Lucky Treasure Casino - Player’s winnings have been confiscated.

Hello,

I won a prize a few week ago in a tournament hosted by the provider Playson/Boongo.

I claimed the prize with a new deposit without a bonus, and then I played with that prize as I usually do. 

As it turns out, I won a nice sum of money and then made my withdrawals. A few days later, I noticed that the additional balance I had earned through my deposit and the reward had been deducted from my account. This amounts to 13,000 euros.

I would like to point out that I have competed in various tournaments on several occasions, including those organized by this provider, and have never encountered a problem like this one.

Most of the rewards are in cash, like this one, and I’ve already withdrawn amounts larger than the reward itself. In fact, that happened to me at this casino 2 month ago.

After several follow-ups, they never responded. They never provided an explanation until I contacted online support via chat. I spoke with someone and insisted that they send me an email explaining the reasons and justification for the removal of my winnings.

They just sent me a response generated by AI... I’d like to show you all of this. 

Nowhere in their terms and conditions does it state that winnings are limited to one withdrawal. As I told you, I won a prize through this tournament a few weeks ago and withdrew more than I had won. And this has also been the case throughout my many years playing at online casinos.

I’ve been trying to contact the game provider to get the details of the promotion and the applicable terms and conditions (since the ones listed by the casino aren’t there), but without success. The casino says it has contacted them and that the terms are the same for them.

It's clear that I suspect everything is a lie.

Thank you in advance for considering my request.

Sincerely,

PS : I'd like to provide more details and screenshots. Is there another way I can send them to you?

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please send me a link or a screenshot of the tournament, so that we could review its Terms and Conditions?
• How much did you have to deposit in order to participate in the tournament? If you have a link or screenshots of the tournament’s Terms and Conditions, kindly forward them to me.
• Has the casino refunded your deposit, or did you receive nothing at all after the confiscation?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Attila

Hello,

How do I send screenshots privately?

I have deposit around 2000+

They let me withdraw the bonus without spending a single extra euro. Not even the last deposit I used to place a bet and claim the bonus. (500-euro deposit)

Hello,

I’m following up on this.

Could you please send me an email so I can send you the rest of the required documentation?

Dear Totop,

Thank you for your reply. You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Thank you for your patience and cooperation.

Hello,

I sent my emails a few days ago.

I'm just posting this to avoid a timeout, haha!

Hello,

I’ve been browsing your forum and I have a question. Do you have any real leverage over casinos that abuse their position? Do you have any way to put me in touch with game providers? 

I’m asking because I really think I’m being taken advantage of by the casino.

I’ve just filed a complaint with you for now, but please let me know how optimistic—or not—you are about resolving the issue.

It's a significant amount, and I'd like to avoid wasting time for fear of losing evidence or something else

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, Michal (michal.k@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,

Attila

Hello Totop,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

As per your questions:

Do you have any real leverage over casinos that abuse their position? Do you have any way to put me in touch with game providers?

While Casino Guru is a respected and recognized authority within the online gambling industry, we do not possess any legal power to enforce decisions against casinos or to enforce payments.

Furthermore, although tournaments are often organized and sponsored by game providers, your contractual relationship is generally with the casino rather than the game provider. Such tournaments are typically made available only through selected casino partners and to their customers. Consequently, when participating in a tournament through a casino, the casino's terms and conditions generally apply.

Game providers may have separate agreements with casinos governing the operation of promotional campaigns and tournaments, and these arrangements can vary from one operator to another. However, as I do not have all the specific details of your case, I am unable to provide a more definitive assessment.

While you are certainly free to contact the game provider directly, it is highly unlikely that they would pay you the winnings themselves. As you do not have a direct contractual relationship with the provider, there is generally no legal basis upon which you could require them to make the payment directly to you.

Although I can imagine this is not really the response you have hoped for, I hope this general information provides some useful insight.

We would like to invite Lucky Treasure Casino to join the conversation.

Dear Lucky Treasure Casino,

Please provide a detailed breakdown of the sequence of events in this case, together with the specific publicly accessible terms and conditions that you believe apply to the situation. In particular, we would appreciate details regarding how the player was informed that, should they use the tournament winnings for subsequent gameplay, any winnings derived from those funds—which would, from the player's perspective, appear to constitute real-money funds—would not be eligible for withdrawal.

Should there be any information or supporting evidence that is not suitable for public disclosure, please forward it directly to me at michal.k@casino.guru for an independent review.

