The player from Greece faced withdrawal issues after winning €4,000, following a series of deposits and playing under a welcome bonus. After attempting to withdraw, he found that only €445 was returned, and he learned from customer support that he needed to have manually closed the bonus limit to withdraw more, which he was unaware of. He felt deceived by the casino's policies regarding the bonus and maximum withdrawal limits. The Complaints Team mediated the situation, ultimately leading to the casino's decision to credit the full winnings to the player's balance, which had been confirmed by the player, resolving the complaint satisfactorily.
Luckygem Casino - Player's withdrawal is cancelled and limited.
Resolved
Our verdict
Case closed
Amount: €3,500
Luckygem Casino
Safety Index:Fresh casinoCase summary
Discussion
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2 months ago
Hello
I have a very but experience now from this casino.i have make a deposit in this casino at 10/9/2025 40 euro and i took the welcome bonus.i play and i lost and my money and the bonus.the same day i make one more deposit 20 euro and also i lost and this.then my next deposit was at 22/9/2025 20 euro.i start winning that day and i win fisrts 9000 euros and then i continue play and at the end i loose 5000 euro and i had 4000 in my account.i decided to withdraw this money because i play the limit from the fisrts bonus that was opened and as i was playing before i win this money and the limit finished they also took some money and with the money that lefta me i win the 9000.as i play so much money the withdraw was opened and i decided to withdraw the 4000.i make the withdraw and i was waiting.after 48 they send a message that the withdraw canceled and the money cones back.but the only money that comes back from the 4000 was 445 euro.i speak withe the chat assistant and first tell he tells me that i write wrong my name and surname and i was laughing.then i told him that ok i make the withdraw again but only 445 come back when the other money will come back to my account.after he search it he tolds me that only this money i can make the withdraw and the other money disappeared.i ask him why and he tolds me that the maximum withdraw when you have take this bonus is 445 euro .yes but i tell him the bonus i took it my first deposit,then i have make two more deposits and also i play more than 5000 euro and i llose it does not matter because i finished the limit hundreds more times.and then he told me something that it was joke.yea you play all this money,you finished the limit so you could make the withdraw,the bonus limit finished but you forgot to push the button to close the bonus so the maximum withdraw that you can is 445 from the 4000.i could not believe it because i play in more thatn 15 casino and when you take a bonus after the limit cfinished the rest money you can play it as i can and tthen from that time all the money that you win you can make the withdraw.nobody casino tells you to push the button after the limit that ask you to play you play it it is all automatic.now i do not know what to do bey this casino cheated me.can you tell me?
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2 months ago
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Stay safe.
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Luckygem Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Do I understand correctly that the accusation that you used incorrect information when registering an account is a false accusation?
- Could you please share with me your communication with the casino regarding the issues you describe? Send emails or chat transcripts to my email at [email protected], or post screenshots here
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,
Tomas
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2 months ago
Translation
I have sent you an email at [email protected] so you can read all the details and tell me what to do. thank you very much!!
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2 months ago
Dear sakis45,
We wanted to reach out regarding your recent withdrawal and clarify the situation.
According to our Bonus Policy (Deposit Bonuses, section 12):
"Upon fulfillment of the wagering requirements, the maximum amount that may be withdrawn is limited to fifty (50) times the original bonus amount, unless otherwise specified in the applicable bonus terms."
Based on these terms, your winnings have been adjusted to the correct amount, and we are pleased to inform you that your withdrawal has been successfully confirmed. The funds should already be in your account.
Please also note that your first withdrawal was canceled because the KYC procedure was not completed at that time, which is required for all withdrawals to ensure account security.
Thank you for your understanding and patience. If you have any further questions or require assistance, our support team is happy to assist.
Best regards,
Luckygem Team.
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2 months ago
Translation
Please could you let me know here the amount of money was the bonus you gave me and what are the requirements?
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2 months ago
Dear sakis45,
The amount of your bonus after completing the free spins wagering was 8.9 EUR.
You can review all the results of your bets directly on our website in the "Bets" section. There, you will also see the exact amount that was credited to your account after completing the wagering of your free spins.
Thank you for bringing this matter to our attention. If you have any further questions or need additional clarification, please don't hesitate to reach out we'll be happy to assist you.
Best regards,
Luckygem Team.
