The player from Germany is filing a complaint against LuckyCircus Casino after his initial €4,000 win was reduced to €625 following a manual bonus credit. Despite receiving confirmation of the withdrawal amount and completing the wagering requirements, the casino later claimed a technical issue to justify the reduction, which the player views as deceptive.
Lucky Circus Casino - Player’s winnings have been reduced.
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Lucky Circus Casino
Safety Index:Very highCase summary
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2 days ago
Translation
Dear Casino Guru Team,
I hereby file a complaint against LuckyCircus Casino. The reason is the subsequent reduction of a €4,000 win to €625, after the bonus had been manually credited to my account without restrictions.
The exact incident:
1. Manual support intervention:
I made a deposit using a bonus code, but the system didn't automatically credit the bonus. I then contacted chat support. An employee named Alberto reviewed the case and manually credited the bonus to my account.
2. Lack of information:
During this process, Alberto made no mention whatsoever of the fact that this bonus had a maximum cashout limit. As a VIP player, I needed to be able to rely on the employee's manual credit being the correct and complete basis for my gameplay.
3. System validation:
Once the wagering requirements were met, the system automatically converted the entire balance into real money. There was no automatic cap.
4. Official confirmation:
I requested a withdrawal of €4,000. Shortly afterwards, the casino sent me an official confirmation email that the withdrawal of €4,000 had been successfully processed.
5. Subsequent reduction:
Only then did the finance department manually cancel the amount and reduce it to €625.
The manager now claims that the technology no longer displays limits in the account – which, as a player, I consider a deliberate deception.
Summary:
An employee manually credited a bonus without conditions, the system confirmed the real money, and the official email confirmed the €4,000. The fact that the casino is now subsequently citing "technical changes" to avoid paying out the full winnings is absolutely unacceptable.
I demand payment of the remaining €3,375.
Best regards
YS
Edited by a Casino Guru admin
Automatic translation:
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20 hours ago
Important notice:
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20 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 forward the full chat transcript or screenshots of your conversation with customer support regarding the uncredited bonus to veronika.f@casino.guru?
- Did the support agent credit you with the same bonus that you were unable to activate using the bonus code SPRING125?
- Could you kindly send me a screenshot of your bonus history?
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
