Lucky Circus Casino - Player's winnings are being withheld.

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.

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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