Thank you in advance

Hello,

Thank you for your response and for the progress made on this matter. 

I don't expect the provider to pay the excess amount of my winnings earned with the tournament funds.

I just wanted to know if the conditions they mention are valid and match theirs. Because, as a reminder, I’ve been winning prizes and earning extra money from tournament winnings for years without ever encountering a situation like this.

I've already tried contacting the game provider, but without success.

I have carefully reviewed the rest of the information you provided above and thank you for the clarification. 

I'll send you another email with a new argument that gives me the motivation to fight for my winnings.

Greetings,

We have reviewed the account in question but will require further time to assess the claim and discuss it, both internally and privately with the casino.guru team.

Thank you very much for your patience in the matter.

Best wishes,

Lucky Treasure

Dear Lucky Treasure Casino,

We look forward to your response and to any information you are able to share regarding this matter, as this will help us determine the appropriate next steps for addressing this case.

Greetings all,

Just confirming that we are in contact with Michal privately and the case is still under review, both internally within the casino and the gaming provider, and with casino.guru as a 3rd party arbitrator. We will be back to comment once this process is complete.

Best wishes,

Lucky Treasure

Hello all,

I am, after all, the person most directly involved in this matter. Please at least let me be a spectator in this discussion.

Would that be normal?

Dear Totop,

I understand your wish to be properly informed, which is entirely natural. However, as this matter involves confidential information and sensitive evidence, it cannot be shared publicly.

That said, I can indicate that some of the information and evidence you have provided in your support does not appear to fully align with the information and evidence available from the operator and the game provider, and this is one of the aspects currently under review.

From a strictly procedural point of view, the casino appears to have acted in accordance with the applicable rules. However, at this stage, I am not in a position to fully confirm or support that conclusion without further clarification.

I will provide more detailed information once it becomes available.

In the meantime, could you please confirm whether you joined Lucky Treasure Casino primarily due to the Playson/Boongo tournaments, or whether there were any other motivations?

You have indicated that you have been participating in tournaments for several years, which suggests a level of experience as a casino user. However, according to Lucky Treasure Casino, your registration with them not too long ago. (February 2026)

As with any operator, when creating an account, players agree to the specific Terms and Conditions of that casino, and it should be noted that these rules may vary from one operator to another.

Hello,

Well, I’ll try to process this, but it’s hard. I’m the focus of the complaint… anyway

I don’t know if you’re implying something by saying they don’t add up? I’ve provided all the evidence I have. 

Nothing more, nothing less—and if we look at the entirety of my evidence and the arguments I’ve had with the casino, then it’s clear that this doesn’t seem right to me.

In the last emails I sent you, I pointed out the appearance of a new line in the Terms and Conditions for the new tournaments issued by the operator for this provider. The one I’m currently a victim of was not mentioned at all—neither in the game, nor on the tournament page, nor in the general Terms and Conditions.

With that in mind, please tell me what doesn’t add up, and I’ll be happy to share some of my screenshots with you again to explain things in more detail.

"The casino appears to have acted in accordance with the applicable rules":

I therefore ask you to show me where this is stated in their rules. Nowhere was this limit mentioned before this complaint was filed. 

Furthermore, I’d like to point out that before this case was filed, I had already won a tournament prize, and that this win resulted in an additional payout that was withdrawn without any issues (except for one attempt at deception by the casino, which was unrelated to this condition). 

They have very recently applied this rule retroactively to the winnings I mentioned.

Furthermore, I would like to point out that before this case was opened, I had already won a tournament prize, and that this prize resulted in an additional payout that was withdrawn without any issues (except for an attempt at deception by the casino, which was unrelated to this matter). 

They very recently applied this rule retroactively to the winnings I mentioned, even though the withdrawals resulting from that prize had already been approved and received. They did this by denying me a final withdrawal that was pending, haha.

I signed up because I received a special welcome offer via email several times, and I later learned that it was a relatively reliable casino. There are regular deposit offers throughout the week that I found tempting. The fact that tournaments were held there was a plus.

''You have indicated that you have been participating in tournaments for several years, which suggests a level of experience as a casino user. However, according to Lucky Treasure Casino, your registration with them not too long ago. (February 2026)'' :

That's right, I must have signed up around that time. I check out all the casinos, whether it's to have fun or to compare the different offers.  Throughout my various visits, I've taken part in different promotions.

