[RESOLVED] LuckyStart voided 1300 euro from my account!

[stef calin]

On 9/5 i deposited 43 euro with a 200% match bonus on LuckyStart and finished the wager with a balance between 400/500 euro it was. I continued to play from there until i got to 2500 when i decided to cash it all out. Made the withdrawal and in less then 1 hour i received an email that my withdrawal was canceled for the reason that 1000 is my daily limit, and withdrawn 1000. I've played down to 1300 and called it a day. After more then 24h on the 10/5 I login into the account and withdrawn another 1000.
On the 11/5 i received an email stating that my withdrawal was canceled and the remaining balance in my account was corrected/voided for the reason that the bonus that i was playing with has a max cashout of 1000 euro. Just to mention that during my 1st and 2nd withdrawal they had the time to void my balance if that was the case according to their claim but yet they didn't, they let me play with it.
Went in the live chat to ask for some details about this and was told that quote"the maximum win amount with an active bonus is 1000 euro,which means, if you win over that your funds will be corrected to match the max win aka 1000 euro".
Now i would understand that if just after finishing the wager my balance would be over 1000 euro to get corrected but my balance after wagering was 400/500 euro as CASH BALANCE. This balance was not tied to the bonus anymore and all the wins came after the wager was done.
Even the 1000 euro doesn't make sense according to their bonus terms and conditions. 

The maximum winnings that will be paid out resulting from any loyalty and VIP bonus will be 10x from the initial bonus sum. Any winnings exceeding this amount will be forfeited.

The maximum cashout resulting from any bonus given by the casino will equate to the initial bonus amount multiplied by 10 unless stated otherwise in the specific terms relating to another bonus.
      10x86=860euro max cashout from the bonus. Just wanted to show the inconsistency in their claims.

    If it is the case that they are capping  a cash balance that was already converted from a bonus balance to cash balance ( when wager was done below maximum winnings from a deposit bonus ) is crazy to me.
 If there's any @LuckyStart rep on the forum to clarify this situation, DM me please. Also @Skylined87 some help with this would be much appreciated.
 I will update the post if there's any changes to the situation or not.
 

[teckiwi]

This is common for first deposit bonuses even if as you state you were later playing with real money. You need to read the terms before you deposit or not play with deposit bonuses if thats an issue for you.

[Skylined87]

8 hours ago, stef calin said:

On 9/5 i deposited 43 euro with a 200% match bonus on LuckyStart and finished the wager with a balance between 400/500 euro it was. I continued to play from there until i got to 2500 when i decided to cash it all out. Made the withdrawal and in less then 1 hour i received an email that my withdrawal was canceled for the reason that 1000 is my daily limit, and withdrawn 1000. I've played down to 1300 and called it a day. After more then 24h on the 10/5 I login into the account and withdrawn another 1000.
On the 11/5 i received an email stating that my withdrawal was canceled and the remaining balance in my account was corrected/voided for the reason that the bonus that i was playing with has a max cashout of 1000 euro. Just to mention that during my 1st and 2nd withdrawal they had the time to void my balance if that was the case according to their claim but yet they didn't, they let me play with it.
Went in the live chat to ask for some details about this and was told that quote"the maximum win amount with an active bonus is 1000 euro,which means, if you win over that your funds will be corrected to match the max win aka 1000 euro".
Now i would understand that if just after finishing the wager my balance would be over 1000 euro to get corrected but my balance after wagering was 400/500 euro as CASH BALANCE. This balance was not tied to the bonus anymore and all the wins came after the wager was done.
Even the 1000 euro doesn't make sense according to their bonus terms and conditions. 

The maximum winnings that will be paid out resulting from any loyalty and VIP bonus will be 10x from the initial bonus sum. Any winnings exceeding this amount will be forfeited.

The maximum cashout resulting from any bonus given by the casino will equate to the initial bonus amount multiplied by 10 unless stated otherwise in the specific terms relating to another bonus.
      10x86=860euro max cashout from the bonus. Just wanted to show the inconsistency in their claims.

    If it is the case that they are capping  a cash balance that was already converted from a bonus balance to cash balance ( when wager was done below maximum winnings from a deposit bonus ) is crazy to me.
 If there's any @LuckyStart rep on the forum to clarify this situation, DM me please. Also @Skylined87 some help with this would be much appreciated.
 I will update the post if there's any changes to the situation or not.
 

can you DM me your email? I'll check if something can be done, but @teckiwi is right here - very common nowdays for casinos to have cashout caps on cash generated as a result of bonus.

[stef calin]

The maximum cashout resulting from any bonus given by the casino will equate to the initial bonus amount multiplied by 10 unless stated otherwise in the specific terms relating to another bonus.) which allowed the initial withdrawal through which exceeded the max win of 500 euros or equivalent for this specific bonus.

As we can see this caused confusion on the 2nd withdrawal attempt when the winnings were capped according to this specific bonus terms we have therefore decided to pay out the remaining balance on this occasion. I do want to make it clear that the actions taken by the team to cut the winnings were in accordance with the terms of this bonus and we do not have to make this additional payment however as we do value you as a player we have decided to add the 1,300.18 back into your account.

I wanna say thank you to @LuckyStart Casino and to @Skylined87 for making this possible. Will pay more attention to terms and conditions in the future when taking bonuses.

[Skylined87]

10 hours ago, stef calin said:

The maximum cashout resulting from any bonus given by the casino will equate to the initial bonus amount multiplied by 10 unless stated otherwise in the specific terms relating to another bonus.) which allowed the initial withdrawal through which exceeded the max win of 500 euros or equivalent for this specific bonus.

As we can see this caused confusion on the 2nd withdrawal attempt when the winnings were capped according to this specific bonus terms we have therefore decided to pay out the remaining balance on this occasion. I do want to make it clear that the actions taken by the team to cut the winnings were in accordance with the terms of this bonus and we do not have to make this additional payment however as we do value you as a player we have decided to add the 1,300.18 back into your account.

I wanna say thank you to @LuckyStart Casino and to @Skylined87 for making this possible. Will pay more attention to terms and conditions in the future when taking bonuses.

Glad to hear it buddy! 😄

[ressivv]

Dang, you really get shit done @Skylined87

[Lordship]

Getting paid out over max cashout Pog Izze well done!