Lucky Circus Casino - Pelaajan kotiutuspyyntö on viivästynyt.

Ladies and Gentlemen

I registered at the casino in question on June 9, 2026. On July 5, 2026, I requested a withdrawal of €60.00. Despite successful KYC verification, the withdrawal has been refused to this day.

The casino informed me that an email with further information had been sent to me. However, I have not received such an email in either my inbox or my spam folder. When I inquired via live chat, I was not given the reasons for the rejected withdrawal. Since I did not receive the email, I requested that my registered email address be changed.

I was asked to contact them from a new email address, provide my previous email address, and submit proof of identity. The casino accepted the submitted documents. However, I subsequently received notification that, contrary to what I had been told, changing my email address was not possible after all.

What's particularly baffling is that I can log into my player account without any problems and the registered email address is demonstrably correct. The entire procedure therefore seems contradictory and effectively prevents me from withdrawing my funds.

I therefore request your support in enforcing the requested payment and thank you in advance for your efforts and support.

Sehr geehrte Damen und Herren,

ich habe mich am 09.06.2026 bei dem betreffenden Casino registriert. Am 05.07.2026 habe ich eine Auszahlung in Höhe von 60,00 € beantragt. Trotz erfolgreich abgeschlossener KYC-Verifizierung wird die Auszahlung bis heute verweigert.

Seitens des Casinos wurde mir mitgeteilt, dass mir eine E-Mail mit weiteren Informationen zugesandt worden sei. Eine solche E-Mail habe ich jedoch weder in meinem Posteingang noch in meinem Spam-Ordner erhalten. Auf Nachfrage im Live-Chat wurden mir die Gründe für die Ablehnung der Auszahlung nicht mitgeteilt. Da ich keine entsprechende E-Mail erhalten habe, bat ich darum, meine hinterlegte E-Mail-Adresse zu ändern.

Hierfür wurde ich aufgefordert, von einer neuen E-Mail-Adresse aus Kontakt aufzunehmen, meine bisherige E-Mail-Adresse anzugeben sowie Identitätsnachweise einzureichen. Die eingereichten Dokumente wurden vom Casino akzeptiert. Anschließend erhielt ich jedoch die Mitteilung, dass eine Änderung der E-Mail-Adresse entgegen der vorherigen Aussage doch nicht möglich sei.

Besonders unverständlich ist, dass ich mich problemlos in mein Spielerkonto einloggen kann und die hinterlegte E-Mail-Adresse nachweislich korrekt ist. Die gesamte Vorgehensweise erscheint daher widersprüchlich und verhindert faktisch die Auszahlung meines Guthabens.

Ich bitte Sie daher um Unterstützung bei der Durchsetzung der beantragten Auszahlung und danke Ihnen bereits im Voraus für Ihre Mühe und Ihre Unterstützung.

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 problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Is the email address associated with your player account the same as your current email address?
• Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Hello Attila,

Thank you very much for your quick response.

Below you will find the answers to your questions:

• Have you ever successfully made a withdrawal?
• -> No, I have not yet made a successful withdrawal.

• Is the email address linked to your player account the same as your current email address?
• The email address registered with this CasinoGuru account is different. The email address I use with the casino is the iCloud address I provided when submitting this complaint.

• Did you achieve your winnings with or without an active bonus?
• -> I achieved all my winnings without an active bonus.

Should you have any further questions, please feel free to contact us at any time.

Thank you in advance for your efforts.

Best regards

SebaFred26

Hallo Attila,

zunächst vielen Dank für Ihre schnelle Rückmeldung.

Nachfolgend finden Sie die Antworten auf Ihre Fragen:

• Haben Sie schon einmal erfolgreich Auszahlungen vorgenommen?
• -> Nein, ich habe bisher noch keine erfolgreiche Auszahlung vorgenommen.

• Ist die mit Ihrem Spielerkonto verknüpfte E-Mail-Adresse dieselbe wie Ihre aktuelle E-Mail-Adresse?
• -> Die bei diesem CasinoGuru Konto hinterlegte E-Mail Adresse ist eine andere. Die E-Mail Adresse, die ich bei dem Casino nutze, ist die iCloud Adresse, die ich bei der Erstellung dieser Beschwerde angegeben habe.

• Haben Sie Ihre Gewinne mit oder ohne aktiven Bonus erzielt?
• -> Alle Gewinne habe ich ohne aktiven Bonus erzielt.

Sollte es weitere Rückfragen geben, melden Sie sich jederzeit gerne.

Für Ihre Mühe bedanke ich mich im Voraus.

Mit freundlichen Grüßen

SebaFred26

Hello SebaFred26,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your response.

Could you please clarify why you requested to change the email address registered with the casino?

As I understand it, you still have access to the registered iCloud email address. Is that correct?

Thank you in advance for clarifying.

Best regards,

Attila

Hello Attila,

Thank you for your feedback.

The email address used is a still-active iCloud+ "Hide My Email" address. All messages sent to this address are automatically forwarded to my personal email address.

At other casinos in the Novatrix SRL group, the use of this type of email address has always worked without any problems so far.

Since the casino informed me that an email had been sent to me due to the rejected payout, but they refused to provide the reason either in the live chat or by any other means, I requested a change to my registered email address.

Should you have any further questions, please feel free to contact us at any time.

Best regards

SebaFred26

Hallo Attila,

vielen Dank für Ihre Rückmeldung.

Bei der verwendeten E-Mail-Adresse handelt es sich um eine weiterhin aktive iCloud+ „Hide My Email"-Adresse. Sämtliche an diese Adresse gerichteten Nachrichten werden automatisch an meine persönliche E-Mail-Adresse weitergeleitet.

Bei anderen Casinos der Novatrix SRL-Gruppe hat die Nutzung dieser Art von E-Mail-Adresse bislang stets problemlos funktioniert.

Da mir seitens des Casinos mitgeteilt wurde, dass aufgrund der abgelehnten Auszahlung eine E-Mail an mich versandt worden sei, man mir den entsprechenden Grund jedoch weder im Live-Chat noch auf anderem Wege mitteilen wollte, habe ich die Änderung meiner hinterlegten E-Mail-Adresse beantragt.

Sollten noch weitere Rückfragen bestehen, melden Sie sich jederzeit gerne.

Viele Grüße

SebaFred26

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, Munya (munya.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,

Attila

Dear SebaFred26

I am sorry to hear about the issue you are experiencing with the casino. I appreciate you bringing this matter to our attention.

I will contact the casino on your behalf and do my best to facilitate a fair and timely resolution. If any additional information or documentation is required during my assessment, I will let you know.

At this point, I would like to invite a representative from Lucky Circus Casino to join this discussion and provide their comments regarding the matter.

Dear Lucky Circus Casino,

Could you please review the player's complaint and share your comments on the issues raised? If applicable, kindly include any relevant information or evidence that may assist in clarifying the circumstances of this case.

Thank you in advance for your cooperation. I look forward to your response.