But this provider's tournaments have been around for a very long time and take place at different times of the year. I try to enter those and others whenever I have the time and resources, haha.

Of course, every casino has its own rules, but as far as the ones mentioned are concerned, they still don't appear anywhere.

Have you looked into their Terms and Conditions yourself? If so, you can confirm this.

I think I’m going to have no choice but to pursue this complaint. Just as I was writing my message to reiterate once again that this wasn’t mentioned in the site’s terms and conditions, there they are!! 

They were just added (at the end of last week, I imagine). I can’t believe you’d say otherwise, can you? A few weeks ago, I emailed you my evidence along with a link to the site’s T&Cs so you could take a look for yourself as a dedicated mediator. 

Have you personally reviewed their Terms and Conditions as I recommended in my email? If so, you can confirm this.

I’m outraged to see that they’ve just been changed without you taking responsibility for it.

Well, it’s not such a big deal—they’re protected now, but as I said, from now on. 

I think I can pursue this complaint at this stage in order to win the case. 

I'm not opposed to them wanting to implement a rule like this, but it definitely wasn't there just 7 days ago. 

Well, now that they're there, and since you seem to be already undermining my defense based on the previous message—in which I was accused (as I understand it) of providing false information—what do we do? 

Is it still worth continuing this process with your department? What might come of it?

Dear Totop,

As I mentioned some of the information and evidence you have provided in your support does not appear to fully align with the information and evidence available from the operator and the game provider.

This is the tournament description and rules provided by the operator, in the same format in which they received them from the game provider.

As I mentioned previously, when looking at the matter strictly from a procedural perspective, the casino appears to have acted in accordance with the applicable rules.

The casino team has raised concerns regarding the authenticity of the screenshots you provided. However, these concerns have not been independently verified, and I am not suggesting that the documentation you submitted is not authentic, as I currently have no evidence that would support such a conclusion.

At the same time, it is also important to consider why the casino or the game provider would expose themselves to potential reputational damage or regulatory consequences by providing inaccurate or non-genuine evidence.

Furthermore, if such significant information was genuinely missing from the tournament rules, as you have suggested, it would be reasonable to expect that other players would have encountered the same issue and raised similar concerns, as this would potentially affect multiple participants.

At this stage, however, you are the only player who has brought this matter to our attention as one of the most recognized independent dispute mediators in the industry. The casino also indicated that no other players have raised a complaint with the same issue as you.

There are still certain aspects of the matter that I would like to clarify further before reaching a final conclusion. Nevertheless, I wanted to provide you with an update on the current position based on the information available at this stage.

Dear Totop,

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.

Dear Totop,

I would appreciate your feedback on the above matter.

Hello,

Sorry for the delay in responding.

My screenshots are genuine. The ones you’ve provided were altered by the casino’s support team after I filed my complaint and you contacted me.

I suggested in my email that you check the details of the Terms and Conditions listed in the drop-down menu on the page for yourselves. Why didn’t you do that? You didn’t even reply to my email.

I don’t think the game provider was involved in your conversation at all. The provider lists all its terms and conditions in a tab while a tournament is running, and one of the rules covers the additional T&Cs imposed by the casino.

As a result, I can almost say for certain that the game provider was not involved at any point, and that it’s entirely up to the casino to apply this condition that came out of nowhere. 

Why would anyone else have this problem? It’s a network tournament distributed across hundreds of casinos. It’s highly unlikely that this would happen to anyone else at this casino. On top of that, there’s the hassle of going through the process just to try to get your winnings back, not to mention the simple fact that you have to replay your prize and win more...

I feel compelled to pursue my complaint elsewhere. I could still present further arguments or provide new evidence, but I’m beginning to question your impartiality. Frankly, I have many reasons to think this.

Can you give me reasons to continue pursuing my complaint with you? They have deliberately altered sections of their Terms and Conditions as well as the page dedicated to tournaments that I mentioned after you contacted them. You cannot agree with me because you have not reviewed the evidence as I asked you to do in my email. This upsets me greatly. 

We’re talking about 13,500 euros. I’ve done practically everything I could to protect myself from this scam, and the odds are no longer in my favor now that everything has been "covered up."

If you believe in my complaint and my evidence, and if you sincerely want to help a player who has been taken advantage of, please let me know. 

I need more flexibility from you, starting with granting me access to the correspondence between the casino and the "provider." If you still cannot do so for reasons related to your personal legal agreement, then you and I need a third party. 

