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I made 12.04.2025 a deposit of 98€ to my gaming account.

And got 160free spins for it. I won about €15 with free spins. Wagering requirements for that 15€ was *15.

And now they let me only withdraw 100€

The larger amount was simply canceled.

98€ was already my own real money and I did this whole playthrough for only 2€

Doesn't seem fair.

In my understanding, a player’s own deposit should be freely usable and fully withdrawable, especially when the wagering has been completed within the bonus terms and no rules have been violated.

Dear tupsu2000,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

I was notified 14.04.2025 by email(KYC Hashlucky) that my withdrawal was canceled. They simply deleted the 500€ from my account.

Dear tupsu2000,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

They just deleted my money.

As if it never existed.

Dear tupsu2000,

Would it be possible to forward your full deposit, bonus and betting history to nikolas.b@casino.guru for further review?

Awaiting your response.

Regards,

Nick

Hi.

I sent the history to your email.

Thank you tupsu2000 for all the information provided so far. I will now forward your complaint to my colleague Kubo (jakub.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear tupsu2000,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

Since HashLucky Casino hasn’t registered their representative account on our platform yet, they can’t respond directly in this thread. However, I’ve reached out to their representative through another channel regarding your issue and am currently awaiting their response. I’ll keep you updated here as soon as I have any news.

Thank you for your understanding and patience!

Best Regards,

Kubo

Dear Kubo and tupsu2000,

We sincerely regret that this situation has caused any inconvenience. Please rest assured that we are currently conducting a thorough investigation. We will provide a detailed update as soon as we have more information.

Kind regards,

Hashlucky Casino Team

Dear tupsu2000,

We thank you for your patience. We have checked your situation and can tell you the following:

On April 12th, 2025, you made a deposit of 98 EUR and activated the Special VIP FS №2 promotion. This offer granted you 160 free spins in the game Pink Joker: Hold and Win.

According to the promotion’s terms, winnings from these free spins are subject to a 15x wagering requirement. Additionally, as clearly stated in Section 1.3 of the bonus terms, the maximum amount that can be converted from free spins winnings (obtained from deposit promotions) to your real balance is 100 EUR. Any amount exceeding this limit is forfeited.

You used the free spins and received 21.2 EUR in bonus winnings. After your initial deposit was lost during gameplay, you continued to play using bonus funds only.

At 13:55 UTC on the same day, the wagering requirements were successfully completed, and 30.06 EUR was released to your real balance. From that point on, the gameplay continued with funds that originated from the free spins, which still remained subject to bonus restrictions.

You later increased your balance and submitted a withdrawal request for 500 EUR. On April 14th, after a detailed review by our Finance Department, the balance was adjusted in accordance with the bonus terms. The maximum allowable amount of 100 EUR was approved for withdrawal.

At 08:20 UTC on April 14th, you were also sent an email explaining the reason for this adjustment. The subject of the email was "KYC Max withdrawal from the bonus (100 EUR)".

We understand that such limits may seem frustrating, especially if it feels like you're playing with your own funds. However, when a player participates in a promotion involving free spins, all resulting winnings are subject to specific bonus rules - including a maximum withdrawal cap. These rules were available prior to activating the bonus, and accepting the offer implies agreement with them.

Kind regards,

Hashlucky Casino Team

Hi.

As I understand it, the bonus and your own money are separate. First you play with your own money and last with the bonus money. 

Since after my deposit of 98€ my account was not below 60€, all winnings were received from my own money, not from the bonus money.

Or do you mean that if I make a deposit of €150 and also take a bonus, it is possible to withdraw more than €100. I am attaching a picture of the letter where my VIP manager said that the bonus money and my own money are separate, not that my entire deposit will become bonus money.

Dear tupsu2000,

You're absolutely right that real money is used first during gameplay, and only after it runs out are bonus funds used.

However, the issue here is not about the order in which funds were used, but about the origin of the winnings. The 160 free spins you received with your deposit were part of the "Special VIP FS №2" promotion. Winnings from these spins are classified as bonus winnings from the moment they’re credited to the bonus balance — and they fall under specific bonus rules, regardless of whether the real balance was still active at the time.

As clearly stated in Section 1.3 of the bonus terms, the maximum amount that can be released to the real balance from winnings obtained through free spins received as part of a deposit promotion is 100 EUR. Any winnings above that amount are voided according to the promotion’s conditions.

In your case, you received 21.2 EUR in winnings from the free spins. Your real money deposit of 98 EUR was then played and lost during subsequent gameplay. After that, you continued wagering the bonus balance that originated from the free spins and eventually completed the wagering requirements. At that point, 30.06 EUR was converted to real money. You went on playing with those funds and increased your balance.

Later, you requested a withdrawal of 500 EUR. The Finance Department reviewed the play history and, based on the promotion terms, adjusted the withdrawal to the maximum allowable amount — 100 EUR.

Each gaming session is carefully reviewed before any withdrawal is processed. If the entire balance had been built solely from real deposit funds, without any connection to a promotional bonus, no maximum withdrawal limit would have been applied.

We fully understand your interpretation, especially in light of the message from your VIP manager. However, while real and bonus funds are technically separated and played in order, this does not override the specific bonus cap linked to free spins. 

Best regards,

Hashlucky Casino Team

Dear HashLucky Casino,

Thank you for your clarification. Could you please provide the player's game log from the moment the bonus was claimed until the cap was applied? The log should include detailed information on the development of both the bonus and real balance.

You may send the game log in XLS, CSV, or any other convenient format to my email address at jakub.m@casino.guru.

I appreciate your cooperation.

Dear Kubo,

The requested game logs have been sent to your email. If any additional information is needed, we’ll be happy to provide it.

Best regards,

HashLucky Casino Team

Dear HashLucky Casino,

Thank you for providing the requested game logs.

Dear tupsu2000,

I apologize for the delayed response and appreciate your patience.

After carefully reviewing the game logs and all available information, I must unfortunately side with the casino in this case. Based on our assessment, you had not yet reached the maximum win threshold during the wagering process. As a result, the maximum win cap remained in effect even after the bonus was no longer visibly active, because the funds had not yet been transferred to your real money balance. There was no event to trigger that transition.

Had your winnings exceeded €100 while still under bonus terms, and had they subsequently been capped and moved to your real balance, the situation would indeed be different. However, that was not the case here.

We understand this may be disappointing. It’s worth noting that many online casinos enforce bonus caps at the point of withdrawal rather than immediately after wagering requirements are met. While this practice can be confusing and less transparent, it is unfortunately common and often aligned with standard bonus terms.

Given these circumstances, we must consider your complaint unjustified and are therefore rejecting the case.

I truly regret that I couldn’t reach a more favorable outcome. Should you encounter any issues with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to help.

Best regards,

Kubo