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I deposited €75 with a 150% bonus. The bonus conditions were 20x wagering requirement and 10x maximum payout. During the bonus period, I won €2,500. After completing the wagering requirements, my amount was automatically reduced from €2,500 to a maximum payout of €1,275. I then continued playing and won €7,000. This amount is now being withheld and the €1,275 limit has been reversed. I would appreciate advice on whether this is justified.

Ich habe 75€ mit Bonus 150 Prozent eingezahlt. Bonusbedingen waren 20x wager und 10x max Auszahlung. Während des Bonus gewann ich 2500€. Nach Fertigstellung des wagers wurde mein Betrag von 2500€ automatisch auf 1275€ max payout herabgesetzt. Danach habe ich weiter gespielt und 7000€ gewonnen. Diese werden nun nicht ausgezahlt und storniert auf 1275€. Ich bitte umhilfe ob das gerechtfertigt ist.

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Dear Baumibaumi,

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

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

• Were you notified or warned at any point that the bonus terms and conditions remain applicable even after the wagering requirement has been completed?
• Could you please confirm whether your casino account balance was divided into real money and bonus money balances?
• Did the balance you continued playing with appear as "withdrawable"/"real money", or were your winnings still displayed in the bonus balance?

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

Veronika

Hello Veronika,

No, I wasn't informed that the bonus conditions would continue to apply even after fulfilling the wagering requirements. Also, because part of the bonus had already been deducted after the wagering requirements were met, I assumed I could continue playing.

The money is not divided into two categories; however, you can check your progress at any time in the account section. The money was displayed as real money and ready for withdrawal.

Hallo Veronika,

nein ich würde nicht darauf hingewiesen das nach die bonusbedingen auch nach Erfüllung des Umsatzes weiter gelten auch weil ein Teil nach Umsetzung bereits abgezogen wurde sind ging ich davon aus daß ich weiterhin spielen kann.

Das Geld ist nicht aufgeteilt in zwei kategorieren jedoch kann man den Fortschritt jederzeit im Konto bereich checken. Das Geld war als Echtgeld angezeigt und zur Auszahlung auswahlbereit.

Have you contacted the casino customer support regarding the double cap applied to your winnings, ideally via email (not live chat)? If so, kindly forward me the communication between you and the casino customer support at veronika.f@casino.guru. Thank you for your cooperation.

Hi Veronika. I wrote to my VIP manager via WhatsApp. I also sent the information again by email.

Hallo Veronika. Ich ah e per whattsapp mit meinen VIP Manager geschrieben. Ich habe die Sachen auch noch mal per Mail geschickt.

Hello Baumibaumi,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Baumibaumi

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

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

Thank you!

Hello both, thank you for contributing to this forum thread so far. We have had a look at Sebastian's account and can confirm that the winnings were automatically voided upon wagering completion, then again manually capped.

We apologize for this inconvenience Sebastian, the sum of 5,875.03 EUR has been re-added to your balance and you are free to withdraw this amount. Thank you for your patience and understanding!

Thank you very much for the positive update Lucky Circus Casino representative.

Dear Baumibaumi, We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Hello

Hallo

Hello dear Casinoguru and luckycircus team. The first €2500 have been paid out. The remainder will be paid out next week due to the limit. However, this amount is now available in the account again. Thank you very much for your help.

Hallo Liebes Team von Casinoguru und luckycircus. Die ersten 2500€ wurden ausbezahlt l. Der Rest nächste Woche aufgrund des Limits. Diese sind aber wieder auf dem Konto verfügbar. Vielen Dank für die Hilfe.

Dear Baumibaumi, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

The full amount has been paid out. The threat can be closed.

Die Summe wurde vollständig ausbezahlt. DDer threat kann geschlossen werden.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Baumibaumi,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Peter