The player from Switzerland faced a withdrawal issue after winning €1,520 at the casino, which had since accused him of having duplicate accounts without providing evidence. Despite having completed the KYC process and adhering to the bonus rules, his winnings were confiscated by administrative decision. After reviewing evidence from the casino, it was concluded that reasonable grounds existed to believe the player engaged in multi-accounting, which violated the Fair Gambling Codex. Consequently, the complaint was rejected with a recommendation for the player to be cautious about account creation in the future. The player was advised that he could escalate the matter to the Curaçao Gaming Control Board Licensing Authority if he disagreed with this decision.
Lucky Hunter Casino - Player's winnings are being confiscated.
Unjustified complaint
Amount: €1,520
Lucky Hunter Casino
Safety Index 8.6 HighCase summary
Translation
Dear Casino Guru Agents,
I am a very experienced player with no addiction problems and have made 9 deposits of 20-30 euros each at this casino since January.
Let me point out that the official operator/owner of the casino changed without notifying customers, and I didn't notice because no emails or anything else were sent to customers. It doesn't really matter much as long as the players practice fair play.
It was a Hollycorn Casino from its inception, but now, like in various other casinos, "Stable Tech" appears in the footer and legal notice, while payments are still processed via the same names as with Dama & Hollycorn; very strange but okay.
The casino has always regularly offered very high bonuses of 200-300% with fair maximum winnings, which is why many people certainly use it.
Last week, the casino once again offered a 200% bonus starting from €20, and after eight losses, I got lucky and managed to win almost €2,000 with a €1.20 stake on a slot machine. The bonus wagering requirements were then easily met, and in the end, I had a balance of almost €2,100, which, after fulfilling the wagering requirements, was correctly converted into the maximum prize of €1,500 in real money + €20 deposit, for a total of €1,520.
I completed the KYC via an external provider, which was confirmed in real time, and uploaded bank statements plus photos of the 3 credit cards for all 9 transactions.
I heard from others that payouts come through without any problems, that it's reputable, and that it takes about 30 hours.
I understand that with such low deposit amounts and such a high bonus win, I am "not a good customer" for the casino, and I always choose the casinos where I deposit carefully (your reviews, TrustPilot, AskGambler; if there are unresolved complaints, I don't play there), which is why major problems usually don't occur.
When the status was still pending after 3 days, I asked in the chat, where I received a standard answer.
As feared (and I'm really trembling as I write this, I think the amount is not insignificant for most people), the casino did not play fair and I received an email on Friday morning around 2:30 European time stating that my winnings were being deleted by administrative decision because I "had duplicate accounts".
I never opened a second account at this casino. My request for proof was ignored by the casino, which is why I'm posting this without much hope and asking for your help.
It can't be that a casino simply makes claims and searches for things just because someone gets lucky once. I find this absolutely appalling because I thought I was well protected against such unscrupulous operators; I just didn't notice the owner's name change before. I'm aware that a casino can always find something in its terms and conditions, but I thought this was a reputable operator, and I sincerely hope you can persuade them to play fairly.
Ultimately, it's always the same story: they offer the customer bonuses, allow them to deposit funds, and only then do they look for something, in this case, some similarity to other accounts. Exactly, I have 100% never opened a second account, never used two simultaneously, and never used bonuses twice. If that were the case, the casino's software, SoftSwiss, would (as you surely know) flag the account as a duplicate, and the bonuses wouldn't even be active. And yes, allowing the customer to deposit funds doesn't cause any problems with the alleged duplicate account, but as soon as a withdrawal is made, it becomes an issue... Unfortunately, not very fair, because only the casino can win.
Please let me know if you require any further documentation from me.
As mentioned
> Profile is verified, payment method also verified
The casino came back 5 days after the withdrawal request (see screenshots) with this baseless accusation, without providing any evidence of the terms and conditions violation and without responding to email inquiries.
Of course, I adhered to the bonus rules, such as the maximum bet 🙂
Thank you very much for your valuable support and any tips you might have, should the casino ultimately prove unwilling to play fair.
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.
Dear hugbearli,
Thank you very much for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. To better understand your situation and assist you effectively, I would like to ask you a few additional questions.
- Can you log in to your account now?
- Is there any possibility that someone from your household, or anyone using the same IP address, has also created an account at this casino?
- Could you please confirm whether you have successfully completed the entire KYC verification process?
- Could you please send me a link or a screenshot of the bonus that has already been played?
- Could you provide any additional communication you’ve had with the casino regarding the duplicate-account accusation? This may include screenshots, emails, or chat records.
- You can send all documents to: petra.h@casino.guru or post your screenshots to the thread.
Thank you very much in advance for your cooperation.
Best regards,
Petra
TranslationHello Petra,
Login still works and I haven't done anything there since the email except for the screenshots.
