Lucky Circus Casino - Spelarens vinster hålls inne.

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!