LuckyHour Casino - El jugador enfrenta problemas de retiro y disputas sobre el saldo de la cuenta.

Hello Team Guru,

Since I am having problems with a withdrawal at LuckyHour Casino, I would like to ask for your support.

On December 3, 2025, I made a deposit of €20 and claimed the welcome bonus of 120% and 125 free spins (5 x 25 spins).

The wagering requirements for bonus money and free spins are 40x each.

I wagered the cash bonus and the first set of free spins (25 spins yielded €3.70) and ultimately had €299 in real money in my account. I then requested a withdrawal of €275, which was initially canceled by the casino on December 8, 2025. Furthermore, my real money balance was reduced from €299 to €123.70.

The casino explained its decision in an email as follows: "The finance department has rejected the payout of 275 EUR.

In accordance with the bonus rules, the amount of EUR 175.36 has been debited from your account.

All winnings obtained while fulfilling the bonus requirements are limited to a maximum withdrawal amount of 5 times the bonus amount. Any excess balance will be deleted before withdrawal.

In your case, the amount available for withdrawal is 24 EUR x 5 + 3.7 (FS) = 123.7 EUR."

The bonus terms and conditions state a five-times bonus amount as the maximum win limit, which applies to me as well. However, the win limit from the free spins is set at €100, not the winnings from the first set of free spins. This is how it works in all the other Altacore casinos I've used. Therefore, my available balance would be €220, not €123.70.

It would probably be quite pointless to have to wager €3.70 40 times in order to ultimately win a silly €3.70.

I sent my calculations to the casino via email, but haven't received a response yet. Therefore, I'd like to ask for your help.

Thank you in advance.

Hottemanne

Hallo Team Guru,

da ich Probleme mit einer Auszahlung im LuckyHour Casino habe, möchte ich euch um Unterstützung bitten.

Am 3.12.2025 habe ich mit einer Einzahlung in Höhe von 20 € den Willkommensbonus von 120% und 125 Freispiele (5 x 25 Spins) in Anspruch genommen.

Die Umsatzbedingungen für Bonusgeld und Freispiele sind jeweils 40 x.

Ich habe den Geldbonus und den ersten Satz Freispiele ( 25 Spins ergaben 3,70 €) umgesetzt und hatte schließlich 299 € Echtgeld Guthaben in meinem Account. Anschließend beantragte ich eine Auszahlung in Höhe von 275 € welche am 8.12.2025 vom Casino zunächst storniert wurde. Des Weiteren wurde mein Echtgeld Guthaben von 299 € auf 123,70 € reduziert.

In einer Mail des Casinos wurde es wie folgt begründet: "Die Finanzabteilung hat die Auszahlung in Höhe von 275 EUR abgelehnt.  

In Übereinstimmung mit den Bonusregeln wurde der Betrag von 175.36 EUR von Ihrem Konto abgebucht.

- Alle Gewinne, die Sie bei der Umsetzung des Bonus erhalten, sind auf einen maximalen Auszahlungsbetrag in Höhe des 5-fachen Bonusbetrages begrenzt. Überschüssiges Guthaben wird vor der Auszahlung gelöscht.

In Ihrem Fall beträgt der für eine Auszahlung verfügbare Betrag 24 EUR x5 + 3.7 (FS) = 123.7 EUR."

In den Bonusbedingungen ist der 5-fache Bonusbetrag als Gewinnlimit festgelegt und somit für mich auch zutreffend. Das Gewinnlimit aus den Freispielen wird dort allerdings mit 100 € festgelegt und nicht dem Gewinn aus dem ersten Satz Freespins. Denn so kenne ich es auch aus den ganzen anderen Altacore Casinos. Somit würde mein verfügbares Guthaben 220 € und nicht 123,70 €.

Es wäre wohl auch ziemlich sinnfrei 3,70 € dann 40 x umsetzen zu müssen, um letztendlich alberne 3,70 € gewinnen zu können.

Meine Berechnung habe ich dem Casino per Mail zukommen lassen, eine Reaktion darauf gab es bisher nicht. Somit möchte ich euch um Hilfe bitten.

Vielen Dank im voraus

Hottemanne

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please specify how much money was in your account after you finished wagering the bonus, excluding the free spins?
• Have your winnings been capped in any way immediately after completing the wagering, or did the casino apply the cap only after you submitted your withdrawal request?
• How much did you win from the free spins after you finished wagering the €3.70?
• Did the €3.70 win come from wagering only one batch of 25 free spins?
• When was the last time the casino communicated with you regarding the cap applied to your winnings?

According to the Welcome Bonus Terms:

11. The maximum allowed amount for withdrawal which has been won from casino bonus free spins is €100 / NZ$150 / A$150 / C$150. If the withdrawal amount exceeds the allowed amount, the player receives €100 / NZ$150 / A$150 / C$150 and the rest is charged from the player’s account in accordance with the bonus policy.

12. All winnings received while wagering Bonus are limited to a maximum cashout amount of 5 times the bonus granted. Any exceeded balance will be voided prior to money withdrawal.

It seems to me that the winnings from the actual bonus should be capped separately from the free spin winnings.

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

Best regards

Veronika

Hello Veronika,

Thank you very much for your reply. Here is the requested information:

• After fulfilling the bonus conditions, there was €299 and a few cents in my account.

• The limit was only applied after the payment request had been submitted.

• I honestly can't say how much I made with the €3.70, as I simply played to try and turn the €3.70 into 40 bets.

• Yes, the winnings of €3.70 come from a single batch of 25 free spins, the first batch.

• The casino last contacted me on December 9th, and this was the only time, regarding the upper limit of my winnings.

I share your opinion regarding the separate limit on winnings. That's how I understand the rule in the bonus terms and conditions. And that's how it's been handled in other Altacore casinos so far.

