The player from the United Kingdom deposited £50 on LuckyWave and built her balance to £400 through cash bets on Live Blackjack, but the casino confiscated £340 citing maximum win limits tied to a prior bonus. Despite providing evidence of her bets and disputing the decision, customer support dismissed her concerns and refused to close her account. She requests the restoration of her winnings and account closure.
LuckyWave Casino - Player's winnings have been confiscated.
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LuckyWave Casino
Safety Index 2.9 Very lowCase summary
Discussion
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4 days ago
On 08 August 2026, I deposited £50 in cash on LuckyWave. I used this cash deposit to play Live Blackjack (Blackjack 16) and legitimately built my real-money balance up to £400.
Shortly after, the casino unilaterally reduced my balance from £400 down to £60, confiscating £340 of my cash winnings.
When I queried this with customer support, they claimed the balance adjustment was made due to maximum win limits tied to a "Silver Prize" bonus from a previous day. However, this bonus only yielded £0.09 in winnings, whereas my actual balance was generated using my £50 cash deposit on live table games.
Applying a bonus maximum win cap to funds won via real money cash bets on Live Blackjack is completely unjustifiable. The bet history clearly confirms my sequence of real cash bets building the balance to £400. Furthermore, when I expressed dissatisfaction and requested an account closure, support refused to process it via chat, and VIP email support dismissed my dispute with generic templated responses regarding bonus caps.
Requested Outcome:
Full restoration of my confiscated cash winnings (£340), bringing my withdrawable balance back to £400.
Immediate permission to withdraw my £400 balance, followed by the permanent closure of my account.
I have attached complete screenshot evidence including bet history logs, live chat transcripts, and email correspondence.
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2 days ago
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2 days ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with LuckyWave Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Have you explained to the casino that you were unable to play with the balance you accumulated from the free spins the day before?
- Would you be able to share a screenshot from the casino's records confirming the date of your deposit and the date you received the bonus?
- Post them here or send the information to my email at tomas@casino.guru
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
