Luckygem Casino - Player's withdrawal has been delayed and winnings confiscated.

I received a €25 bonus cash from the VIP department. With that, I won between €200 and €350. The wagering requirements were also completed. After that, the bonus amount was converted into real money. I continued playing and won a total of €5,300. I submitted a withdrawal request for €5,000 and then €300.

The next day when I checked, the €300 withdrawal was rejected, and two hours later the €5,000 was also rejected. I checked my balance and saw that there was only €1,250 left. I contacted the VIP department. They told me that I had reached the maximum limit and that this was the amount I was allowed to withdraw.

I told them that I did not agree. I also asked if, in case I win again, I would then be able to withdraw everything. They said yes, that I could decide myself what to do with the remaining €1,250.

I continued playing and won €5,000 in total again. I submitted a new withdrawal request and I am now waiting for the money. However, they did not give me the remaining €4,050 from before, even though the bonus wagering requirements had been completed. They do credit the amounts to the latest winnings, but they do not pay them out.

thank you in advance

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Dear Xreflexion,

Thank you for reaching out to us with your complaint. I sincerely apologize for the difficulties you are experiencing. In order to assist you effectively, I would appreciate it if you could answer a few questions to help me gain a better understanding of your situation.

• Have you reviewed the specific terms and conditions regarding the bonus and withdrawal limits that you agreed to, especially concerning the maximum payout limits of the casino before your withdrawal? It is stated:

3.6 The maximum withdrawal amount is limited to 1,000 EUR per day, 4,000 EUR per week, and 10,000 EUR per month, unless otherwise specified in the Terms & Conditions of a specific promotion. Exceptions may be granted to players with a higher VIP level, if applicable, at the Casino’s sole discretion.

3.7. Withdrawal limits for non-jackpot winnings are capped at 10,000 EUR per month, with corresponding weekly and daily limits applied.

• Could you please clarify what information you received from the VIP department regarding the maximum withdrawal limits?
• Have you faced any similar issues with your withdrawals in the past?
• Additionally, have you completed the KYC verification process?

I hope we can resolve this issue for you as quickly as possible. Thank you very much for your cooperation, and I look forward to your response.

Best regards,

Petra