I am writing to bring attention to an issue I experienced while using your platform, which I believe was both unfair and misleading.

I claimed a promotion for 25 free spins, played through them, and managed to win over $70. Following this, I transitioned to real play. Unfortunately, I lost my winnings, and a pop-up notification informed me that the promotion had ended. Wanting to continue playing, I deposited $33 via Bitcoin. To my excitement, I hit a significant win and stopped with a balance of $6,348.

When I attempted to withdraw my funds, I was informed that I could only cash out $100. I was shocked by this restriction. I was later told that, despite the pop-up confirming the promotion had ended, the three cents remaining in my account from the initial promotion had reactivated a second promotion. This was something I had neither signed up for nor knowingly participated in.

Unbeknownst to me, I had to meet an $8,000 playthrough requirement. I was under the impression that my $33 deposit was entirely separate from any promotions. As a result, nearly the entire $6,348 I won was voided, leaving me with only $100.

While I did raise a complaint with your support team, I was repeatedly told that I should have reviewed the terms and conditions. However, I feel strongly that the information provided during gameplay, such as the pop-up stating the promotion had ended, was misleading. The presence of three cents in my account should not have reactivated a promotion without my explicit consent or awareness.

This experience has left me feeling frustrated and disappointed. I believed I was playing fairly and in good faith. Losing over $6,200 due to unclear terms and communication was a significant blow, and I felt powerless to contest the decision further at the time.

I understand this incident occurred some time ago, and I acknowledge that my correspondence with support during the dispute was less than amicable. However, I felt deeply wronged and expressed my frustration accordingly.

I hope that by bringing this to your attention, my concerns can be reviewed and possibly addressed. If no resolution is possible due to the time elapsed or other factors, I completely understand. Nevertheless, I appreciate the opportunity to share my experience and feel reassured that someone else has heard my side of the story.

Thank you for your time and understanding.

B. C.

Dear kingnothing8181,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

Could you specify the bonuses? Were they welcome bonuses? Were both the bonuses deposit bonuses?

Have you received any notifications about your active bonuses?

Could you share your bonus history?

How did the three cents left from the first promotion trigger a new bonus?

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,

Dominika

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.

The bonus was 25 free spins on the majestic mermaid slot, and i won i believe 103$

I played that and eventually lost the money, the game i was on prompted me that my promotion was over.

Leaving 3 cents in my account.

i never signed up for, or was told about any other promotion.

I deposited 33$ with bitcoin, and was playing on no promo.

I got it up to over 6000$ and tried to cash out.

they told me that i couldnt because that 3 cents was from the 25 free spin majestic mermaid promo. and that i should have found a game that would have let me bet a penny to get rid of it.

And the pop-up screen that told me the promo was over was a mistake.

Therefor my 33$ signed me up for some second promotion? i didnt agree to nor where they offering any other promo.

because of this i was only allowed to withdrawl 100$ out of my 6300$

As far as records go i dont have anything besides my email correspondence with them, but i still have the same account there open, i could ask them and see what if anything they would give me

Dear kingnothing8181, did you meet the bonus wagering requirements?

Please share your bonus history.

Just to clarify, did you not make any withdrawals after the free spins and only deposited bitcoin? Is it correct that the maximum cashout was applied due to the 3 cents remaining in your casino account from the bonus?

Dear kingnothing8181,

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.

Yes I meet the wagering requirements, which was almost 8000$, however I didn't know at the time that I meet them, because I didn't know I was on a promotion. I thought I was just playing on my 33$ deposit. I didn't learn that I met any type of requirements until I was informed I could only have 100$ so I obviously started looking into things.

No I didn't make any withdrawals

Yes because of the 3 cents they claim my promotion wasn't over. But I was prompted to make another deposit because I had insufficient funds to keep playing. That's when I deposited 33$ Bitcoin and kept playing.

Did you guys receive the correspondence I had with the casino or do I need to send it again?

Dear kingnothing8181, I have not received any email from you. Could you please share your communication with the casino and your bonus history? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

i just sent you the initial letter i wrote to them, and forwarded you the conversation through email i had with them. there was alot more corespondence with them, but it was through thier chat on thier page so i cant get you that obviously, lmk if there is anything else i can send you

Thank you very much, kingnothing8181, for providing the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you kingnothing8181 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask DuckyLuck Casino for their help in resolving this complaint. We would like to know how we can help resolve this issue.

Thank you!

thank you, i appreciate it

Hello kingnothing81 and Peter.

We have reviewed your account and noticed that you were already informed about the rules of the promotions. We understand your discomfort with this situation, even though it does not call for the profanity you have used towards our agents.

All of our promotions come with playthrough and terms and conditions. Before claiming the promotion, we do inform our players to first read the terms and conditions in order to avoid any issues when cashing out.

At this moment, we can let you know that this issue has definitely been explained to the client thoroughly and even after the fact requested free chips for any inconvenience.