Can you recommend one? An online legal institution that will rule more impartially and that may have the authority to enforce the final decision under penalty of sanctions for either party.

Dear Totop,

Thank you for your response.

I understand that you are not satisfied with the way this matter has developed, particularly given the amount in dispute. However, the fact that I have questioned certain aspects of your evidence or arguments should not be interpreted as a lack of impartiality or as an indication that I have already accepted the casino's position.

You approached Casino Guru seeking an independent assessment of your complaint. Had I been assessing this matter solely from a strict contractual perspective, your complaint could have already been rejected, as the casino appears to have acted in accordance with the rule applicable to network tournament prizes:

"Unless stated otherwise, winnings from tournaments organised by third-party game providers (or 'Network Tournament') are not subject to any wagering requirements. These winnings are subject to a maximum withdrawal limit equal to 1x the credited tournament prize, with a minimum withdrawal limit of €100."

However, that is not how we assess complaints. We also consider the surrounding circumstances, the fairness of the operator's and the player's actions, and all available evidence before reaching a final conclusion.

Regarding the screenshots you submitted, I must point out that they exhibit clear indications of having been edited. This conclusion is based not only on independent forensic image analysis but also on visible inconsistencies within the screenshots themselves. As a result, I cannot consider these screenshots to be reliable evidence unless they are corroborated by independent sources. This does not automatically mean that your overall claim is incorrect, but it does affect the evidential weight that can be attributed to the screenshots.

At the same time, I also do not have sufficient evidence to conclude that the casino intentionally altered its Terms and Conditions after your complaint or knowingly provided false documentation during our investigation. Both parties have presented conflicting accounts, and the available evidence does not conclusively support either allegation.

Regarding your suggestion that I should have reviewed the tournament page myself, I appreciate the recommendation. However, reviewing the current version of a webpage would not establish what was displayed at the time you participated in the tournament. The assessment must therefore rely on evidence relating to the relevant period rather than on the current state of the website. Additionally, we always welcome improvements in the clarity of the information provided.

Concerning the game provider's involvement, I understand that you believe the provider played no part in the communication. Nevertheless, the casino has confirmed and provided certain evidence that the tournament description and rules supplied to us were provided in the same format in which they received them from the game provider. At present, I have no objective evidence allowing me to conclude otherwise.

You also questioned why I referred to the absence of similar complaints. I appreciate your explanation that this was a network tournament available across many casinos. Nevertheless, the relevant point is that, despite the popularity of these tournaments and the number of complaints we handle, this is the only case of this nature that has been brought to Casino Guru's attention. The casino has likewise confirmed to us that they are not aware of any other player raising the same concern. While this does not, by itself, prove that the rule was present, it is one of several factors that must be considered when assessing the credibility of the competing claims.

Furthermore, according to your own statements, you have been participating in Playson/Boongo tournaments for several years and have also previously participated in similar promotions at Lucky Treasure Casino. The rules governing these tournaments, including the withdrawal limitation, have remained unchanged throughout that period. If the restriction had genuinely been absent or only introduced after your participation, it would be reasonable to expect that similar concerns would have arisen before, either from you during your previous participation or from other affected players.

At this stage, your claim that the relevant restriction was not present in the tournament description has not been substantiated by the available evidence.

There are still some aspects of the case that need to be clarified, so I'm still not in a position to provide a conclusion at this stage.

While it seems that the winnings generated after the €5,000 tournament prize had already been withdrawn should be paid to you, the overall context of your case raises questions about whether your overall conduct is still in alignment with good faith behaviour and using the casino for recreational purposes.

Please note that we don't take sides. And my role certainly is not to defend the casino; however, just as we expect casinos to act fairly and transparently, we hold players to the same standard. The complaint process relies on both parties providing complete, accurate, and authentic information and evidence so that the matter can be appropriately assessed.

That being said, based on your recent responses, it appears that you are not satisfied with the way your complaint is handled. I would like to assure you that my responses and the approach taken throughout this investigation have been consistent with our complaint resolution process and the principles under which Casino Guru operates.

In the meantime, please let me know whether you would like me to continue investigating your complaint until a final conclusion is reached, or whether you would prefer that I close the case so that you may pursue the matter with another dispute resolution body or competent authority.

Hello,

I’ll try to structure my response more clearly in this message and do my best to provide a clearer answer.

