Lucky Treasure Casino - Pelaajan voitot on takavarikoitu.

Hello,

I won a prize a few week ago in a tournament hosted by the provider Playson/Boongo.

I claimed the prize with a new deposit without a bonus, and then I played with that prize as I usually do. 

As it turns out, I won a nice sum of money and then made my withdrawals. A few days later, I noticed that the additional balance I had earned through my deposit and the reward had been deducted from my account. This amounts to 13,000 euros.

I would like to point out that I have competed in various tournaments on several occasions, including those organized by this provider, and have never encountered a problem like this one.

Most of the rewards are in cash, like this one, and I’ve already withdrawn amounts larger than the reward itself. In fact, that happened to me at this casino 2 month ago.

After several follow-ups, they never responded. They never provided an explanation until I contacted online support via chat. I spoke with someone and insisted that they send me an email explaining the reasons and justification for the removal of my winnings.

They just sent me a response generated by AI... I’d like to show you all of this. 

Nowhere in their terms and conditions does it state that winnings are limited to one withdrawal. As I told you, I won a prize through this tournament a few weeks ago and withdrew more than I had won. And this has also been the case throughout my many years playing at online casinos.

I’ve been trying to contact the game provider to get the details of the promotion and the applicable terms and conditions (since the ones listed by the casino aren’t there), but without success. The casino says it has contacted them and that the terms are the same for them.

It's clear that I suspect everything is a lie.

Thank you in advance for considering my request.

Sincerely,

PS : I'd like to provide more details and screenshots. Is there another way I can send them to you?

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. 

• Could you please send me a link or a screenshot of the tournament, so that we could review its Terms and Conditions?
• How much did you have to deposit in order to participate in the tournament? If you have a link or screenshots of the tournament’s Terms and Conditions, kindly forward them to me.
• Has the casino refunded your deposit, or did you receive nothing at all after the confiscation?

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,

How do I send screenshots privately?

I have deposit around 2000+

They let me withdraw the bonus without spending a single extra euro. Not even the last deposit I used to place a bet and claim the bonus. (500-euro deposit)

Hello,

I’m following up on this.

Could you please send me an email so I can send you the rest of the required documentation?

Dear Totop,

Thank you for your reply. You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Thank you for your patience and cooperation.

Hello,

I sent my emails a few days ago.

I'm just posting this to avoid a timeout, haha!

Hello,

I’ve been browsing your forum and I have a question. Do you have any real leverage over casinos that abuse their position? Do you have any way to put me in touch with game providers? 

I’m asking because I really think I’m being taken advantage of by the casino.

I’ve just filed a complaint with you for now, but please let me know how optimistic—or not—you are about resolving the issue.

It's a significant amount, and I'd like to avoid wasting time for fear of losing evidence or something else

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, Michal (michal.k@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

Hello Totop,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

As per your questions:

Do you have any real leverage over casinos that abuse their position? Do you have any way to put me in touch with game providers?

While Casino Guru is a respected and recognized authority within the online gambling industry, we do not possess any legal power to enforce decisions against casinos or to enforce payments.

Furthermore, although tournaments are often organized and sponsored by game providers, your contractual relationship is generally with the casino rather than the game provider. Such tournaments are typically made available only through selected casino partners and to their customers. Consequently, when participating in a tournament through a casino, the casino's terms and conditions generally apply.

Game providers may have separate agreements with casinos governing the operation of promotional campaigns and tournaments, and these arrangements can vary from one operator to another. However, as I do not have all the specific details of your case, I am unable to provide a more definitive assessment.

While you are certainly free to contact the game provider directly, it is highly unlikely that they would pay you the winnings themselves. As you do not have a direct contractual relationship with the provider, there is generally no legal basis upon which you could require them to make the payment directly to you.

Although I can imagine this is not really the response you have hoped for, I hope this general information provides some useful insight.

We would like to invite Lucky Treasure Casino to join the conversation.

Dear Lucky Treasure Casino,

Please provide a detailed breakdown of the sequence of events in this case, together with the specific publicly accessible terms and conditions that you believe apply to the situation. In particular, we would appreciate details regarding how the player was informed that, should they use the tournament winnings for subsequent gameplay, any winnings derived from those funds—which would, from the player's perspective, appear to constitute real-money funds—would not be eligible for withdrawal.

Should there be any information or supporting evidence that is not suitable for public disclosure, please forward it directly to me at michal.k@casino.guru for an independent review.

Thank you in advance