CLOSED: Lucky Ones Casino - No Payment Issue

Dear LCB Complaints Team,I am requesting your urgent assistance and mediation regarding a severe case of retroactive balance manipulation by Lucky Ones Casino. The casino has unlawfully stripped $4,100 from my verified Real Cash Balance.The Timeline of Events:Wagering Met & Funds Cleared: I deposited $100 and used a signup bonus. I successfully met all wagering requirements. The casino system officially processed this completion and moved my entire balance into my Real Cash Wallet, fully closing that bonus loop.Clean Cash Play: Relying on the casino interface showing cleared cash, I played a completely separate session. I accepted 100% of the live wagering risks with pure cash on a clean slate and fairly accumulated a balance of $4,400.External Banking Error: I requested a withdrawal for the $4,400. This request failed strictly due to an external banking network transmission error, which automatically pushed the funds back into my casino profile balance.Retroactive Confiscation Loophole: When I attempted a subsequent withdrawal, the casino used the external banking glitch as a loophole. They retroactively re-applied the maximum bet rules of the first bonus—a session that was already completed and cleared. They wrongfully seized $4,100 from my real cash balance, leaving only $100.Forced "Settlement" Attempt: The casino ignored my direct support emails for 7 days. Yesterday, they unilaterally processed a $100 withdrawal to my account. I have explicitly notified their support team via email that I completely reject this $100 as a final settlement, and I am pursuing my remaining $4,100 in fair winnings.Evidence Maintained:I have preserved explicit chat transcripts where the support agent openly admits that the casino actively entered my Real Cash Account to strip away this money based on that expired bonus session. I have also filed an official non-compliance report with the Curaçao Gaming Control Board.The casino accepted my live cash bets. They cannot legally resurrect a dead bonus rule to seize subsequent cash winnings after an external banking error occurs. I kindly ask LCB to contact the Just Entertainment B.V. corporate representative to review this predatory balance adjustment.Thank you,Henrietta Tutauha

Disputed amount: 4100$

Casino: Lucky Ones Casino

Case #: 4618

Hello Henrietta Tutauha, 

Welcome to LCB, and thank you for sharing your experience with our members. We are sorry to hear about the inconvenience you have experienced.

However, please note that once a case has been escalated through legal channels and submitted to the licence authority and game provider for investigation, we are unfortunately not able to mediate or handle the complaint further while those investigations are ongoing.

We still appreciate you sharing your experience publicly with the community, and we are sorry to hear that you had such a negative experience with this casino.

A formal dispute to LuckyOnes Casino for wrongfully confiscating my real cash balance.

1. BONUS COMPLETION & CASH TRANSITION: I deposited $100 and used a bonus. I successfully met all wagering requirements. The casino system processed this and shifted my funds completely into my Real Cash Balance, legally concluding the bonus terms.

2. CLEAN CASH PLAY: Relying on the interface showing cleared real cash, I played an entirely separate session. I accepted 100% of the live wagering risks with pure cash on a clean slate and fairly won a total balance of $4,400.

3. PAYMENT PROCESSOR FAILURE: I requested a withdrawal for the $4,400. This request failed strictly due to an external banking network transmission error, which automatically pushed my funds back into my casino profile.

4. RETROACTIVE CONFISCATION: When the funds bounced back, the casino used the banking glitch as a loophole. They retroactively enforced the maximum bet rules of the first bonus—a bonus session that was already completed, cleared, and closed. They wrongfully seized $4,100 from my real cash balance, leaving only $100.

5. POST-CONFISCATION "GOODWILL" TRAP: The casino did not grant an exception beforehand. They applied a "goodwill" label only AFTER the confiscation occurred, leaving $100 and telling me to withdraw it in a predatory attempt to force a low-value settlement. I explicitly reject this as a final resolution. The $100 deposit has successfully cleared into my New Zealand bank account, proving my account verification (KYC) is flawless.

6. WRITTEN ADMISSION & EVIDENCE DELETION: The casino has manually altered my account profile backend to delete the history log of the missing $4,100. However, I have securely saved and attached the exact live chat logs where the support agent openly admits that the casino actively went directly into my Real Cash Account to strip away this money based on that expired bonus session. The casino accepted my live cash bets. They cannot legally resurrect a dead bonus rule to seize subsequent cash winnings after a banking error occurs. I request an immediate management intervention to resolve this predatory balance manipulation before a formal complaint is escalated to the Curaçao Gaming Control Board.

Disputed amount: 4100$

Casino: Luckyones

Case #: 4629

Hello Henrietta Tutauha, 

Please note that, as you already stated in your initial complaint #4618, quoted above, since the case has already been escalated through legal channels and submitted to the licensing authority for investigation, we are unfortunately not able to mediate or handle the complaint further while those investigations are ongoing. 

Feel free to share any details of the case development with us! Thank you!