Ir/Madam,

I would like to file an official complaint about LuckyMax Casino. I won €550 with an active bonus on April 20, 2025. After successfully completing the wagering requirements, I requested a withdrawal.

To my great surprise, the withdrawal was refused and the amount was confiscated for allegedly exceeding the maximum bet limit of €5 per spin. However, no warning or notification was given during the game. The casino allowed me to place higher bets without restriction. This is misleading and unprofessional.

Furthermore, money is accepted without any problem when depositing, but as soon as you want to cash out, they suddenly resort to strict small print that was never clearly communicated when activating the bonus. This feels very unfair and unreliable.

I have contacted customer service. They acknowledge the €100 stake on the game "Gems Bonanza", but show no willingness to resolve the issue. As compensation, only a minimum bonus of €10 was offered, which is of course not in proportion to the €550 that was legitimately won.

I hereby request:

A reconsideration of my case

Refund of the withheld €550

A more transparent policy regarding bonus conditions

If no solution is found, I will be forced to further spread my complaint via forums, review sites and other platforms.

Yours sincerely,

Huub

Geachte heer/mevrouw,

Via deze weg wil ik een offici?le klacht indienen over LuckyMax Casino. Ik heb op 20 april 2025 een bedrag van €550 gewonnen met een actieve bonus. Na het succesvol afronden van de wagering-eisen, heb ik een uitbetaling aangevraagd.

Tot mijn grote verbazing werd de uitbetaling geweigerd en werd het bedrag geconfisqueerd wegens het vermeend overschrijden van de maximale inzetlimiet van €5 per spin. Er is echter geen enkele waarschuwing of melding gegeven tijdens het spelen. Het casino stond zonder restrictie toe dat ik hogere inzetten plaatste. Dit is misleidend en onprofessioneel.

Bovendien wordt er wél zonder probleem geld geaccepteerd bij storting, maar zodra je wilt uitbetalen wordt er ineens strikt teruggegrepen op kleine lettertjes die nooit duidelijk werden gecommuniceerd bij de activatie van de bonus. Dit voelt zeer onrechtvaardig en onbetrouwbaar.

Ik heb contact gehad met de klantenservice. Zij erkennen de inzet van €100 op het spel "Gems Bonanza", maar tonen geen bereidheid tot oplossing. Als tegemoetkoming werd slechts een minimale bonus van €10 aangeboden, wat uiteraard niet in verhouding staat tot de €550 die rechtmatig is gewonnen.

Ik verzoek hierbij dan ook:

Een heroverweging van mijn zaak

Terugbetaling van de ingehouden €550

Een transparanter beleid rondom bonusvoorwaarden

Bij uitblijven van een oplossing zal ik genoodzaakt zijn mijn klacht verder te verspreiden via fora, reviewsites en andere platforms.

Met vriendelijke groet,

Huub

Dear huubski99,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Let me refer to relevant casino rules: https://www.luckymax.com/bonus-terms-and-conditions

"Any issued bonuses are by default limited to a maximum bet during wagering: 5 EUR/USD; 8 CAD/AUD; 0.000095 BTC unless otherwise specified. Max bet limit includes bets doubling after a game round has been completed as well as bonus rounds (purchased within the game)."

Our position is closely explained in Fair Gambling Codex http://www.kpvfaw.com/fair-gambling-codex-for-casinos#max-bets:

The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel like you have been accused mistakenly, feel free to forward me your game history, together with a link to the specific bonus that you redeemed and played. My email address is [email protected]

If there is any other relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Best regards,

Tomas

Dear huubski99,

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,
Tomas
www.kpvfaw.com