You contacted Casino Guru to obtain an independent assessment of your claim. If I had examined this case solely from a strictly contractual standpoint, your claim might already have been rejected, as the casino appears to have acted in accordance with the rule applicable to winnings from network tournaments: "Unless otherwise specified, winnings from tournaments organized by third-party game providers (or ‘network tournaments’) are not subject to any wagering requirements. These winnings are subject to a maximum withdrawal limit equal to 1 times the credited tournament prize, with a minimum withdrawal limit of €100."

"This conclusion is based not only on an independent frame-by-frame analysis but also on visible inconsistencies within the screenshots themselves."

I reiterate that this condition was never mentioned on the website. It appeared after you contacted the casino. I can confirm this based on my screenshots, which are authentic and reliable, as well as on my own word. The only modification made to my screenshots was to crop the page so that the terms and conditions regarding tournaments would be more clearly visible.

In order to mount a defense in this case that you will consider valid, I would like a representative authorized to legally bind the casino to confirm that this clause was included in the Terms and Conditions as well as on the tournaments page either before or during my participation.

I would also like them to provide the terms issued by the provider exactly as they were presented to you. 

That’s obvious, since they’re the only ones who include this rule in this type of tournament. I’m not saying they’re wrong and that the other casinos are right, but it’s still strange, and I’d like to clarify this.

''At this stage, your claim that the relevant restriction was not present in the tournament description has not been substantiated by the available evidence.''

You’re right, since you’re not accepting my screenshots, which are authentic. I don’t know what kind of defense you can expect if they aren’t considered valid and I can’t participate in direct communications with the casino, the game provider, and you. It’s clearly my word against theirs, and it’s only natural that, so far, they’ve been trying to defend themselves as little as possible—after all, they’re the providers.Not to mention the fact that they were altered the moment you asked them for clarification on this issue a little over three weeks ago.

But I do have my own theory, and I’ll put together a new case backed by substantial evidence once the casino has formally taken a position on whether or not this condition was in place when I participated, won my winnings, and requested my withdrawals.

As mentioned above, I would like this statement to be made publicly on the forum as well as via email, with full acceptance of any liabilities that may apply in the future.

''While it seems that the winnings generated after the €5,000 tournament prize had already been withdrawn should be paid to you, the overall context of your case raises questions about whether your overall conduct is still in alignment with good faith behaviour and using the casino for recreational purposes.''

Wait, can you explain that? I'm not sure I understand.

You are the only option I have available at the moment. I would like to make the most of your expertise before considering any other options. 

Dear Totop,

Thank you for your message. I appreciate you taking the time to write it all out.

Let me try to respond to the important parts.

I understand you're convinced the tournament rule wasn't there when you played. I'm not dismissing that, but the casino has sent us documents showing it was in place, and they've also confirmed no one else has raised this issue. I'm not saying that this firmly proves they're right, but it certainly places them in a stronger position than you.

Regarding your screenshots — you yourself confirmed that you cropped them. That's exactly what raised concerns. I'm not saying you edited the screenshots with bad intentions, but once a screenshot is modified in any way, it loses its value as solid evidence. If you still have the original, untouched/unedited files, I'd be happy to look at them again.

On the contrary, the screenshot I've shared above, which should be the same as it was received from the game provider, does not show the signs as yours.

I hope you see the difference here.

You also asked the casino to issue a legally binding confirmation about when the rule was added. I understand why you'd want that, but I have to be honest — as a mediator, I can't force them to do that, and they're not obligated to provide it just because you or I ask. Only the appropriate authority or perhaps a court can push them to hand over internal system logs or historical records, and even then, it's often treated as confidential business information.

And about your theory that the rule was added later — that's certainly your right to believe. But having a theory doesn't make it fact, and right now I just don't have enough solid, verifiable evidence to confirm it.

One thing I do want to be clear about, though — the additional winnings you generated after the tournament prize was withdrawn should be looked at separately. That rule only applies to winnings directly from the tournament prize itself. Whatever you won afterwards should be a different matter, and I'm still looking into that.

Could you please send me your full game log? XLS or PDF format would be ideal. It might be available for download in your account, but if not, just request it from the casino team – as it's your personal data, they should provide it without any issues.

I'd also appreciate seeing your deposit, withdrawal, and bonus/promotion/tournament history. You should be able to get that the same way.

Once you have everything, just forward it to me at michal.k@casino.guru and I'll go through it.