The player from Germany had his account blocked at Lucky Hunter Casino since August 20th, following a request for verification documents. Despite providing all the requested documents, he received a response stating that his winnings of €3,600 were confiscated due to an unspecified violation of terms. He believed the decision was unfair. After reviewing the case, it was concluded that the casino's actions were justified, and the complaint was closed as rejected, with no grounds to pursue the matter further. The player was informed of his right to escalate the issue to the relevant licensing authority.
Lucky Hunter Casino - Player’s winnings are confiscated after account closure.
Closed
Our verdict
Unjustified complaint
Amount: €3,600
Lucky Hunter Casino
Safety Index:HighCase summary
Discussion
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7 months ago
Translation
Hello, I won €3,600 at Lucky Hunter Casino. My account has been blocked since August 20th due to an administrative decision. They requested verification documents via email, and I sent everything. I followed up for several days, and they asked for more documents. Then they asked for new documents, like a selfie with my ID and a piece of paper. I sent everything to Lucky Hunter, and there was no further response. I asked them every day for a week until I finally received a response saying my money had been confiscated due to a violation of the terms and conditions.
The casino didn't specify exactly what I allegedly did. I can confidently say that I didn't break any rules and the casino's decision is completely unfair. I had previously deposited €1,000 with the fourth bonus from the welcome package, and after completing the wagering requirements, I had €3,600 in credit, which I requested a withdrawal.
I have email threads that I would like to forward.
Automatic translation:
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7 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Lucky Hunter Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please advise how long you were a player at the casino and when exactly your account was blocked?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Could you please share with me your communication with the casino regarding the issue? 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
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 makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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7 months ago
TranslationHello Tomas, I have just forwarded you the last 2 emails from Lucky Hunter because they are too long for screenshots and another email with screenshots of the previous histories.
According to my emails, I created my account on January 20, 2024, and I was blocked on August 20, 2025, a few hours after I requested my withdrawal.
I only played slots that were allowed.
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7 months ago
Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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7 months ago
Dear BoehserOnkel,
I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.
Now I would like to invite a Lucky Hunter Casino representative to join this conversation and participate in resolving this complaint.
Dear Lucky Hunter Casino,
Could you comment on the situation?
Thank you in advance for providing the information.
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7 months ago
Hi Stefan and BoehserOnkel,
Thank you for bringing this matter forward. We would like to clarify that all explanations and supporting materials have been sent directly to Stefan for review by email.
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6 months ago
Dear BoehserOnkel,
We kindly request that you provide a video in which you are holding your identification document in your hand for a minimum of 20 seconds, ensuring that your face remains clearly visible throughout the recording. You can send it to my email address stefan.m@casino.guru.
I'll be awaiting your reply.
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6 months ago
TranslationHello Stefan, I have sent the video to your email.
Automatic translation:
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6 months ago
Dear BoehserOnkel,
Thank you for your patience while I reviewed your case. I understand how important this matter is to you and approached it with care and attention.
After a thorough assessment of the information provided, I must conclude that the casino’s actions have been deemed justified. As such, there are no grounds to pursue the case further, and it will now be closed as rejected.
Due to confidentiality constraints, I’m unable to share specific details or internal evidence behind this decision. I understand this may be disappointing, and I appreciate your understanding.
You are, of course, entitled to disagree with this outcome. If you wish to take the matter further, you may submit a formal complaint to the relevant licensing authority for independent review.
I regret that I couldn't offer a more favorable resolution.
Kind regards,
Stefan, Casino.Guru