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2 months ago
Translation
Thank you very much for the answer and one last question and I will not bother you again. I started playing after the lawn spins with 8.90 some in while I was playing and I reached the bonus requirements, you removed money from my account and left with them, which I was actually entitled to withdraw at that time, which was actually 50 times more. I decided with this money, the clean money, to continue playing, I managed to win up to 9,000 euros, I lost 5,000 euros and I had 4,000 euros left, which I also made a withdrawal request. From the moment I continued playing, I then played with the sacred money since the bonus requirements were over, is what I win with that money fake or fictitious? Because if you tell me yes, you may be the only company on the planet that this happens as I play in over 20 casinos? And don't tell me The demands did not end at some point as I am telling you because I spent a total of over 5,000 and the amount of the fines was a ridiculous 8.50. I will await your response and even if the casino guru takes a position. Thank you very much!
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2 months ago
Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Michal ([email protected]), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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2 months ago
Hello sakis45,
I'm Michal, and from now on, I will assist you with this complaint.
Dear Luckygem Team,
Can you please address the player's inquiries? I, too, look forward to your clarification on the above.
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2 months ago
Dear sakis45,
We wanted to reach out regarding your recent withdrawal and clarify the situation.
As per of our Bonus Policy, (Deposit Bonuses; Welcome bonus)
12. Upon fulfillment of the wagering requirements, the maximum amount that may be withdrawn is limited to fifty (50) times the original bonus amount, unless otherwise specified in the applicable bonus terms.
13. Luckygem.com reserves the right to write off the remaining balance from the winnings after wagering individually.
The maximum withdrawal amount from funds granted from a bonus is calculated as the bonus amount (€8.90) multiplied by x50, which equals €445.00. This means that even after completing the wagering requirements, the maximum sum eligible for withdrawal is limited by this rule.
We truly understand that this limitation can be disappointing, but please note that these rules are clearly stated in our Terms & Conditions and are applied consistently to ensure fairness for all players.
Best regards,
Luckygem Team.
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2 months ago
Translation
Thank you very much for your answer but I would like to inform you that this answer is not valid. Because I happen to be the son of a lawyer and I had my father read the bonus rules that you have in my case you are wrong and also legally the answer you said that "withdrawal is limited by this rule" is wrong because no withdrawal is limited by any rule unless it clearly states it for this case. Because I tell you again I started with 8.90 bonus money and at some point I reached a much larger amount than 445 (which is 50 times according to the rule). You took it away from me
the extra money and you left me the 445
euros in my account. me she
at the moment if I wanted legally as you say
I could withdraw them because
the requirements were over and I had
reaches the limit of 50 times over, and
After I took them off, I did them again.
deposit and then if I won these
You would give me 4000 euros because you would
I had made a withdrawal and then
deposit? and now because these 445
euros that you had left me like 50
times 8.90 I decided to continue
to play them you say it is covered by
this rule? sorry and no
what you say is true and also not
defined by any bonus rules that
you have in your section. I played legally
with this money you left me at
my account the 445 euros that were
then 50 times over the bonus and
The extra money I earned has no
no consistency with the bonus because if
If I tell you then Elena, takeover after
I recently deposited them again.
If I won, you would tell me again that
covered by this rule? and
I have researched everything I am telling you.
legally and according to your rules and not
I am but a long-time lawyer.
Thank you very much and if you want, answer my questions, otherwise let Michal, as a mediator, judge what I say.
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2 months ago
Dear sakis45,
I'm sorry, but I don't fully understand your response. It looks like you copied and pasted the text from an external communication (or from some AI module), and our translation software ( I even tried Google Translate) has difficulties translating it into the English language, which is the main language of our forum.
Can you please change/adjust the formatting of your text so it is in a more understandable format?
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2 months ago
Translation
Thank you very much for your answer but I would like to inform you that this answer is not valid. Because I happen to be the son of a lawyer and I had my father read the bonus rules that you have in my case you are wrong and also legally the answer you said that "withdrawal is limited by this rule" is wrong because no withdrawal is limited by any rule unless it clearly states it for this case. Because I tell you again I started with 8.90 bonus money and at some point I reached a much larger amount than 445 (which is 50 times according to the rule). You took it away from me
the extra money and you left me the 445
euros in my account. me she
at the moment if I wanted legally as you say
I could withdraw them because
the requirements were over and I had
reaches the limit of 50 times over, and
After I took them off, I did them again.
deposit and then if I won these
You would give me 4000 euros because you would
I had made a withdrawal and then
deposit? and now because these 445
euros that you had left me like 50
times 8.90 I decided to continue
to play them you say it is covered by
this rule and the above that I won are lost? sorry and no
what you say is true and also not
defined by no bonus rules that
you have in your section. I played legally
with this money you left me at
my account the 445 euros that were
then 50 times over the bonus and
The extra money I earned has no
no consistency with the bonus. because if
I'm telling you then I made a withdrawal after
I recently deposited them again.
If I won, you would tell me again that
covered by this rule? and
I have researched everything I am telling you.
legally and according to your rules and not
I am but a long-time lawyer.
