The player from Germany won €1086.81 from free spins after a €75.00 deposit but had his account balance reset to €0.00 after withdrawing €500.00. He is confused as to why his deposit is considered part of the winnings and is not receiving any response from the casino.
Lucky Circus Casino - Player's deposit has been confiscated.
Opened
Current status
Waiting for player to reply
6d 19h 42m 16s
Lucky Circus Casino
Safety Index:Very highCase summary
Discussion
Public
Public
2 days ago
Translation
Hello,
I received free spins with a deposit of €75.00 and won some money from them. According to the bonus terms and conditions for the free spins, a maximum win of €500.00 was possible. I had won €1086.81 after fulfilling the wagering requirements and withdrew €500.00. Afterwards, the casino reset my account balance to €0.00. I expected €75.00 to remain in the account, i.e., the amount of my deposit. I don't understand why the deposit is included in the winnings. Otherwise, with a €75.00 win, after deducting the deposit, there would be €0 left! Unfortunately, the casino is not responding to my email.
Thanks and regards
Hamster cheek
Automatic translation:
Public
Public
4 hours 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.
Public
Public
4 hours ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Could you please send me a link or a screenshot of the bonus you activated and played with? Where did you find this bonus—was it sent to you via a promotional email, available on the casino’s website, or from a third-party website?
- Did you need to use any code to activate this bonus?
- Did you wager your deposit before you started playing with the free spins?
- Were your funds displayed separately as real-money and bonus balances, or was your entire balance shown as one while the bonus was active?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
