Holy Luck Casino - Player's withdrawal has been cancelled.

I am filing a complaint against Holy Luck Casino, accessible at holyluck2.com, operated by Gem Limitada, incorporated in Costa Rica (as confirmed by their own support agent).

Summary of the issue:

I deposited 23€ and won 748.77€

I requested a withdrawal by Credit & Debit Card which was cancelled with the status "aggregator cancelled". My casino balance now shows 0€ and I have received nothing.

Transaction details:

∙ Transaction ID: WITHDRAWAL_8a61a904-d228-4453-a8df-0d2ce452494f

∙ Amount: €748.77

∙ Status: Aggregator cancelled

∙ Last updated: 03/25/2026

Support contact:

I contacted their live chat support multiple times. The agent (Johan) only provided copy-paste responses, confirmed the funds were not returned to my account, and stated the case was "under investigation" with no timeline given.

Evidence available:

∙ Screenshots of the cancelled transaction

∙ Screenshots of all live chat conversations including confirmation from support that funds were not returned

∙ Confirmation that the site is operated by Gem Limitada, Costa Rica

I am requesting Holy Luck Casino to immediately process my withdrawal of €748.77

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.

Dear Julien411,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?
• When exactly did you request the payout?

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

Best regards,

Tomas