Lucky Hunter Casino - Player's winnings have been unjustly capped twice.

Hi! I got an offer from this lucky hunter casino that said 100% deposit bonus and 100fs with your next deposit. This offer specifically mentioned that there is no maximum win limit. I will attach the proof below. Well, I played the deposit bonus and did not win with the deposit bonus. Then I started playing fs and I got through the wagering. Here the thing works so that when fs is wagered, the balance drops to the maximum win. My balance was 600e left when the wagering was complete. Then it dropped to 200e which they thought was the maximum win fs. And this 200e was transferred to the real money balance. Well, I wanted to not withdraw it yet and try my luck if I won more. I was able to withdraw my balance to 2000e. And now they refuse to pay me only 200e. Can you help me with this. Originally, this offer was not supposed to have a maximum withdrawal. And not anymore, especially after the money had already been transferred from bonus balance to real money once. I will wait for your answer and thank you in advance.

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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 request the casino to send you your entire gaming history from the moment you started wagering the bonus up to the moment you requested a withdrawal of your winnings of €2000, which have been capped for the second time?
• Have you received any pop-ups or warnings informing you that the winnings transferred to the real money balance needed to be withdrawn before you resumed playing?
• Have you made any successful withdrawals from this casino before?
• Was your account verified before you activated this bonus?

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

no. but i noticed when the wagering was through my money dropped from 600e to 200e and the bonus balance changed to a real money balance. then i got a win with a real money balance and the money was 2000e at that time. my account has been verified before this. i have never received anything from here before this. other than this 200e which they just agreed to pay. the email i already sent you. it says no maximum winnings. did you get that file i sent?

Thank you for your response. I received the screenshot of the email with the promotional offer. However, to proceed with your case, I need a few other details from you:

1. Could you please send me a screenshot of your bonus history?
2. Have you requested the casino to send you your gaming history in Excel format, starting from the moment you deposited money and activated the bonus, up to the moment you wanted to withdraw your winnings, which have been capped twice?
3. Also, please forward me all the communication between you and the casino regarding the unfair cap on your winnings at veronika.f@casino.guru. Thank you for your patience and cooperation.

I sent the documents to your email. You can find them there. I'll wait for your response. And I also want to say that even though they say there is a maximum withdrawal, the money had already changed to a real money balance before I got that big win. So it was already my own money and had nothing to do with the bonus. And that email says no maximum winnings anyway.

Thank you very much, Pyymaa88, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

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 Pyymaa88,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Lucky Hunter Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Lucky Hunter Casino,

Could you please provide a detailed explanation regarding the player’s issue? In particular, we would appreciate clarification on why a maximum win cap was applied to the bonus when, according to the stated bonus terms and conditions, no such limitation was mentioned.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

And I would like to clarify that it was specifically mentioned in the email I received that there is no maximum win with this bonus.

Hello Pyymaa88,

Thank you for your patience while we reviewed this matter. We would like to confirm that the confiscation of your winnings occurred by mistake, and the issue has now been fully resolved. The funds have been returned to your account and are already available on your balance.

We appreciate your understanding and are glad the situation has been corrected.

Yes, thank you for returning that 1800e. And I already got it withdrawn. But is there still about 400e missing? Because after wagering the free spins, my balance dropped from 600e to 200euro. And as you yourself said, there was no maximum win in this bonus. So if you could still return that 400e to my account, then the problem is solved? 🙂

Dear Lucky Hunter Casino,

Could you please clarify the reason why the remaining €400 has not yet been returned?

Thank you for your assistance.

So when I played these free spins I got 20e with them. Well then they have to be wagered. When I was near the end of the wagering my balance was about 600e. Then when the wagering was complete my balance dropped to 200e. They apparently have some automation for this when the wagering is complete. But the offer says no maximum winnings. So yes, that must mean the entire offer at that time.

Hello Pyymaa88 and Kubo,

Thank you for your patience while we reviewed this situation once more. We can confirm that these funds have now also been returned to the player’s account. The reason they were not returned earlier is that this particular confiscation was processed automatically by the system rather than manually, so it was not immediately detected during the initial review.

Our team will contact the player directly to arrange the withdrawal of the restored amount.

It's great that the money has been returned. But now you have closed my account? How can I withdraw it now that the account has been disabled? I already sent you an email five days ago and asked why my account has been disabled? But no one is answering me?

Dear Lucky Hunter Casino,

Thank you for your clarification. Could you please confirm whether the player has already been contacted regarding the withdrawal of the restored amount, as mentioned in your recent message? If not, could you please provide an estimated timeframe for when this issue will be fully resolved?

I appreciate your cooperation.

Four days ago they asked for withdrawal information. And closed my account without giving a reason. But the money has not arrived in my bank account.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Pyymaa88,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Kubo