I live alone in my household, so it's not possible for anyone else in my household to have an account. I'd need a crystal ball to know with 100% certainty whether my IP address might ever appear somewhere else, but it's impossible for it to happen simultaneously. For example, I commute to work twice a day for 30 minutes each way by train and use the train's Wi-Fi, where it's quite possible that the train operator's IP address might appear elsewhere at some point. This is impossible to prevent, and I think the KYC process allows the casino to see that these are different people.
In the past, you always maintained the position that the casino could easily take zero risk (compared to fair gambling) by letting players deposit and use bonuses, and then, in the event of a win, resorting to this kind of scam instead of clarifying things before depositing . I sincerely hope that your position on this hasn't changed.
KYC has been confirmed as mentioned. 
Unfortunately, I'm not 100% sure whether I received this bonus offer via email, SMS, Telegram, or affiliate partner. As mentioned, the casino sends out these relatively high bonus offers, ranging from 200% to 300%, once or twice a week. I had the bonus terms and conditions for this one saved in my notes.
Schedule: November 24 (00:00 UTC) - November 25 (23:59 UTC)
Offer: 200% up to €500
Minimum deposit: €20
Bonus code: FLAME
Bonus turnover: 35x
Maximum win: €1,500
The bonus is only available once.
As mentioned, there is no further documentation from the casino that I could send you.
Simply deleting the money after 5 days with some claim without details and no answer to my inquiry as sent above.
Thank you for your reply and for providing the previous details, hugbearli.
Do I understand correctly that, at this moment, you do not have any additional communication with the casino that would be helpful for our assessment? If you do, please feel free to send it to me — you may include any screenshots, emails, or chat records. You can forward them to petra.h@casino.guru, or you may upload your screenshots directly to the thread. Once we have all the necessary documentation, we will be able to proceed further with your case.
TranslationYes, unfortunately there is no other way to communicate; I'd be happy to explain why.
I have also gained a great deal of experience with casinos, far above average, and have also opened complaints here from time to time over the years, almost always resolved.
If I ask the casino via chat before processing my withdrawal whether any documents are missing and they tell me everything is OK, the money will come.
To then receive a one-sentence reply in the dead of night, without any explanation, tells me quite a lot. As you know, agents in chat almost always have limited authority, and I know that you're almost always told to contact them by email.
Therefore, I deliberately wrote directly via email, and if there is no reply, I don't assume that it makes any sense to inquire about an ignored email.
Let's be honest: it's undeniable that it's bad for a casino when someone deposits €20 and demands the maximum win. It's no coincidence that 90% of bonus codes now limit the maximum win, almost always to x10 of the bonus (=40) or x10 of the deposit amount. But if a casino is so large and sets a fixed amount X, or even has no limit, then as a customer, you can reasonably assume that this has been factored into their calculations. And here I used a 200% bonus, which is relatively low for this casino because they send out 300-500% bonuses every week.
To illustrate, here is an email from yesterday to an acquaintance of mine whom I know personally, but who is of course neither related to me nor lives in the same household.
In this case, there was no maximum win; my winnings would not have been just €1,500 - while other casinos of this company now limit it to x10 of the deposit amount.
I know your colleagues here are always extremely busy, and as a result, I've lost hope that you'll be able to understand the casino's actions. I also understand that you can't dedicate hours to each case with a free service. I've already mentioned this in your forum and will later send you an email requesting that you consider adding a paid option to this complaint system, alongside the free one. This paid option would allow for a fee per case or a percentage of the amount, up to a maximum of [amount missing]. This paid option would then prioritize cases and provide the time to thoroughly investigate the background and claims of each party.
As I said, I inquired directly via email from Gmail, where it's 100% certain not to end up in spam. Nevertheless, I'll send any unanswered inquiries again via the contact form, if available, just to be safe.
This is the casino's official support address. If this doesn't yield a response, I'm sure the chat will also only give you answers like "We're forwarding it" or "That's a management decision, you'll receive an email."
And please, I've gathered many opinions on this in Telegram groups, and even those of you who describe yourselves as neutral should agree with me that it's neither reputable nor professional to simply delete a relatively large sum of money with a single sentence. Any truly reputable operator (yes, I know there are fewer and fewer of them, especially those with government licenses in Germany, Switzerland, etc.) would send a customer a detailed email in this situation.
Thank you for your understanding and have a pleasant weekend!
TranslationPlease excuse the mistake; I just realized that in my previous post I accidentally shared the bonus from a similarly named casino that was also part of Dama for a long time. Unfortunately, I can no longer edit it, so for clarity, here's an example of the correct one from this week: 400% with no MaxWin.
Dear hugbearli
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Mirka (miroslava.d@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Petra
Dear player,
My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Lucky Hunter Casino representative to join this conversation.
Dear Lucky Hunter Casino,
Could you please provide clarification regarding this case?
Thank you in advance.
Hello,
Thank you for your message. We have provided a detailed clarification regarding this case by email. Should any additional information be required, we remain available.