Therefore, I conclude that I should be paid out €220 of my winnings.

€120 from the cash bonus + €100 for the wagered free spin bonus.

Best regards

Hottemanne

Hallo Veronika,

vielen Dank für die Antwort. Hier nun die gewünschten Angaben:

• nach Erfüllung der Bonusbedingungen befanden sich 299 € und ein paar Cent auf meinem Konto

• die Begrenzung wurde erst nach Einreichung des Auszahlungsantrags angewendet

• wie viel ich mit den 3,70 € kann ich beim besten Willen nicht sagen da ich einfach nur runter gespielt habe um die 3,70 € 40 x umzusetzen.

• ja, der Gewinn von 3,70 € stammt aus einer einzigen Charge von 25 Freispielen, der ersten Charge.

• das Casino hat mich zuletzt und das einzige Mal am 9. Dezember bezüglich der Obergrenze meiner Gewinne kontaktiert

Ich teile Ihre Meinung bezüglich der separaten Begrenzung der Gewinne. Denn so verstehe ich auch die Regelung in den Bonusbedingungen. Und so wurde es bis dato auch in anderen Altacore Casinos gehandhabt.

Deswegen komme ich auch zu dem Ergebnis, dass mir 220 € meines Gewinns ausgezahlt werden müssten,

120 € aus dem Geldbonus + 100 für den umgesetzten Freispielbonus.

Viel Grüße

Hottemanne

Hi Veronika,

Can I continue to count on your support?

Greetings

Hi Veronika,

kann ich weiterhin mit eurer Unterstützung rechnen?

Grüße

Dear hottemanne

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello there,

Thank you hottemanne for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask LuckyHour Casino for their help in resolving this complaint. We would like to know why the player's winnings were capped and what we can do to help resolve this issue.

Thank you!

Hello Peter,

Thank you very much for your support.

Hallo Peter,

herzlichen Dank für die Unterstützung.

Dear Casino Guru,

We will review the information received and do everything within our capabilities to resolve this situation as quickly as possible.

Thank you for your understanding.

Kind regards,

Gypsy Team

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Casino Guru Team,

Please be informed that a balance adjustment was applied to the player’s account on 09.12.2025 at 09:38:10.

The player made a deposit with activation of the First Deposit Welcome Bonus and received a bonus of EUR 24. After completing the wagering requirements, the player accumulated EUR 307.01 as real funds on their balance.

Upon submitting a withdrawal request, the Financial Department adjusted the withdrawal amount, as the requested sum exceeded the maximum payout allowed under the bonus terms.

According to the rules of the First Deposit Welcome Bonus, all winnings obtained while wagering the bonus are subject to a maximum withdrawal limit of 5x the bonus amount. Any balance exceeding this limit is subject to annulment prior to withdrawal.

In line with these rules, EUR 175.36 was deducted from the player’s balance, leaving EUR 123.70 available for withdrawal, plus an additional EUR 3.70 released from free spins.

These funds are currently available on the player’s balance and can be withdrawn.

Please let us know if any additional clarification is required.

Dear LuckyHour Team,

It's great that you're reiterating the reason for your complaint after about four weeks. However, you haven't addressed the core issue. I'd like to highlight that core issue for you:

"However, the winnings limit from the free spins is set at €100 there, not the winnings from the first set of free spins. That's how it works in all the other Altacore casinos I've used. Therefore, my available balance would be €220, not €123.70."

It would probably be quite pointless to have to wager €3.70 40 times in order to ultimately win a silly €3.70.

Best regards

hottemanne

Geschätztes LuckyHour Team,

es ist großartig, dass Sie nach etwa 4 Wochen noch einmal den Grund der Beschwerde aufführen. Allerdings sind Sie auf den Kern des Problems nicht eingegangen. Diesen Kern hebe ich gerne für Sie hervor:

"Das Gewinnlimit aus den Freispielen wird dort allerdings mit 100 € festgelegt und nicht dem Gewinn aus dem ersten Satz Freespins. Denn so kenne ich es auch aus den ganzen anderen Altacore Casinos. Somit würde mein verfügbares Guthaben 220 € und nicht 123,70 €.

Es wäre wohl auch ziemlich sinnfrei 3,70 € dann 40 x umsetzen zu müssen, um letztendlich alberne 3,70 € gewinnen zu können."

Beste Grüße

hottemanne

Hello Casino Guru team!

Thank you for your feedback. We would like to clarify the situation regarding the balance adjustment based on our Terms and Conditions.

According to our rules: 'All winnings received while wagering Bonus are limited to a maximum cashout amount of 5 times the bonus granted. Any exceeded balance will be voided prior to money withdrawal.'

In this specific case, the limit is not a fixed flat rate, but is calculated as 5x the bonus amount received from the free spins. Once the wagering requirements were completed, the system automatically adjusted the balance to reflect this maximum win limit. Any funds exceeding this 5x threshold were forfeited in accordance with the aforementioned policy.

We apply these terms consistently to all players to ensure fairness and adherence to our promotional guidelines. We hope this clarifies why the final balance was set at the current amount.

Best regards, LuckyHour Team.

Thank you for the update LuckyHour Casino representative. Would it be possible to provide me with the player's betting history for review? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Hello Casino Guru team, we have sent the player's betting history to Peter’s email (peter.c@casino.guru) for review. Please let us know if you have any further questions.

Thank you for providing me with the information LuckyHour Casino representative.

Dear hottemanne, while I understand your frustration with the review of the betting history and the rules provided, the casino has acted according to its terms and conditions to which you agreed to before accepting the bonus. The casinos can set their bonuses in any way they deem fit and as such we are forced to reject your complaint. Thank you for your understanding.

I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible. Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Kind regards,

Peter