Lucky Circus Casino - Player's withdrawal is delayed and funds are confiscated.

I received a phone call offer of a bonus, and received the bonus through email on 3rd December. The bonus was $150% up to $250 and a max payout of $1500. I deposited $100 and used this bonus on the 4th and wagered the amount.

Won $700 and decided to take out (first time withdrawing from this website). It was rejected due to me missing documents, I uploaded the relevant documents and tried withdrawing again. To which was rejected once more on 4th December 19:12 due to wanting more documents. I just decided to play with the money that was back into my account and lost the $700.

I deposited another $100 on Dec 4th at 21:38 that had no bonus attached just a deposit and played live casino and pokies over the span of 6 days and had won $18000.

I tried withdrawing twice $4000 to which was both declined due to wanting more infomation (it was very difficult process). Asking for same documents I had already uploaded. My last tried withdraw was declined and all funds was removed from my account apart from $2011.35

12th December this casino emails me saying

The bonus you're using, 150% Bonus Exclusive Success, is subject to a maximum withdrawal limit of 1.500 NZD. Winnings exceeding this amount are non-cashable and have been voided. Your eligible winnings are available for withdrawal. As a gesture of goodwill, we have left in your player account the balance amount you had accumulated with your last deposit before canceling the withdrawal of bonus winnings and combining them (511.35 NZD)

This is not true. I have won this accumulated amount on my second deposit which had no bonus attached to it. I played over a span of 6 days casino live and pokies and when I got to this amount they removed it from my account.

I have tried resolving this issue with this casino but now they will not reply to my emails. I have read the terms and conditions. And they are not going by there own terms and conditions. I asked for my game play as you can only see the last 50 on this website. They have responded saying this will take 1-2 months, but have messaged me saying that my bonus money and second deposit money have been mixed up but will not show me my gameplay as proof.

They are not responding to any messages now and I am just wanting my winnings from my second deposit. This is not fair

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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 your player's account accessible? Do you have access to the records of your deposits and bonuses?
• Would you be able to provide evidence in the form of screenshots showing that you made the deposit after receiving said bonus?
• Could you please share with me your communication with the casino regarding the justification for the confiscation of your winnings? 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

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi yes I can and I have sent to email as it’s not working on here

Thanks for the provided evidence.

Could you also share the communication with the casino regarding the accusation of mixing funds? Send me the emails where you were provided an explanation for why your winnings were removed, so we may have a more complete picture of the situation.

Please send the evidence to my email at tomas@casino.guru

I apologize for the inconvenience.

Dear MihiFelicity,

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.

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