Luckybet Casino - Spelarens ifrågasättande av turneringsregler.

Hello,

I would like to help understand the scam at Lucky Bet where they have a tournament running with the highest weighted win condition. According to the ranking on the company's website, the first in the Crazy 30,000 CZK tournament has a total of 32941, which would correspond to a win of approx. 150,000 for a bet of CZK 5. That's a total scam for me, it doesn't work in CZ. Last tournament with the same condition, the calculation was based on a win of over 600 thousand, which is against the law. Clear scam for me. When I asked about the chat, they are not even able to answer. Fraud, false advertising. I don't know, I don't know the correct terminology. Thank you

Zdravím,

chtěl bych pomoci pochopit podvod u společnosti Lucky Bet, kde má spuštěný turnaj s podmínkou nejvyšší vážená výhra. Podle žebříčku, který je uveden na webu společnosti, má první v turnaji Crazy turnaj o 30.000 Kč celkem 32941, což by odpovídalo výhře cca 150 tis za sázku 5,- Kč. To je za mě totálně podvod, to v CZ nejde. Minulý turnaj se stejnou podmínkou vycházel výpočet na výhru přes 600 tis, což jde proti zákonu. Za mě jasný podvod. Když jsem se dotazoval na chatu, tak nejsou schopni ani odpovědět. Podvod, klamavá reklama. Nevím, neznám správnou terminologii. Děkuji

Dear StehlikJan,

Thank you very much for submitting your complaint. I understand your concern. Could you please advise if you have tried communicating this issue with the casino directly? Please forward the exact link for the competition/tournament to petronela.k@casino.guru, I'd like to check the terms and conditions.

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela 

Hello, for me it's a scam, you can't win 133 thousand multiples in CZ, that would be a win of 650 thousand, if I take the game as the minimum bet in the tournament. I can't find the link, but just open the Luckybet page, the tournament tab and today's tournament. I send screenshots of tournaments, there are unrealistic numbers, after all it is a fraud on the players.

The casino is absolutely not communicating, I tried via chat and no response within two hours.

Zdravím, za mě je to podvod, nelze v CZ vyhrát 133 tis násobek, to by byla výhra 650 tis, když beru hru za minimální sázku v turnaji. Odkaz mi nejde, ale stačí otevřít stránky Luckybet, záložka turnaje a dnešní turnaj. Posílám screen turnaje, jsou tam nereálná čísla, vždyť je to podvod na hráče.

Kasino absolutně nekomunikuje, zkoušel jsem to přes chat, a během dvou hodin žádná reakce.

I'm sorry StehlikJan, but we do not investigate if wins are possible or not, or if the competition is unfair unless our players have been mistreated. Please understand it is not in our power to analyze all the promotional rules. Could you please advise if you have entered this specific promotion or if your name is visible on the leaderboard?

Hello, I did not expect you to join this complaint, it just confirmed to me that if you are paying, you will not deal with it. But it is robbing us players, I am posting the tournament rules below, the definition of the highest weighted win, where it is clearly stated that this is the highest weighted win, which is only one. And if the winner has 32,000 points, not anymore, the first in the tournament has 144,741 points, so logically, see the rules below, if I stick to the fact that the player played for CZK 5, the winnings were 144,741 * 5 = that's almost 900 thousand CZK. By law, the maximum win is 500,000. But I understand that you don't want to deal with it, you promote all casinos, and not for free. And who will go to the hen that lays the egg?

Please try to advise me, if you don't want to deal with it, should I contact the ČOI, or whoever is checking it, the Financial Administration or another body, which will then arrange for a remedy. And thank you for your time. WITH******.

HIGHEST WEIGHTED WIN (WIN/STOP) Ranking in the leaderboard always determines your highest weighted win (win/stake) during the tournament. • Minimum deposit: minimum value of each spin to include weighted winnings in the tournament. • Minimum spins: the minimum number of spins as a condition to qualify for the tournament (shown in the leaderboard). Example: We have listed a tournament in selected games with a minimum deposit per spin of CZK 10 and a minimum number of rounds of 10. For each winning spin with a minimum value of CZK 10, we calculate the weighted win. In other words, we divide the winnings by the wagered amount (deposit) and put the result in a leaderboard where we keep only your highest weighted winnings. In addition, the minimum number of rounds was set at 10. That is. with the tenth spin for 10 CZK in selected games, you will appear in the leaderboard and the battle with other players begins.