Thank you very much and if you want, answer my questions, otherwise let Michal, as a mediator, judge what I say.
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2 months ago
Translation
My question is, when I was playing, did I ever reach the 50 times that the company tells me, a profit of 8.90 and much more than the 445 euros they tell me? They removed the extra money from my account and left me with 445, which was 50 times more, and they did it correctly. At that time, if I wanted those 445 euros, according to the company, I could withdraw them since the requirements had already been met. However, I left them in the account and continued playing and continued winning. That is, if I had withdrawn them to my card, then deposited them again with the company and played and won 4000, they would have given them to me, while now that I left them in and continued playing, they are not giving them to me. In the bonus terms, this is not written in the first place (it simply says that the bonus money can be 50 times more, but it is not clarifies that to continue you make a withdrawal and then deposit again) and secondly the answer that the maximum amount is covered by this rule (which does not exist in the company's rules for my case as it happened) is not valid. There is no company that does this because the money you earn in a bonus and after you reach the maximum limit that the bonus says, the rest is deducted from you and what is left you either make a withdrawal or if you want you play it and lose it. The company's answers are not correct based on its rules.
Thank you, and I have researched the issue in detail with a lawyer, and they are making a mistake based on the rules they have set.
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2 months ago
Translation
Dear Michael
If you read the company's bonus rules, you will understand that at this moment in my case they are wrong because it does not say anywhere that when we have deducted the extra profit from the player and left him with money that is 50 times more than the bonus he had received, the player is only obliged to withdraw it and if he continues, any profit generated from this specific amount is lost.
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2 months ago
Dear sakis45,
Thank you for the clarification. I now understand your point.
Dear Luckygem Team,
Can you please confirm if the €8.9 from the free spins that seem to cause the issue here were winnings from the free spins that still need to be wagered, or if these €8.9 were the actual real money winnings after the wagering has finished? Do I understand correctly that the player managed to accrue the disputed winnings from this €8.90 seemingly real money?
Additionally, I would appreciate your clarification on the course of events leading to this situation and providing me with the player's game log, where the bonus history is also reflected.
You can send the evidence to me at [email protected]
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2 months ago
Translation
Sorry, Michael.
But you didn't understand it correctly. The 8.90 was the bonus money with this 8.90 I had reached I don't remember exactly 500-700 and as I was playing the company removed money from my account and left me 445 euros which was 50 times the 8.90 I then instead of withdrawing it as I had also completed the requirements but it was also the legal limit of the bonus the 445 that I could get I decided instead of withdrawing it and either depositing again I decided to continue playing with the clean money of 445 euros and I ended up winning 4000. Also the company claims that I am only entitled to 445 euros out of the 4000 because I did not withdraw then and then deposit again and then continue playing but I simply continued playing with the 445 euros that they left me in my account clean. Yes, all this does not exist in any company casino and sorry but I dare say it is an excuse of the company for not paying. I have been playing online casino for 20 years I am registered in over 25 companies first time such an excuse and treatment
Thanks
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2 months ago
Dear sakis45,
Thank you for your additional clarification. Your earlier responses and the unclear text made this situation ambiguous. It appeared that the issue originated from the €8.9.
This is why it is essential to articulate your responses as clearly and understandably as possible. I now believe I grasp the situation, as you are indicating that your winnings have been capped on two occasions. I concur that when your initial winnings (the 500-700 you mentioned) were capped according to the bonus rules at €445, these funds, which should now be regarded as real money (€445), ought to be free from the bonus rules, unless explicitly stated in the casino's bonus terms and conditions, or unless you, as a player, are not adequately informed through a pop-up message, in-game message, or other clear means about this, and that any additional winnings you may have accrued from these €445 will still be forfeited.
I would still appreciate receiving clarification from the casino team regarding the sequence of events, and I would like them to provide me with your complete game log, as I believe this is important to review.
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2 months ago
Translation
Thank you, Michael.
For the answer, I would like to inform you that I, as a player, was informed based on the company's rules that 50 times 8.9, that is, 445 euros, are clean and I can withdraw them. These were the company's rules. It's not that if I didn't withdraw them and continued playing with the clean money, I would be playing pointlessly because everything would be lost, it doesn't say that anywhere, and if you know, which is certainly known due to your status, this doesn't exist in any company.
Thank you very much!!
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2 months ago
Dear Michal,
Thank you for your message. In order to provide you with a precise and complete response, we kindly ask for some additional time to collect and review all the necessary information regarding this matter.
We greatly appreciate your patience and understanding, and we will get back to you with updates as soon as possible.
Best regards,
Luckygem Team.
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2 months ago
Dear Luckygem Team,
Thank you for your reply. I'm looking forward to your clarification.
