Lucky Circus Casino - Pelaajan kotiutus viivästyy ja peruuntuu.

Hello CasinoGuru Team,

I would like to submit a complaint regarding my withdrawal issue at Lucky Circus Casino.

On 27 November 2025, I initiated my first withdrawal using Virtual Visa, which was also the method I previously used for depositing. As soon as I started this withdrawal, the casino began the KYC verification process.

I successfully completed the entire KYC procedure.

After verification, the casino informed me that I must withdraw using the same method as my last deposit. However, the Virtual Visa withdrawal option has disappeared from my account. The only available withdrawal method now is bank transfer.

I contacted support multiple times to explain that the original method is no longer available.

On 5 December, the casino asked me to submit a bank transfer withdrawal request, which I did.

However, the next day the withdrawal was cancelled, and I received the message:

"Please use the same withdrawal method as the one being used on your last deposit."

I explained again that this method is no longer available to me. The casino repeated the same instruction, and my withdrawal was cancelled again, despite following their guidance.

Today, 10 December, support once again told me to "try again," but the same issue continues with no resolution.

I am worried that the casino is unwilling or unable to process my withdrawal.

Amount pending: 14,000 NOK (~1,400 EUR)

What I am requesting

I kindly ask CasinoGuru to assist me in ensuring that Lucky Circus processes my withdrawal using the only available method (bank transfer), or alternatively restores the Virtual Visa option so I can withdraw using the original deposit method.

I have followed all instructions, completed KYC, and attempted all withdrawal methods available to me. I am ready to provide any screenshots, emails, chat transcripts, or additional proof if needed.

Thank you for your assistance

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.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Lucky Circus Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Were you asked to verify your payment method by submitting any verification documents? Which ones?
• Do I understand correctly that at some point, the 'Visa' option was available to you in the payout section of the cashier?
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, 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

Dear Tomas,

Thank you for getting back to me and for your willingness to assist. Please find my answers below:

• Payment method verification:

Yes, I was asked to verify my payment method. I submitted the required documents, including proof of identity and a bank statement. These documents were approved, and I was informed that my KYC verification was successfully completed.

• Visa withdrawal option:

Yes, that is correct. The Virtual Visa option was initially available in the cashier and was the method I selected for my first withdrawal request on 27 November 2025. After the verification process, the Visa withdrawal option disappeared from my account and has not been available since.

• Bonus usage:

I used a loyalty bonus provided by a casino manager with a max withdrawal of 1400€ This was wagered normally with allowed bets, on allowed slots.

• Communication with the casino:

Yes, I can share my communication history. I will forward relevant emails and provide screenshots of live chat conversations showing repeated withdrawal cancellations, conflicting instructions, and assurances that were not fulfilled. I can either email these directly to you or upload them here, whichever you prefer. I have attached a few examples of my chat history in support; as it would be alot to post the whole history, it should however show their "pattern".

To summarize, despite being fully verified and following all instructions, my withdrawal has been cancelled multiple times over a period of more than three weeks, resulting in a withdrawal loop with no clear resolution.

Please let me know if you need any additional information from my side.

Dear Marc2675,

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, Samuel (samuel.s@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,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Marc2675,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Lucky Circus Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Lucky Circus Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in processing the withdrawal.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Marc2675,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Samuel