Zdravím, nečekal jsem, že se zapojíte do této stížnosti, jenom mě to utvrdilo v tom, že pokud Vám platí, tak to nebudete řešit. Ale je to okrádání nás hráčů, dole posílám pravidla turnaje, definici nejvyšší váženou výhru, kde je jasně uvedeno, že se jedná o nejvyšší váženou výhru, která je pouze jedna. A pokud má výherce 32 tis bodů, už ne, první v turnaji má 144 741 bodů, tak z logiky věci, viz pravidla níže, pokud se budu držet toho, že hráč hrál za 5,- Kč, tak činila výhra 144 741 * 5 = to je necelých 900 tis Kč. Maximální výhra je ze zákona 500 tis. Ale chápu, že to nechcete řešit, casina propagujete všechny, a ne zadarmo. A kdo půjde to slepici, která snáší vejce.

Zkuste mi prosím poradit, pokud to nechcete řešit, mám se obrátit na ČOI, nebo kdo to kontroluje Finanční správa případně jiný orgán, který tedy sjedná nápravu. A děkuji za Váš čas. S******.

NEJVYŠŠÍ VÁŽENÁ VÝHRA (VÝHRA/VKLAD) Pořadí v žebříčku stanoví vždy vaše nejvyšší vážená výhra (výhra/vklad) během turnaje. • Minimum vklad: minimální hodnota každého zatočení pro zařazení vážené výhry do turnaje. • Minimum kol: minimální počet zatočení jako podmínka pro kvalifikaci do turnaje (zobrazení v žebříčku). Příklad: Vypsali jsme turnaj ve vybraných hrách s minimálním vkladem na zatočení 10 Kč a minimálním počtem kol 10. U každého výherního zatočení s minimální hodnotou 10 Kč, vypočítáme váženou výhru. Jinými slovy, vydělíme výhru vsazenou částkou (vkladem) a výsledek zapíšeme do žebříčku, kde udržujeme pouze vaší nejvyšší váženou výhru. Minimum kol bylo navíc stanoveno na 10. Tzn. desátým zatočením za 10 Kč ve vybraných hrách se zobrazíte v žebříčku a začíná souboj s ostatními hráči.

Hello, I managed to find it, according to the internet the controlling authority is the Customs Administration and possibly the Ministry of Finance. So I'll try the Customs Administration and we'll see. Please just try to confirm it for me. Thank you S******

Zdravím, tak se mi to podařilo dohledat, podle internetu je kontrolním orgánem Celní správa a případně Ministerstvo financí. Tak já zkusím Celní správu a uvidíme. Zkuste mi to prosím jenom potvrdit. Děkuji S******

Thank you for your reply. I just want to emphasize that we do not investigate every competition organized by casinos simply because we deal with issues of players who were mistreated, not because "we are paid to advertise casinos" as you wrote. We do not advertise casinos; we are an independent database of all online gambling establishments and we try to help players with their issues all for free. Could you please advise if you entered this specific promotion or if your name is listed on the leaderboard? 

Hello, I am a player and I have a problem with the fact that the casino is robbing me and not only me. I didn't win that tournament, they added their numbers and fake profiles to the ranking for me. And that's why I'm writing this. You write that you solve the problems of the players. And here, from my point of view, there is a problem like a cow, but you obviously don't want to solve it. I'll try MF, see if he's more accommodating. Thanks for the effort, even if it was very small from my point of view.

Ahoj, jsem hráč a mám problém s tím, že mě a nejen mě, že mě casino okrádá. Ten turnaj nešel vyhrát, za mě si tam do žebříčku doplnili svoje čísla a fake profily. A kvůli tomu, to píšu. Píšete, že řešíte problémy hráčů. A tady je z mého pohledu problém jako kráva, ale viditelně nechcete řešit. Zkusím to MF, uvidíme, zda bude vstřícnější. Díky za snahu, i když byla z mého pohledu velmi malá.

Thank you very much, StehlikJan, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello StehlikJan,

I am sorry to hear about your troubles.

I completely understand your feeling. Your logic is accurate. By the rules, 133629 points are equal to 668145 CZK winning (in the case of minimal bet, which is illegal in CZ)

The possible explanation is that the casino incorrectly calculates the points or does not follow the maximum winnings rule in CZ.

The law about online gambling in the Czech Republic:

Section 52

Highest bet and highest win

(1) For a technical game operated in a gaming room, the bet in one game may not exceed CZK 100 and the winnings from one game may not exceed CZK 50,000.

(2) For a technical game operated in a casino, the bet in one game may not exceed CZK 1,000 and the winnings from one game may not exceed CZK 500,000.

translation to EN:

(the maximum bet cannot be more than 1000 CZK, and winning more than 500000 CZK)

(3) For a technical game operated as an internet game, the bet in one game may not exceed CZK 1,000 and the winnings from one game may not exceed CZK 500,000.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

Hello StehlikJan,

I am sorry to hear about your troubles.

I completely understand your feeling. Your logic is accurate. By the rules, 133629 points are equal to 668145 CZK winning (in the case of minimal bet, which is illegal in CZ)

The possible explanation is that the casino wrongly calculates the points or does not follow the maximum winnings rule in CZ.

