Unresolved complaint
A bonus I declined became the reason for taking my win
Lucky Ones took my €1840 and says bonus rules. I DECLINED the bonus. Deposited €80, played Book of Dead with cash, wallet said cash. Receipt even says bonus declined. How does it become a bonus when I try to take it out?
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The conversation
7 replies · Oldest firstThis case is unresolved. The public conversation is kept for the record.
This case is unresolved. Public replies are closed.
Please send the declined-offer receipt and full wallet history privately. We'll ask Lucky Ones to identify a bonus activation and the accepted rule it says applied.
Sent. €80 isn't included in the 1840, it was still in the balance separately. They're offering the 80 back if I accept their decision. I haven't.
The account was reviewed under promotional restrictions. We cannot provide a bonus activation entry through this complaint. The EUR 80 deposit remains available subject to accepting the settlement offered to the player. The removed winnings will not be paid.
Please reconcile that decision with the declined-bonus receipt and cash ledger. Also confirm whether return of the player's own deposit is conditional on a release and provide the exact proposal privately. We have no confirmed refund.
I've sent the proposal. Yes it says full and final. I'm not signing away 1840 to get my own 80. Now they won't discuss it.
The proposal is in the private record. We've requested a final response on the cash funding and the conditional deposit return by 20 September.
No activation record, substantive response or payment was supplied by the deadline. Closed unresolved: €1,840 removed and €80 subject to an unaccepted refund proposal. Neither amount is recorded as received. The case can be reopened if the player or operator supplies a payment or a reasoned decision.