We will be asking the department in charge to review the account once again to provide us with a more detailed answer for the client.

ok, well im not a smart person, so explain to me what my 33$ crypto deposit got me. did my deposit get me the free spins? i thought they were free. was there another promotion i wasent aware of? a promotion where you pay money to participate in a playthrough, with 100$ max cashout? So to be clear your promotion was i pay 33$ to do a 8000$ playthrough with a 100 max cashout? that was your promo, and i signed up for it?

what was the pay 33$ to do a 8000$ playthrough with a 100$ max cashout promo called?

all you guys have ever said is we encourge everyone to read the terms and conditions, is that you guys explaining them to me  thoroughly as per your above message? and i did read them, and nowhere does it say, that you guys get to take my deposit, and put it on a promotion that dosent exist, that i never signed up for, so that you dont have to pay out.

you guys gave me 25 free spins, and i played them. thank you for that, i enjoyed the game. but then my money ran out, the promo was over, so i made a deposit. and signed up for nothing.

simply explain what my 33$ deposit got me. because you never have.

And sure its called for, when you get over 6000$ taken from you, you can absolutley say bad words to the people who took it, no problem. are you kidding me? do some foul ass stuff like this and expect not to hear bad words? cmon now. tell you what, i will trade, you give me what you owe me, and you can call me all the bad words you want

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

We sincerely apologize for the delayed response and for any confusion caused by this situation.

Upon carefully reviewing your account, we could not locate any Bitcoin deposits made in the past six months. In fact, the last deposit on your account was recorded in June. We understand this may not align with your expectations, and we want to resolve this matter as quickly as possible.

To help us clarify this situation and provide a detailed explanation, we kindly ask you to contact our support team via email at [email protected]

Please include any transaction details, such as dates, amounts, or reference numbers, so we can assist you further.

Once again, we apologize for the inconvenience and thank you for giving us the opportunity to address your concerns. We’re committed to ensuring your experience with us is a positive one.

Looking forward to hearing from you soon.

you didnt carefully review anything. i stated the exact day and timeframe, and no it dosent fit into a 6 month timeframe as ive said. dosent mean its not true, and that it didnt happen. dont worry i will provide you with every transaction made between your casino and i.

this is cut and dry. you guys gave me free spins, i won some money, then lost it all. i was prompted to go to the cashier because i was out of money.

since my promotion was over i made a 33$ deposit with bitcoin, and won 6348.22$ and was told i could only have 100$

and your claim is that i signed up for a promotion that i didnt know about, where i get to pay 33$, and i get to complete a 8000$ playthrough, for the oppertunity to cashout 100$? that was your promo? and i signed up for it? i did not and you know it, thats nonsence.

And the only answer ever givin was "we encourge everyone to read our terms and conditions" over and fuckin over, thats the only answer ever givin. but i did read them. you cant give a legitimate answer, because you dont have one. and thats why i got the broken record treatment. and whats worse is you know there wasent a damn thing i could do about it.

youve made it very clear that you dont honor jack shit, and you will lie, cheat, and try to broken record someone to death, to get rid of them before you payout, that is what it is, but dont give me this i was on a free spins promotion bullshit, because if i was that deposit would have never happened. and you know that. dont wanna pay, dont pay.

and as to your "terms and conditions" i was well versed in them because a month prior to this, i tried cashing out 600$ only to get 100$. however i was on a promotion and i understood that.

so thats a total of $6948.22 that i have won at your casino, and ive been allowed to cashout 200$

and ive been givin one stupid fuckin answer 30 times

you guys robbed me, plain and simple, you know it, i know it

We appreciate you taking the time to reach out and share your concerns. We understand how frustrating this situation must be, and we want to ensure you receive a clear and transparent response regarding your account.

After carefully reviewing your account history, we did not find any deposits within the last six months. However, we encourage you to verify your account details so we can further investigate your claim. We are more than willing to assist you, but based on the information currently available, we do not see a deposit that matches what you described.

Regarding the promotion and withdrawal terms, all bonuses come with specific wagering requirements and conditions, which must be met before a withdrawal can be processed. We understand that terms and conditions can sometimes be complex, and we regret any confusion or frustration this may have caused.

If you have transaction records that can assist in clarifying your case, we encourage you to provide them so we can take another look. Our goal is always to provide fair and transparent gaming experiences, and we are happy to assist you in resolving any concerns within our policy guidelines.

Please let us know how you'd like to proceed, and we will do our best to assist you further.

Best regards,

Casino Experience Team

blah blah blah, same broken record response. ive submitted everything ive got. im sure you have everything.

you wouldnt do anything besides give the same coockie cutter response immediatly after it happened, so i didnt expect you to do anything about it now, it was a long shot, but back then i didnt know a platform like casino guru existed, so i figured i would give it a shot. was hopeing maybe they could get a human over there to give a response, instead of the same BOT answeres, but oh well

i will just leave it with this:

total i have tried cashing out $6971 with your casino. i have been allowed to cash out $200

i gamble pretty steady with 4 other platforms, and every dollar ive tried cashing out, i have recieved

can you guess why? because they are reputable, and dont lie, cheat, and steal whenever nessesarry to benifiet themselves. they have terms and conditions just as you do, exept they dont change them when nessesary.

you guys are scam artists and stole from me point blank

casino guru, i appreciate the help, these clowns are just gonna keep giving the same response over and over again, so nothing further is needed. again thx for the help, and duckyluck go fuck yourselves

I must caution you that the use of offensive or intimidating language will not be tolerated. Any further attempts to verbally attack any staff members of the casino may result in the permanent blocking of your profile on our website. Our primary goal is to assist players, and we have a zero-tolerance policy for such behavior.

We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.