The law about online gambling in the Czech Republic:

§ 52

Nejvyšší sázka a nejvyšší výhra

(1) U technické hry provozované v herně nesmí sázka do jedné hry přesáhnout 100 Kč a výhra z jedné hry přesáhnout 50000 Kč.

(2) U technické hry provozované v kasinu nesmí sázka do jedné hry přesáhnout 1000 Kč a výhra z jedné hry přesáhnout 500000 Kč.

translation to EN:

(the maximum bet cannot be more than 1000 CZK, and winning more than 500000 CZK)

(3) U technické hry provozované jako internetová hra nesmí sázka do jedné hry přesáhnout 1000 Kč a výhra z jedné hry přesáhnout 500000 Kč.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

Hello, I don't speak American very well, but I understand the translation correctly, does google translate? Or possibly if someone can translate literally.

Hello StehlikJane,

I'm sorry to hear about your troubles.

I totally understand your feeling. Your logic is spot on. According to the rules, 133,629 points equals a win of CZK 668,145 (in the case of a minimum bet, which is illegal in the Czech Republic)

A possible explanation is that the casino calculates points incorrectly or does not follow the maximum winnings rule in CZ.

Online Gambling Act in the Czech Republic:

Section 52

Highest bet and highest win

(1) For a technical game operated in a gaming room, the bet in one game may not exceed CZK 100 and the winnings from one game may not exceed CZK 50,000.

(2) For a technical game operated in a casino, the bet in one game may not exceed CZK 1,000 and the winnings from one game may not exceed CZK 500,000.

translation into EN:

(the maximum bet must not be higher than CZK 1,000 and the win more than CZK 500,000)

(3) For a technical game operated as an internet game, the bet in one game may not exceed CZK 1,000 and the winnings from one game may not exceed CZK 500,000.

I would like to invite a casino representative to the case:

Dear casino representative, could you please review the case and explain to us what happened?

Zdravím, neumím moc dobře po amerikánsku, ale chápu správně překlad, překládá google? Nebo případně zda můžete někdo přeložit doslovně.

Dobrý den StehlikJane,

Je mi líto, že slyším o vašich potížích.

Naprosto chápu tvůj pocit. Vaše logika je přesná. Podle pravidel se 133629 bodů rovná výhře 668145 Kč (v případě minimální sázky, která je v ČR nelegální)

Možné vysvětlení je, že kasino špatně počítá body nebo nedodržuje pravidlo maximálních výher v CZ.

Zákon o online hazardních hrách v České republice:

§ 52

Nejvyšší sázka a nejvyšší výhra

(1) U technické hry provozované v herně nesmí sázka do jedné hry přesáhnout 100 Kč a výhra z jedné hry přesáhnout 50000 Kč.

(2) U technické hry provozované v kasinu nesmí sázka do jedné hry přesáhnout 1000 Kč a výhra z jedné hry přesáhnout 500000 Kč.

překlad do EN:

(maximální sázka nesmí být vyšší než 1000 Kč a výhra více než 500000 Kč)

(3) U technické hry provozované jako internetová hra nesmí sázka do jedné hry přesáhnout 1000 Kč a výhra z jedné hry přesáhnout 500000 Kč.

Rád bych pozval zástupce kasina do případu:

Vážený zástupce kasina, mohl byste prosím zkontrolovat případ a vysvětlit nám, co se stalo?

Basically, I agree with you regarding the points.

Now we are waiting for the casino representative to explain the situation.

SVK:

Good day.

As far as the calculation of points is concerned, you are absolutely right.

There are possible scenarios of what happened and we are currently waiting for a statement from the casino representative.

Basically, I agree with you regarding the points.

Now we are waiting on the casino representative to explain the situation.

SVK:

Dobry den.

Co sa pocitania bodov tyka, mate absolutnu pravdu.

Su tu mozne scenare co sa stalo a momentalne cakame na vyjadrenie od zastupcu kasina.

Good day,

according to the description, we reviewed the case and in the Crazy tournament running on November 7-8. the "Highest weighted win" criterion was displayed on the website instead of the "Weighed number of spins" criterion that was set in the system according to which the tournament took place properly. The points were calculated according to this criterion and in accordance with the rules.

It is therefore only an incorrect display of the winning criteria in the description of the tournament, for which we are very sorry to the players. We are ready to offer compensation.

We categorically reject the other accusations from Mr. S****** together with the supposed possible explanations given by Casino Guru Matěj, and further add that no one under the name of Jan S****** was involved in this tournament.

Once again, we apologize for the error and the complications caused.

