The player from Germany successfully verified his identity after winning with a second deposit bonus at 'Lucky Circus' casino. However, upon requesting a withdrawal, he found his account deactivated without explanation and was unable to log in. The issue was resolved when the casino transferred the winnings to him despite the account ban. The player confirmed receipt of the payout, and the complaint was marked as resolved following the player's confirmation.
Lucky Circus Casino - Player's account has been closed.
Resolved
Our verdict
Case closed
Amount: €4,594
Lucky Circus Casino
Safety Index:Very highCase summary
Discussion
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1 month ago
Translation
Ladies and Gentlemen
I am asking for your help.
On March 23, 2026, I played a second deposit bonus (100% up to 500 euros) at the "Lucky Circus" casino.
I won with the bonus money and then immediately put it into practice.
After that, I successfully verified my identity.
Today, March 25, 2026, I wanted to have my winnings paid out. I have submitted the request.
A few hours later, I suddenly can no longer log in. (with the message: "Your account has been deactivated.")
I contacted them via live chat, where they told me I had been blocked and that, according to the terms and conditions, they could not provide me with any further information.
Please help me, thank you very much.
Kavaloa
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1 month 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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1 month ago
Hello,
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.
- Could you please advise how long you were a player at the casino?
- When did you accept the bonus, and when did you verify your identity?
- What games did you play to accumulate your current balance in the casino? (which slots, live/table games, betting on sports)
- Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at tomas@casino.guru, or 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,
Tomas
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1 month ago
TranslationDear Tomas,
I was just checking my account.
That's when I saw that the casino had transferred the money.
Very strange behavior from the casino.
When I inquired at the casino (live chat), they could have told me that I would receive the payout but would be blocked.
Instead, they said: "According to our terms and conditions, we do not provide any information."
So it all worked out well.
Thank you very much.
A wonderful time.
Kavaloa
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1 month ago
Thanks for your reply.
In order for us to confront the casino, we require evidence of the incident.
Kindly share a screenshot of the message you receive when attempting to log in and your communication with the casino regarding the account closure.
Send this information to my email at tomas@casino.guru for review.
Thanks in advance for your cooperation.
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1 month ago
TranslationDear Tomas,
You misunderstood my last message!!
The casino transferred the money to me!
I wrote that to you.
Even though I was banned.
Suddenly the money had been transferred.
So that's settled then!!
Thank you for your help.
Warm regards
Kavaloa
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3 weeks ago
Hello kavaloa,
We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas 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 Tomas will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
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3 weeks ago
TranslationDear CasinoGuru,
The case is closed!!!
I already wrote that to you twice above!!
The casino paid for everything!!
Thank you very much for your help.
Warm regards
Kavaloa
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2 weeks ago
Dear kavaloa,
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,
Tomas
Casino.Guru
