The player from Germany had deposited €50 using a bonus code and had withdrawn €1000, which was later cancelled and reduced to €375. He claimed that the casino's support had stated he could only withdraw the bonus amount five times, but he believed the terms and conditions indicated otherwise. The issue was resolved after communication and verification of the complaint details. It was confirmed that the resolution satisfied the player, and the complaint was marked as resolved by the Complaints Team.
Lucky Circus Casino - Player faces withdrawal issues with casino.
Resolved
Our verdict
Case closed
Amount: €1,000
Lucky Circus Casino
Safety Index 6.8 Above averageCase summary
Discussion
Public
Public
3 weeks ago
Translation
Good day,
Yesterday I deposited €50 using the bonus code MANIC75, where the terms and conditions state that €5000 is the maximum payout.
I managed to get €1000 paid out, but it was cancelled and the amount was reduced from €1000 to €375.
Support says I can only withdraw the bonus amount 5 times.
However, the terms and conditions for this bonus state something different.
Therefore, I am asking for your support here.
Thank you.
Best regards
[Redacted]
Edited by a Casino Guru admin
Automatic translation:
Public
Public
3 weeks ago
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.
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3 weeks ago
Hello,
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.
- Could you please send me a link to the bonus you activated and played with?
- Is the bonus visible in your bonus history? If so, would you be able to attach a screenshot of that?
- Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can 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,
Attila
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2 weeks ago
Dear all,
We have received confirmation from the player that the issue has been resolved.
Dear basti233,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Attila Gorkij
Casino.Guru
