The player from Sweden disputes the confiscation of €3,400.07 from her balance, stating these were genuine winnings from her own deposits. Despite having submitted a withdrawal request, the casino canceled it and removed the funds without providing clear evidence of any violation. She seeks assistance in recovering her winnings.
Lucky Trunk Casino - Player’s winnings have been confiscated.
Opened
Current status
Waiting for Casino Guru to reply
4d 21h 50m 54s
Lucky Trunk Casino
Safety Index 6.0 Below averageCase summary
Discussion
Public
Public
4 days ago
I am disputing the confiscation of €3,400.07 from my balance. These were genuine winnings from playing with my own deposited funds. I did not use any bonus funds, VPN, fraudulent methods, software or any prohibited method.
I had already requested a €1,000 withdrawal before this incident. That withdrawal had been pending while my verification documents were being reviewed. After my verification was completed, I continued playing and won additional funds.
The casino then cancelled my withdrawal and removed €3,400.07 from my balance, referring only to clause 12.10. They have not clearly stated which specific violation they claim I committed or provided evidence supporting the accusation.
I have screenshots and records of my gameplay, transactions, balance, withdrawals, verification documents and communication with the casino. I am requesting assistance in recovering my €3,400.07 and having the casino provide specific evidence for its decision.
Public
Public
3 days ago
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.
Public
Public
3 days ago
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 advise which games you focused on - slots, live casino, sports betting, etc.?
- Do you currently still have access to your account?
- Have you reached out to the casino's customer support in relation to this issue?
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,
Attila
Casino Guru is examining the case
Attila is currently out of office or on vacation. It is possible that they will not be able to respond to this complaint as quickly as they normally do. Thank you for understanding.
