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

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.

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

??

Thank you for your reply and for providing the previous details, Xreflexion.

• Could you let us know when you made your last successful withdrawal of your winnings and how long it took to be processed?
• Have you received any official communication regarding the rejection of your withdrawals? If so, could you provide it to us, please? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

I made my last payout on 26-01-2026 and it took 1 day to be paid out. I sent an email about the €4050, but I haven’t received any response.

I have now sent a second email to LuckyGem.

They keep twisting the story. I have sent screenshots to your email.

???

Thank you for your reply and for providing the previous details, Xreflexion.

I would like to emphasize that, according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider an imposed win limit to be unfair and predatory only when applied to a real money game. However, we accept bonus T&Cs that restrict the maximum cash out from bonus play.

To clarify your case:

• Could you please provide any additional evidence, such as a link or screenshot of the Bonus, that may help support your case?
• Could you please clarify if there is a maximum win limit mentioned in the specific Terms and Conditions related to this bonus?
• Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

There was no maximum winnings limit stated. Even if there had been such a limit, I completed the wagering requirement at €131.50, as you can see. It was then transferred to real money. After that, I won €5,300.

Thank you in advance for your help in trying to resolve this matter.

i dont have any other information more thats all .

Dear Xreflexion

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 Mirka (miroslava.d@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,

Petra

Thank you for your time, I hope the problem will be resolved.

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Luckygem Casino representative to join this conversation.

Dear Luckygem Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

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 Casino Guru Team and Player,

Thank you for the opportunity to clarify this matter.

After a full review of account ID 1508***, we can confirm the following:

All withdrawal requests submitted by the player were processed correctly.

The amount of €4,050.34 referenced in the complaint was not related to a withdrawal issue, but to a balance adjustment performed on 22.01.2026.

This adjustment was made in accordance with the Terms & Conditions that were valid and active at that time (attached as screenshot).

Specifically, the deduction was applied under Bonus Policy - Rule 12 of the Terms & Conditions, which stated that winnings exceeding 50x the bonus amount could be removed in accordance with the bonus limitation rule.

At the time of the adjustment (22.01.2026), the previous version of the Terms & Conditions - including Rule 12 - was fully valid and in force. The updated Terms & Conditions that came into effect on 01.02.2026 do not retroactively apply to gameplay, bonuses, or winnings obtained before that date.

All players agree to the Terms & Conditions upon registration and each time a bonus is claimed. Bonus limitations are clearly defined within those terms and are applied automatically or manually where applicable.

We understand that the rule is no longer present in the updated Terms & Conditions; however, regulatory and contractual standards require that cases are assessed based on the rules that were active at the time the activity occurred. The removal of a rule in a later update does not invalidate actions taken correctly under the previous, valid version.

Regarding communication, while we acknowledge there is no separate VIP email record referencing this adjustment, the transaction is reflected in the account history and was applied strictly in line with the applicable bonus policy at the time.

To conclude:

• No withdrawal was withheld improperly.
• The balance adjustment was applied correctly under the valid Terms & Conditions in force on 22.01.2026.
• The updated Terms & Conditions (01.02.2026) do not apply retroactively.

We therefore confirm that the actions taken were compliant with the rules accepted by the player at the time of the bonus activity.

We remain available should Casino Guru require any supporting documentation privately.

Kind regards,

LuckyGem Team

It is not clearly stated that you can withdraw a maximum of 50x the cash bonus. I believe that if there is a maximum payout, you should receive a notification saying that you have reached the maximum amount. That way, the player knows they have reached the maximum limit.

When I submitted the withdrawal request for the total amount, there was no indication of this either. This gives players false hope. Then it gets canceled and corrected, while the terms and conditions are not clear.

If another player reaches higher amounts, for example 100k, that would apparently also be corrected, even though this is not clearly communicated. The player becomes happy at that moment and then disappointed because only around 1000 euros remain out of the 100k.

I find this absolutely unclear. I also don’t think I am the only one. I saw on Guru another complaint about LuckyGem from a Greek player who experienced something similar. In the end, it was decided that the player was right. The player’s name is sakiz48.

Thank you in advance for your response.

Dear Luckygem Casino,

Please send me player's full game log from the moment he received the bonus until now to miroslava.d@casino.guru for review.

Thank you.

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 Mirka,

We sent a separate email to the email address as you requested a week ago. Kindly clarify if you have not received it and if the email address is correct - we will be happy to resend it.

Kind regards,

Team LuckyGem

Dear Luckygem Casino,

Thank you for the information provided so far. However, as requested, player's game log is needed for the period from the bonus activation.

Please also send me the rules and information about the specific bonus, the player used.

Thank you.

Dear Mirka,

We have provided you with the requested information.

Kind regards,

Team LuckyGem

Hey casino guru, I would like to thank you in advance for the time and effort you have put into the complaint. I am curious to see what the result will be.

Dear Luckygem Casino,

Thank you for the game log. Unfortunately, it does not contain the period before 17.2., although it is needed.

Please also include the link, with bonus rules for this specific bonus, and how the player was informed about it - include for exaple screenshot from email with bonus rules, if it was sent, or/and from player account, if the rules and amounts were visible there.

Thank you.

Dear Mirka,

Thank you for getting back to us. We have provided additional information as requested.

Kind regards,

Team LuckyGem

Dear Xreflexion,

I am extending the timer since I need to discuss the issue internally. I will notify you, if there are any updates.

Thank you for your patience.

Ok i wait it for.

Dear Xreflexion,

After review of evidence provided by the casino, we can confirm the following:

Before you activated the 25€ VIP bonus, your real money was zero, so by continuing playing, you were using bonus money. Since after completing the wagering requirements your balance was lower than the maximum withdrawal limit (50x25€ in this case), it has not been capped at the point of reaching the wagering requirements. That is why your winnings have been capped when you requested withdrawal. After the balance has been adjusted to 1250€, you were abele to complete the following withdrawals without adjustments - so your bonus winnings have been capped on one occasion.

You previously mentioned, there are cases where winnings are capped twice, which we consider unfair, however in this case, they have been reduced to the maximum withdrawal amount (50x the bonus amount) only once. And the casino acted according to their Terms and conditions by restricting the amount from 5000€ to 1250€ in the first withdrawal request after the bonus activation and usage. I can only recommend you to keep track of your balance, when you use bonuses like this one in the future. When you notice, you met your wagering requirements, and you reached your maximum bonus amount, you can request withdrawal of your balance right away, so you avoid disappointment.

Due to the aforementioned reason, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards,

Mirka