The player from Germany filed 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 viewed as deceptive. We reviewed the evidence and found that the bonus had been credited under the standard terms, including a €200 cap on winnings from free spins and a 10x bonus withdrawal limit. The casino's enforcement of these limits at the withdrawal stage was deemed acceptable. Consequently, the casino's actions were considered in accordance with its stated bonus terms, and the complaint was not upheld.
Lucky Circus Casino - Player’s winnings have been reduced.
Closed
Our verdict
Unjustified complaint
Amount: €3,375
Lucky Circus Casino
Safety Index 6.8 Above averageCase summary
Discussion
Public
Public
2 months 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:
Public
Public
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.
Public
Public
2 months 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
Public
Public
2 months ago
TranslationHello Veronika,
Thank you for your feedback. I have just sent the requested information, including the chat log and the screenshot of my bonus history, via email to veronika.f@casino.guru sent.
Best regards
Yalkin S.
Edited by a Casino Guru admin
Automatic translation:
Public
Public
2 months ago
Thank you for your emails and for providing screenshots of your communication with customer support.
We have carefully reviewed all the evidence you submitted. Based on the materials, you initially contacted live chat because you were unable to activate a bonus received via email. The screenshot you provided clearly outlined the bonus conditions: a 125% bonus with free spins, including a maximum withdrawal limit of 10x the bonus and a €200 cap on winnings from free spins.
Customer support subsequently confirmed that the bonus was credited to your account manually. At no point during this process was there any indication that a different bonus or different conditions would apply. Therefore, from our perspective, there is no reason to assume that the standard bonus limits would not apply, as you were granted the same bonus under the same terms.
Regarding the winnings cap, please note that not all casinos apply such limits immediately after wagering requirements are met. Some enforce the cap only at the stage when a withdrawal request is submitted. While this approach may not be the most user-friendly, it is still considered acceptable.
For these reasons, we must conclude that the casino acted in accordance with its stated bonus terms, and we are unable to challenge their decision in this case.
Thank you for your understanding.
Best regards,
Veronika
Casino.Guru Team
