Lucky Circus Casino - Las ganancias del jugador fueron confiscadas.

I received a €200 deposit bonus and won almost €2,000. The bonus terms and conditions stated a maximum winning limit of 10 times the bonus amount. Nevertheless, the casino deleted €1,600, arguing that the maximum winnings were €365. This was clearly stated differently in the bonus's terms and conditions.

Ich habe einen 200€ Einzahlungsbonus erhalten und fast 2000€ gewonnen. Die Bonusregeln sprachen von einem maximalen Gewinnlimit von 10 mal dem Bonusbetrag. Nichts desto trotz hat das Casino 1600€ gelöscht mit der Begründung der Maximalgewinn entspräche 365€. Das wurde in den AGB des Bonuses ganz deutlich anders beschrieben.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Lucky Circus Casino.

In the general bonus terms, the payout limits from a bonus are the following:

1.5. Deposit Bonuses – Unless otherwise specified, deposit bonuses carry a 45x wagering requirement.Maximum win and withdrawal are capped at 10x the bonus amount.

Free Spins – Unless otherwise stated, all winnings from free spins are credited as a bonus balance. This bonus carries a 30x wagering requirement. After wagering is completed, the maximum withdrawable win is limited to 3x the bonus amount credited from the free spins.

No Deposit Bonuses – Unless stated otherwise, these come with a 50x wagering requirement and a maximum win/withdrawal of 2x the bonus amount.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please share a link or a screenshot of the bonus you accepted and played? Were any free spins part of the promotion offer?
• How did the casino justify the decision to cap your winnings to 365€?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello,

I'm attaching a screenshot of the offer I received via email. I didn't play any free spins, and the email explicitly stated that the maximum payout was 10x the bonus amount.

Unfortunately, the casino didn't provide any justification for the €365; they simply stated that it was correct. This contradicts their own terms and conditions.

I only played slots. I can't forward the communication because, unfortunately, I never received a reply via email. Live chat told me that their decision to reduce it to €365 was correct. There's been no further communication.

I deposited €50 and received a €200 bonus.

Hallo,

ich füge einen Screenshot des Angebots bei, welches ich über E-Mail erhalten habe. Ich habe keine Freispiele gespielt und in der E-Mail wurde auch ausdrücklich von 10x dem Bonusbetrag als Maximale Auszahlung gesprochen.

Das Casino hat die 365€ leider gar nicht begründet, es wurde lediglich gesagt es wäre korrekt so. Sie widersprechen aldo ihre eigenen AGB.

Ich habe ausschließlich Slots gespielt. Ich kann die Kommunikation nicht weiterleiten, da mir über E-Mail leider nie geantwortet wurde. Der Live Chat hatte mir gesagt, dass ihre Entscheidung es auf 365€ zu reduzieren korrekt war. Mehr Kommunikation existiert nicht.

Ich habe 50€ eingezahlt und 200€ Bonus erhalten.

Thanks for sharing the evidence.

Could you please share evidence that the casino confiscated the 1600€ from your account, or that they only left 365 €?

From the description of the bonus, the contribution of the bonus money from the casino might have been 150€ only. Could you please confirm that the casino credited an extra 200€ in the beginning?

Was the deduction recorded in your transaction history?

Was the bonus contribution recorded in the transaction history?

I apologize for the inconvenience or for any misunderstanding.

Hello,

No, the deduction isn't noted in the transaction history. Here's a screenshot showing that only €365 remains.

Yes, I definitely received a €200 bonus. The bonus was also advertised as a 400% bonus.

Hallo,

nein, in der Transaktionshistorie ist der Abzug nicht vermerkt. Hier ist ein Screenshot, dass nur 365€ übrig sind.

Ja, ich habe definitiv 200€ Bonus erhalten. Der Bonus wurde auch als 400% bonus beworben.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Martin, 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.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello michizockt321,

I am sorry to hear about your troubles. I am Martin and I will be taking care of your complaint from now on. Can you please specify, which exact bonus have you claimed? Was this an email only bonus, welcome bonus, or a completely different promotion? I also would like to invite the Lucky Circus Casino representative to enter the discussion.

Dear casino representative,

could you please check the case and explain the matter to us? Are you able to provide us with the terms and conditions of said bonus? Thank you in advance for providing us with your view of the issue.

Hello michizockt321 and Martin,

We'd like to acknowledge this complaint and inform you that we are currently looking into this. We will be back with you as soon as we have an update thank you!

Dear casino representative,

thank you for your response. We will be awaiting the update.

Thanks for your patience. This seems to have a been a technical issue with the bonus engine.

We have now re-added the amount that was deducted EUR 1,147.30.

michizockt321 you are free to continue playing or withdraw this amount, and we apologize for the inconvenience this has caused.

Screenshot showing balance before and after deduction:

Dear casino representative,

thank you very much for your cooperation and explaining the issue to us.

Dear michizockt321,

can you please check the status of your funds? Are you able to make the withdrawal request?

Dear michizockt321,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Martin
Casino.Guru