Lucky Hunter Casino - Pelaajan kotiutusta on pienennetty.

Dear Guru Team,

As uncomfortable as it is for me, I unfortunately have to ask for your help again.

The following is the situation: On July 8, 2025, I received a deposit offer via email from Lucky Hunter Casino for a 300% bonus, minimum deposit €30, wagering 40 times.

I took advantage of this offer that same day with a deposit of €30.15. It was my third deposit at this casino.

Consequently, I had to wager €3618.15, which I surprisingly managed. After successfully wagering, I played a few more rounds and then, after successfully verifying my account,

To request a withdrawal of the real money amounting to €130.20. So far, so good.

Apparently, the casino "rewarded" me for this "success" with 20 no-deposit free spins, which I initially ignored. Only after I requested a withdrawal of my winnings and my real money was pending did I play the no-deposit spins, without success.

Shortly afterwards, I received an email informing me that my withdrawal of €130.20 had been canceled because the maximum withdrawal for this bonus is €50. The missing €80.20 had been "confiscated"...

My emails to the casino's support team have not been answered to this day. This clearly shows how much the Hollycorn/Dama association doesn't value its customers.

To my knowledge, this regulation applies to no-deposit bonuses and not to the deposit bonus I used

After all, who would pay in €30 just to be able to withdraw a maximum of €50 at the end, after a turnover of an incredible €3600?!

By the way, shortly after the email informing me about the partial "confiscation" of my winnings, I received another email informing me that I was barred from further no-deposit bonuses until the coefficient changed. And this was after the third(!) deposit, which the casino then offered me. Unbelievable, I can't think of anything else to explain this behavior.

One more question: is it advisable to withdraw the €50 available for withdrawal now or should I leave it in my account until the problem is resolved?

Screenshots of the situation can be found in the appendix.

Best regards

hottemanne

Geschätztes Guru Team,

so unangenehm es mir auch ist, aber ich muss euch leider schon wieder um eure Hilfe bitten.

Folgender Sachverhalt: Am 8.7.2025 bekam ich vom Lucky Hunter Casino ein Einzahlungsangebot per E-Mail über einen 300% Bonus, Mindesteinzahlung 30€,40 x umsetzen. 

Dieses Angebot nutze ich am selben Tag mit einer Einzahlung von 30,15€. Es war meine dritte Einzahlung in diesem Casino.

Demzufolge musste ich 3618,15€ umsetzen, was mir überraschenderweise auch gelang. Nach erfolgreicher Umsetzung spielte ich noch wenige Runden weiter um dann, nach erfolgreicher Verifizierung meines Accounts, eine 

Auszahlung des Echtgelds in Höhe von 130,20€ zu beantragen. So weit, so gut.

Offenbar "belohnte" mich das Casino für diesen "Erfolg" mit 20 no-deposit- free spins, welche ich zunächst ignorierte. Erst nachdem ich die Auszahlung meines Gewinns beantragte und sich mein Echtgeld in der Warteschleife befand, spielte ich die no-deposit Spins runter, ohne Erfolg. 

Kurze Zeit später wurde ich per Mail darüber informiert, dass meine Auszahlung über 130,20€ storniert wurde, weil die maximale Auszahlung für diesen Bonus 50€ beträgt. Die fehlenden 80,20€ wurden "beschlagnahmt"...

Meine Mails, die ich daraufhin an den Support des Casinos schrieb, wurden bis heute nicht beantwortet. Das zeigt für mich dann auch, wie der Hollycorn/Dama-Verein seinen Kunden schätzt, offensichtlich gar nicht.

Meines Wissens nach bezieht sich diese Regelung auf no-deposit-Boni und nicht auf den von mir genutzten Einzahlungsbonus

Denn wer bitte zahlt 30€ ein um am Ende maximal 50€ auszahlen zu können, nach einer Umsetzung von unglaublichen 3600€?!

Übrigens kam kurz nach Mail in der ich über die teilweise "Beschlagnahmung" meiner Gewinne informiert wurde, eine weitere Mail, in der ich darüber informiert wurde, dass ich für weiter no-deposit-Boni solange gesperrt bin bis sich der Koeffizient verändert. Und das nach der dritten(!) Einzahlung, die mir dann auch noch von Casinoseite angeboten wurde. Unglaublich, mehr fällt mir zu dieser Vorgehensweise nicht mehr ein.

Eine Frage noch, ist es ratsam, die zur Auszahlung verfügbaren 50€ jetzt auszahlen zu lassen oder soll ich sie im Account lassen bis sich das Problem gegebenenfalls gelöst hat?

Screenshots zum Sachverhalt findet ihr im Anhang.

Beste Grüße

hottemanne

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.

• Could you please post a screenshot of your withdrawal history here in this thread?
• Do I understand correctly that you didn't win anything with the no-deposit bonus free spins?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

Lastly, for now, I would recommend leaving the balance as it is to prevent any unexpected issues.

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,

Kristina

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello Kristina,

Attached you will find a screenshot of the payout history.

