The player from Germany faced issues with Lucky7even Casino after fulfilling the bonus conditions for a 500% deposit bonus. Despite having a credit balance of €3,000, his winnings were reduced to €1,000 due to the casino's interpretation of the maximum winnings limit. Additionally, one of his withdrawal requests was cancelled without explanation, and the remaining funds in his account had disappeared. The complaint was closed due to the lack of response from the player to the team's inquiries, which prevented further investigation or potential solutions.
Lucky7even Casino - Player's winnings have been reduced and withdrawals canceled.
Closed
Our verdict
Player stopped responding
Amount: €3,000
Lucky7even Casino
Safety Index:HighCase summary
Discussion
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3 months ago
Translation
Hello CasinoGuru,
I need your help regarding Lucky7even Casino.
On November 28, 2025, I received a 500% deposit bonus for Black Friday.
I deposited €100 using the bonus code BLACK500 mentioned in the email.
Bonus terms and conditions:
Sales requirement: 40x
Maximum winnings: 50x the deposited amount
This means that with my €100 deposit, the maximum permissible profit is €5,000.
I fulfilled the bonus conditions and subsequently had a credit balance of €3,000.
I then submitted two withdrawal requests for €1,000 each. I initially left the remaining €1,000 in the account.
Shortly afterwards, however, I received the news that my winnings had been reduced from €3000 to €1000 due to the maximum winnings limit.
I explained to support several times that, according to the official bonus terms and conditions, my maximum winnings should be €5,000. Despite this, the casino stuck to its decision.
The account contains
One of my two withdrawals of €1,000 was cancelled without explanation.
I now have the outstanding €1,000. The other €1,000 has been cancelled, and the remaining €1,000 that was still in my player account has vanished without a trace.
My account currently shows only €1,000 in outstanding payouts.
I followed all the rules, including the maximum allowed stake.
I am attaching screenshots that substantiate my claims.
Could you please help me resolve this case?
Thank you in advance!
Automatic translation:
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3 months 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.
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3 months ago
Dear mete121212,
Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Lucky7even Casino.
To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:
- Could you please share the email with the bonus offer you have received? The screenshot you have provided has arrived blurry and unreadable. My email is katarina.d@casino.guru.
- How long have you been a player at this casino?
- Have you had any successful withdrawals with this casino, please?
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,
Katarina
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2 months ago
Dear mete121212,
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.
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2 months ago
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,
Katarina
Casino.Guru
