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Most of the rewards are in cash, like this one, and I’ve already withdrawn amounts larger than the reward itself.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