And yes, I didn't win any money from the no-deposit free spins I received after wagering the deposit bonus. I earned the winnings of €130.20 by wagering the deposit bonus.

Best regards

hottemanne

Hallo Kristina,

anbei finden Sie einen Screenshot des Auszahlungsverlaufs.

Und ja, aus den no-deposit-free spins, die ich nach Umsetzung des Einzahlungsbonus erhalten habe, wurde kein Gewinn erzielt. Den Gewinn in Höhe von 130,20€ erzielte ich durch Umsetzung des Einzahlungsbonus.

Beste Grüße

hottemanne

Hello Kristina,

When will this continue?

greeting

hottemanne

Hallo Kristina,

wann geht es hier denn weiter?

Gruß

hottemanne

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Thanks

Danke

Dear hottemanne,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Lucky Hunter Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Lucky Hunter Casino,

Could you please provide a detailed explanation of this case, specifically regarding the reasons for voiding a portion of the player's winnings?

According to your Bonus Terms & Conditions, the maximum win of €50 applies to NON-DEPOSIT bonuses. However, applying this limit to a 300% deposit bonus - with a 40x wagering requirement and a maximum bonus amount of €200 - raises serious concerns.

To illustrate, if a player were to fully utilize the bonus by depositing €200, they would be required to wager 3 x 200 x 40 = €24,000 to potentially withdraw only €50. Such a structure appears unreasonable and inconsistent with fair bonus practices, and generally does not make sense at all.

We would appreciate a comprehensive response to help us conduct a transparent and fair review of the situation.

Thank you in advance for your cooperation.

Best regards,

Kubo

Hello Kubo, I'm also pleased to meet you and thank you for your support with my issue. The current status is that the casino's support hasn't responded to my inquiry even after 14 days.

Hallo Kubo, auch ich freue mich Sie kennenzulernen und bedanke mich für die Unterstützung bei meinem Problem. Der aktuelle Stand ist der, dass der Support des Casinos auch nach 14 Tagen nicht auf meine Nachfrage reagiert hat.

Dear hottemanne and Kubo,

Thank you for bringing this matter to our attention.

After carefully reviewing the situation, we can confirm that the winnings were mistakenly removed due to an internal error. We sincerely appreciate the opportunity to re-examine the case, and we have already taken corrective action. The full amount that was previously deducted has now been restored to the player’s account.

We remain committed to fair play and transparency, and we’re grateful this issue was highlighted so it could be properly addressed.

Dear Casino Representative,

Mistakes happen, no problem.

But support that doesn't respond to my emails in which I described the situation in detail for 18 days is a problem.

I find this kind of behavior disrespectful, brazen, and outrageous. This behavior has absolutely nothing to do with fair play and transparency. If I hadn't asked Casino Guru for help, I probably would never have received a response from you.

The least I would have expected would have been an apology. Fair, customer-friendly casinos would have offered the customer some kind of compensation after such a faux pas and an endless period of uncertainty. They act as if the whole process were the most normal thing in the world for their casino. Fair and transparent definitely can't be done in a different way.

greeting

hottemanne

Geschätzter Vertreter des Casinos,

Fehler passieren, kein Problem.

Aber ein Support, der 18 Tage lang gar nicht auf meine Emails, in denen ich ausführlich die Situation beschrieb, reagiert, ist ein Problem. 

So etwas empfinde ich als respektlos, dreist, unverschämt. Mit Fairplay und Transparenz hat dieses Verhalten rein gar nichts zu tun. Hätte ich Casino Guru nicht um Hilfe gebeten, wäre von Ihnen vermutlich nie eine Reaktion gekommen.

Das Mindeste, was ich erwartet hätte, wäre eine Entschuldigung gewesen. Faire kundenfreundliche Casinos hätten zudem nach solch einem Fauxpas und einer endlosen Zeit der Ungewissheit dem Kunden irgendeine Art der Entschädigung angeboten. Sie tun so, als sei der ganze Vorgang das normalste der Welt für ihr Casino. Fair und transparent geht definitiv anders.

Gruß

hottemanne

Dear Lucky Hunter Casino,

Thank you for your prompt review, acknowledgment of the internal error, and swift resolution of the issue.

Dear hottemanne,

I fully understand and agree that the casino should have addressed your concerns much sooner, especially considering your prior attempts to make contact. While the casino may choose to offer compensation as a gesture of goodwill, it is not obligated to do so, and we do not request or pursue compensation beyond the amount directly in dispute.

That said, I’m pleased we were able to assist in recovering the funds that were unjustly voided and now I will proceed to mark the complaint as "resolved" in our system.

Thank you for your cooperation throughout the process. Should you face any issues with this or another casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re here to help.

We hope your experience with our service was a positive one. While we don’t charge any fees or accept gratuities, your feedback is extremely valuable to us. If you have a moment, we’d sincerely appreciate it if you could share your experience on Trustpilot:

Your honest review - along with any suggestions for improving our complaint resolution process - will not only help us, but also assist others seeking support in similar situations.

Thank you in advance for your time and feedback.

Best regards,

Kubo