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

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.

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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 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

Hi Attila,

Thank you for helping me with the matter.

I played slots, mainly Gates of Olympus 1000. The win of €3,400.07 came from regular play with my own money. I didn't use any bonus funds and I've never used a VPN. I actually didn't even know what a VPN was until I looked it up afterwards. I've been off work for a week and played a little bit every day and suddenly one day I logged in and the win was gone. The big win at the time, which was on the slots game, came 250x2, about times the win.

I never took a picture then but I did take a picture of the balance and the game.

I still have access to my account.

Yes, I have contacted Lucky Trunks customer support both via chat and email. I have submitted all the documents they requested during the verification process and everything went well with the verification process. My account and documents were verified, and I also had a withdrawal of €1,000 which was already waiting for a long time before the bigger win came.

After I won €3,400.07, the casino removed the money from my balance and referred to clause 12.10 of their terms and conditions. However, they have not provided me with any concrete evidence that I used a VPN or violated any other rule.

I have saved screenshots, game history, transactions, withdrawals and all communication with the casino. I can send you anything that can help you investigate the matter.

When I ask why they did it, they just say it's a decision they won't answer or change. No response at all from them. I also have a balance of €540 left with them. I've just let it be right now, I think it's boring. I have a job and have played with them before. I would never argue against any rules. But everything has been going well until I won the big win. I didn't withdraw the money right away, they just disappeared and at the same time my withdrawal, which was waiting for a long time in that amount, disappeared. Suddenly they left me with only €540

Thank you very much for your help. I appreciate it.

With kind regards,

I just want to clarify that I mean I had €1,000 as a withdrawal waiting, and after the bigger win came there was €3,940.07 on the balance. After that the casino removed €3,400.07, so that only €540 was left in the account. So they took the €1,000 win that had been pending for a while. I can also see the game history. You have my right to log into my account and take advantage of everything you need, just let me know. Thanks in advance

I also want to say that I have screen recorded when I log in as well as the game history and all the documents that I have submitted for verification in case they just think of closing my account, I have screen recorded it.

Hello G11L,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello.

No problem, take your time.

Have a nice holiday.

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Thank you for your patience and cooperation.

Hi Attila.

I sent you mail.

Thank you for Helping 🌟

Best regards

Thank you for your reply. Could you please also forward all documents you provided to the casino for verification?

You can send the information to my email address: attila.g@casino.guru.

Thank you very much for your patience and cooperation.

Hi Attila,

I sent the document you requested to your mail.

Best regards

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, Martina (martina.b@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

Dear G11L,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Lucky Trunk Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear G11L,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, - I recommend you contact the gaming authority the casino is regulated by and submit a complaint directly to them.

You can find more about their complaint resolution process HERE, and general information regarding complaint processes with regulators HERE. The Gaming Authority has more options and tools to help players.

I am sorry I could not be of more help on this occasion.