Regards,

The LuckyBet team

Dobrý den,

podle popisu jsme případ přezkoumali a v Crazy turnaji probíhajícím 7.–8.11. bylo na webu chybným zadáním obsluhy zobrazeno kritérium "Nejvyšší vážená výhra" namísto kritéria "Vážený počat zatočení" které bylo v systému nastaveno podle kterého turnaj řádně probíhal. Body byly vypočteny dle tohoto kritéria a v souladu s pravidly.

Jedná se tedy pouze o chybné zobrazení výherního kritéria v popisu turnaje za které se hráčům velice omlouváme. Jsme připraveni nabídnout kompenzaci.

Ostatní nařčení od p. S****** společně s domnělými možnými vysvětleními uvedenými za Casino Guru Matějem kategoricky odmítáme a dále doplníme, že v tomto turnaji nikdo pod jménem Jan S****** zapojen nebyl.

Ještě jednou se za chybu a způsobené komplikace omlouváme.

S pozdravem,

Tým LuckyBet

Hello StehlikJan,

As I assumed, there was a mistake in the information about the tournament. I hope this explanation is satisfactory for you.

Can we close this complaint, or do you need help with something else?

Hello, thank you for your comment, I accept the apology. But the sad part is that it was not just one tournament. Dear friends, it took you quite a long time before you recognized the error as a casino, it's a shame that you didn't recognize it when I wrote to you on your chat, to which you did not respond. Of course the profile is fake, anyway I was in the tournament and due to fraud I didn't continue it. I have been to other tournaments as well, but after today I don't want anything from your company. It's a huge disappointment for me. If you really want to give compensation, then to all players who were in the tournament. Thank you your former player

Dobrý den, děkuji za vyjádření, omluvu přijímám. Ale smutné je na tom to, že se nejednalo pouze o jeden turnaj. Vážení, trvalo Vám celkem dost dlouho, než jste jako casino uznaly chybu, škoda, že jste ji neuznali, když jsem Vám psal na Váš chat, na který jste nereagovali. Profil je samozřejmě falešný, každopádně v turnaji jsem byl, a z důvodu podvodu jsem v něm nepokračoval. Byl jsem i v ostatních turnajích, ale po dnešku už nechci od Vaší společnosti vůbec nic. Je to pro mě obrovské zklamání. Pokud skutečně chcete dát kompenzaci, tak všech hráčům, kteří byly v turnaji. Děkuji Váš bývalý hráč

Dear StehlikJan,

From what the casino representative wrote, it is clear that the casino made a mistake. However, there was no bad intention in this mistake.

I understand that you feel bad about the situation, but please also consider that other tournaments were not affected by this mistake and that the casino organizes tournaments very often. The tournaments aim to have extra fun and special prizes for active players, which wasn't changed by this mistake. Human error caused the tournament to have different criteria for winners; however, the casino did not benefit from this situation.

Based on this, I think that we can close the case as resolved.

CZ:

Dear StehlikJan,

From what the casino representative wrote, it is clear that the casino made a mistake. However, there was no bad intention in this mistake.

I understand that you feel bad about the situation, but please also note that other tournaments were not affected by this error and that the casino runs tournaments very often. Tournaments are meant to be extra fun and special prizes for active players, which hasn't changed with this bug. Human error caused the tournament to have different criteria for winners; however, the casino did not benefit from this situation.

Based on that, I think we can close the case as solved.

Dear StehlikJan,

From what the casino representative wrote, it is clear that the casino made a mistake. However, there was no bad intention in this mistake.

I understand that you feel bad about the situation but please also consider that other tournaments were not affected by this mistake and that the casino organizes tournaments very often. The tournaments aim to have extra fun and special prizes for active players, which wasn't changed by this mistake. Human error caused the tournament to have different criteria for winners; however, the casino didn't benefit from this situation. 

Based on this, I think that we can close the case as resolved.

CZ:

Vážený StehlikJan,

Z toho, co napsal zástupce kasina, je zřejmé, že kasino udělalo chybu. V tomto omylu však nebyl špatný úmysl.

Chápu, že se ze situace cítíte špatně, ale vezměte prosím také na vědomí, že ostatní turnaje nebyly touto chybou ovlivněny a že kasino pořádá turnaje velmi často. Turnaje mají za cíl extra zábavu a speciální ceny pro aktivní hráče, což se touto chybou nezměnilo. Lidská chyba způsobila, že turnaj měl různá kritéria pro vítěze; kasino však z této situace netěžilo.

Na základě toho si myslím, že můžeme případ uzavřít jako vyřešený.

Thank you Casino Guru for eliciting an answer from the casino operator, you will probably close the case. I took the picture. thank you once again

Děkuji Casino Guru za vymámení odpovědi z provozovatele casina, asi případ uzavřete. Já jsem si obrázek udělal. Děkuji ještě jednou

Thank you very much for the confirmation. I am closing the case now.

I appreciate your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Matej

Casino.Guru