The player from Germany files a complaint against LuckyVibe Casino for withholding €3,616.02 from his account balance after a rejected withdrawal request of €4,000. He argues that the casino's terms regarding cashback limits were not made clear during gameplay, which led to a misunderstanding about his withdrawable balance, and he requests clarification on several points regarding transparency.
LuckyVibe Casino - Player's withdrawal has been confiscated.
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LuckyVibe Casino
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yesterday
Translation
I would like to file a complaint against LuckyVibe Casino for withholding €3,616.02 of my balance.
On September 3, 2026, there was €0.08 of real money remaining in my player account. An additional €38.39 was credited to my account as "Level 2 Daily Cashback".
I continued playing with the available funds and my account balance rose to over €4,000. I then requested a withdrawal of €4,000.
This payout was rejected by LuckyVibe. Instead, I only received €383.98. The difference of €3,616.02 was removed from my balance.
This was subsequently justified by the fact that, according to the general bonus conditions, cashback is subject to a maximum profit of 10× the cashback amount.
I am aware that LuckyVibe includes a corresponding provision in their general bonus terms and conditions. Nevertheless, I expressly request that Casino Guru not only verify the existence of this clause, but also its fair and transparent application in my specific case.
The cashback resulted from my previous real-money losses. During the subsequent game, all winnings were credited to my account balance as usual. My player account showed a balance of several thousand euros and subsequently allowed me to request a withdrawal of €4,000.
During the game, it wasn't sufficiently clear to me that more than 90% of the displayed balance was actually not payable at all.
I consider such a massive restriction on the actual withdrawable winnings to be an essential condition that a player should be clearly and immediately made aware of when receiving or activating the cashback, and not only through a general bonus clause whose practical effect only becomes visible upon withdrawal.
What I find particularly problematic is that the system continues to allow bets and winnings and displays a real account balance of several thousand euros, even though, according to the casino, it is already clear that practically the entire amount exceeding this can never be paid out.
I have access to LuckyVibe's complete DSAR report, including my gaming, bonus, and payment history. This report verifies both the cashback credit and the withdrawal request of €4,000, as well as the eventual acceptance of a payout of only €383.98.
I therefore ask Casino Guru to contact LuckyVibe and clarify the following points in particular:
Why was a balance of over €4,000 displayed as regular credit during the game, even though the casino believed a maximum of around €384 could be withdrawn?
Where and how was I clearly informed, upon receiving the specific "Level 2 Daily Cashback", that all winnings exceeding 10 times the cashback amount would be forfeited?
Was there an explicit indication of the specific maximum payout or profit limit immediately upon receipt or activation of the cashback?
Why doesn't the system prevent further play or clearly inform the player that any additional winnings are not withdrawable?
I request payment of the withheld €3,616.02 or a fair settlement with LuckyVibe.
Thank you very much for reviewing my case.
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5 hours ago
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5 hours ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Bonus T&Cs and I found this:
1.7. Cashback and Cash Rewards are a bonus unless otherwise specified. Any rules that apply to bonuses in general apply to Cashback and Cash Rewards. Cashback and Cash Rewards carry a wagering requirement of 10x the amount given (unless specified elsewhere) and have a max. win limit of 10x the amount received. Additional winnings are deemed non-withdrawable and are voided upon cashout.
Sadly, there is not much I can do to support your case at this time, especially when the casino shares all the relevant information on the website. Casinos try to design their bonuses to be as attractive as possible, and setting a maximum cashout limit for bonus winnings is very common. Please, do not hesitate to let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint.
Thank you very much in advance for your understanding.
Best regards,
Attila
