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Most of the rewards are in cash, like this one, and I’ve already withdrawn amounts larger than the reward itself.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?

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.

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