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1 month ago
Dear Michal,
We have now collected and sent all the necessary data related to your inquiry.
Please review the provided information at your convenience, and let us know if anything else is needed or if you have any additional questions.
Thank you once again for your patience and cooperation.
Best regards,
Luckygem Team.
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1 month ago
Dear Luckygem Team,
Thank you for your email and for providing the evidence. I have reviewed the player's game log and would like to share my observations. Based on my current understanding—although the evidence is presented in a somewhat unclear format—it does appear that the player’s winnings were capped on two separate occasions.
We consider this practice unfair unless the player was clearly informed in advance that even after completing the wagering requirements and having the maximum cap applied, the remaining funds or winnings would still be subject to the maximum win rule.
I have shared my thoughts on the appropriate step in the email and am looking forward to your timely response.
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1 month ago
Translation
Dear Michael
Thank you very much for the comprehensive observation you made. I would simply like to inform you that there is no information in the luckygem rules that they are subject to this rule, so there was no way for me to be informed, and luckygem's simple response was that it is covered by this rule, which is not possible for a company to say the word "covered" and not mention it in its rules.
Thank you in advance for everything.
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1 month ago
Dear Michal,
Thank you for your message and for sharing your observations.
Following your email, we have sent our detailed response regarding the matter.
Could you please review it at your earliest convenience?
Should you have any further questions or require clarification, we remain at your disposal.
Best regards,
Luckygem Team.
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1 month ago
Dear Luckygem Team,
Thank you for your email with the additional information and evidence. I have provided my observations and am looking forward to your clarification on the crucial point that seems to be the reason for this entire situation.
Dear sakis45,
As it turned out, the issue did, in fact, originate from the €8.90, just as I initially suspected. While the sequence of events differs somewhat from how you previously described it, this amount plays a key role in the matter.
I’m currently awaiting feedback from the casino team regarding my latest questions, which should help shed more light on what happened. Once I receive their response, we should be able to clarify the situation fully.
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1 month ago
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.
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1 month ago
Dear Michal,
Thank you for your patience and cooperation.
We are still reviewing this case and need a bit more time to complete a thorough assessment. We kindly ask for your understanding and a little additional time to finalize our investigation and provide you with a comprehensive response.
We appreciate your understanding and will keep you updated as soon as the information becomes available.
Best regards,
Luckygem Team
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1 month ago
Dear Luckygem Team,
Thank you for your cooperation in clarifying this case. I believe we have already thoroughly reviewed the circumstances and the course of events, and I have provided my perspective on the appropriate path forward.
As this case has been open for some time, I'm eager to bring it to a timely conclusion. To that end, I kindly request your final response by the end of this working week, Friday, 7th November 2025.
Our strong preference is to resolve this matter amicably and avoid closing the case as unresolved. A closure of this nature would require us to note a breach of fair play principles, which would negatively impact your casino's rating and serve as a cautionary note to other players regarding your operations.
I'm hopeful that we can reach a positive outcome and trust that you share our commitment to fairness and transparency for your customers. I look forward to your prompt response.
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1 month ago
Translation
Dear Michael
I don't know if the casino will answer or avoid answering, I would just like to ask you if it's possible to inform me of your final conclusion on this issue, simply for ethical reasons, so that I know if I was right or wrong in the whole matter.
Thank you very much!!
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1 month ago
Our final decision was to credit the full winnings to the player’s balance, and this has already been completed. We kindly ask you to check your account and confirm that the funds are visible on your side.
Thank you sincerely for your time and patience. If you have any additional questions or need further assistance, please feel free to reach out — we are always here to help.
Best regards,
Luckygem Team
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1 month ago
Dear Luckygem Team,
Thank you for your response. I’m pleased to see that you’ve chosen to handle this matter in a fair and responsible manner.
Dear sakis45,
As per the casino team's response, the winnings have been re-credited to your casino balance. Please let me know if I can regard this case as resolved or if you need assistance with anything else.
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1 month ago
Translation
Dear Michael
The money has indeed been credited. Thank you very much for all the help and I am grateful for everything.
Dear luckygem
I wanted to thank you for the very correct and fair decision you made and of course I will continue to be a player on your page.
Thank you very much everyone!!
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1 month ago
Dear sakis45,
Thank you for your reply and for confirming that the funds have been restored to your balance. Can I consider this case resolved, or do you require assistance with anything else?
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1 month ago
Translation
Dear Michael
The money has been refunded and the case has been resolved. Thank you again for everything!!
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1 month ago
Dear sakis45,
Thank you for your confirmation. I am glad that our involvement played a significant role in resolving the situation, and you have received the funds.
We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation.
If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Centre. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Michal
Casino Guru
