshots or documentation that could help illustrate your claims?

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

Best regards,

Katarina

Dear Dennis939,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Katarina
Casino.Guru