Dear player,
You mentioned, you were able to complete KYC. Could you please send me identity verification documents, you submitted during KYC to miroslava.d@casino.guru for review?
Thank you.
TranslationHello,
I have sent you the KYC page and explanation by email.
Warm regards
Dear Lucky Hunter Casino,
I sent you an email. Please check your inbox.
Thank you.
Hi,
Thank you for your message. We have replied to you by email and provided a detailed explanation along with the relevant evidence for your review.
Please let us know if any additional clarification is required from our side.
TranslationUnfortunately, due to a lack of detailed knowledge, I cannot currently comment on or defend their exchange, but I have enormous confidence that Mirka will clarify this matter fairly and neutrally (otherwise I would not have opened the case if I did not believe in her independence).
I would like to point out that the casino requires me to deposit eight times (with a bonus) and lose. If you do win once, they look for something, and the customer has no opportunity to explain themselves or clarify any misunderstandings.
Furthermore, winnings are confiscated because of allegedly duplicate accounts, but afterwards I continue to receive daily 200-300% bonuses via email and am welcome to continue depositing = unfair gambling, because only the casino can win due to the claim of a violation of the terms and conditions.
Over the years, when I accidentally registered a second time at 1 Dama and 1 Hollycorn Casino (which can always happen, in my case when I took a 3-month break and used a different email address) using the same SoftSwiss software (correct name, address, etc., but a different email address – I still don't understand why this casino software doesn't issue an error message like other casinos do), no bonus was activated and I didn't receive any promotional emails. The duplicate account error was then clarified in the chat. So, the software would obviously be perfectly capable of detecting this, and the casino can block an account or bonus usage anyway. To put it mildly, it's highly unethical to allow customers to deposit, cancel winnings using some trick, and then continue to allow these same customers, who supposedly violate the terms and conditions, to use their bonuses. Again, what reputable operator would do that?
Dear LuckyHunter representative, I am fully aware (as mentioned in the first post) that due to the huge number of providers on the market (of which, however, 80% are disreputable; you and your predecessors Dama/Hollycorn are actually among the reputable ones), there is a fiercely competitive environment, and this is not always conducted fairly (especially regarding player protection). However, I believe that if you want to be considered among the reputable providers – and you actually are, even if you are officially new to the market and the ratings of your casinos are therefore no longer up-to-date – then you should also reward your generous bonuses of X percent fairly and, if necessary, limit the maximum win, just like the competition, as you have been doing quite frequently lately with x10 of the deposit amount. In particular, I believe that even in a tough environment and in the currently very chaotic world, one should always remain humane and fair and treat each other as equals, both privately and in a business context. I'm sure you'll agree that there's enough injustice in the world, so I personally follow this principle every day: I try to treat everyone fairly and have no prejudices against others, etc. For a large company like yours, it would surely be easiest to contact the customer here and clarify things instead of playing dead and simply deleting their very high profit at 2:30 in the morning.
I understand that, like any company or person, you don't act the way you do without reason, but you should also keep in mind that you are harming other people who placed their trust in you, a trait I personally find simply abhorrent in people when trust (fair play) is abused and that person has done nothing to me. Especially when, for example, I'm dealing with a middle-aged customer (38) without wealth, who has just spent his last savings on the vet clinic and treatment for his cat, and whom you could potentially cause other problems with such things – I think 1,500 euros isn't something most people just have lying around in their nightstand, but for a company of your size, it's certainly not worth mentioning. Therefore, I can only appeal to something like your sense of honor (you are also people with families, etc.) – is it really necessary, and would it jeopardize the continued existence of your company, if one simply contributes a tiny bit to making this world a little better and fairer?
Please excuse my occasional longer messages – as you know, sometimes it helps to get things off my chest, and I know you're all very busy (I am too, actually, but this experience is causing me so much distress because I feel I'm being treated unfairly). Have a pleasant rest of the week.
Dear player,
After reviewing evidence from the casino, we have reasonable grounds to believe, you engaged in multi-accounting, which is against or Fair Gambling Codex:
- Players should only create one account at each casino. Duplicate accounts are generally punished, even if the intentions of the player are good and it is just an honest mistake. This includes creating accounts for friends or family members, as these could also be identified by the casino as a breach of the terms and conditions. It is always best to ask the casino about such situations first, to prevent issues later.
I understand, this is unpleasant for you, however I can only recommend you to be careful in the future while creating accounts in online casinos.
Due to the aforementioned reason, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.
Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.
If you disagree with our decision, you can try contacting the Curaçao Gaming Control Board Licensing Authority and submitting a complaint through their official contact form at https://www.gamingcontrolcuracao.org/contact. Please ensure you include the name of the casino's operator in your complaint, as missing this information may result in the complaint being considered inapplicable. The Gaming Authority has more options and tools to assist players.
You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.
Best regards,
Mirka
