The player from New Zealand had his winnings of NZD $12,598 voided by LuckyCircus Casino, which claimed he used a payment method not in his name, despite him being a legal account holder on a joint bank account. He provided written authorization from his bank, but the casino declined his dispute and ceased responding to his correspondence. He sought the full release of his withheld winnings. The complaint was closed due to the player’s lack of response to inquiries and reminders from the Complaints Team. The player could reopen the complaint in the future if he chose to resume communication.
Lucky Circus Casino - Player’s winnings have been confiscated.
Closed
Our verdict
Player stopped responding
Amount: NZ$12,598
Lucky Circus Casino
Safety Index 6.8 Above averageCase summary
Discussion
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2 months ago
"LuckyCircus Casino has voided my winnings of NZD $12,598 and suspended my account, claiming I used a payment method not in my name in violation of their Terms and Conditions. This claim is incorrect.
The card I used is linked to a joint bank account of which I am a named, legal account holder. I am not a third party I am one of the legal account holders. The funds are mine.
My LuckyCircus account was fully KYC verified
I provided LuckyCircus with written authorisation from my bank confirming I am a named holder on the joint account and that my use of the card is fully authorised. They declined my dispute without addressing this evidence and subsequently failed to respond to further correspondence entirely.
LuckyCircus has since refunded my original deposit, but has not addressed or released my voided winnings of NZD $12,598, which remain withheld.
had issues with other casinos but documentation provided has been more than sufficient and cash out has been granted
I have also filed complaints with the Curaçao Gaming Authority (Licence No. OGL/2023/174/0082) and AskGamblers.
My desired resolution is the full release of my withheld winnings of NZD $12,598
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2 months 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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2 months 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.
- Is there a name on the card you used for deposits in the casino? Is the name yours?
- Could you please share with me your communication with the casino regarding the issue or any evidence you deem relevant to support your case? 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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2 months ago
Dear Cleight0283,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 month ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Tomas
Casino.Guru
