Lucky Trunk Casino - Player’s withdrawal has been delayed.

Hello CasinoGuru team,

I am opening this complaint against Luckytrunk.io (operated by L.C.S. Limited) regarding the unfair confiscation of my balance amounting to 1879,49 euroa. Casino only saved the original raw cash deposit 100 euros in my balance.

The casino cancelled my withdrawal and confiscated my funds, citing a generic breach of Terms and Conditions (specifically clause 12.10 relating to VPN usage, duplicate accounts, or bonus abuse). 

I strictly deny all of these accusations:

1. VPN Use: I have never used a VPN to access the site. I have only played using my regular, residential internet connection from Finland.

2. Bonus Abuse: I did not abuse any bonuses. In fact, I played with raw cash and did not even activate or use any promotional bonuses during my sessions.

3. Forged Documents: All verification documents (KYC) I submitted are 100% genuine, legal, and government-issued.

The casino has provided absolutely zero evidence or specific explanation to back up their claims. 

I am asking CasinoGuru to intervene, contact L.C.S. Limited, and request them to either provide concrete proof of these claims to the mediation team or reinstate my hard-won balance.

Thank you for your assistance.

Best regards,

Leoxs

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Dear Leoxs,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hello,

Thank you for your response. However, I would like to clarify that this is not a standard withdrawal delay or a matter of processing time. 

The casino has already made a final decision: they cancelled my withdrawal, closed my account, and confiscated (voided) my winning balance of 1879,49 € citing a breach of terms (clause 12.10). The original deposit 100 euros was only left to the account.

Since the funds have already been officially confiscated by the casino, this is not a case of just waiting it out—it is an unjustified seizure of my funds. Therefore, I kindly request that you accept and officially process this complaint immediately.

Best regards,

Leoxs

I have to correct the last message. In fact casino didnt close my account. The casino only left the 100 euro deposit amount. They are sending me (marketing)emails about depositing more.

Dear Leoxs,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Leoxs,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Karla
Casino.Guru