Lucky7even Casino - Pelaajan kotiutuspyyntö hylätään toistuvasti.

So my 5000NOK withdrawal was rejected. When it was only 500NOK was returned to mye account. Here is a sort off timeline over the whole case:

1. I received no-deposit free spins
2. i received ca. 33NOK from those spins
3. Im lucky and I win around 3500NOK (while I’m still wagering the bonus)
4. when I’m done wagering, my balance goes from 3500NOK to 500NOK. That is fair, I know the max win from that type of bonus is 500NOK
5. I request a withdrawal and it was rejected. The casino said I had to use bank transfer. Minimum limit for bank transfer is 600NOK
6. I think okay, I’m done with the wagering and my balance says it’s fully raw. So I win so my balance says 600NOK and I tried to withdraw
7. after some waiting I got impatient and gambled my balance on slots and won 5000NOK
8. i tried to withdraw, and they rejected it just a few hours after and deleted 4500NOK
9. I have chat transcripts from when I’m telling them these winnings was made fair and square with a balance that was fully withdrawable.
10. they keep refusing and not working with me telling me the same thing over and over again
11. i at least tried to withdraw my 500NOK that I got back after the told me card withdrawal magically worked again.

please help me casino guru, you are my only hope. Please tell me I’m not insane for thinking this is unfair treatment?

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Were your initial winnings of 3,500 NOK reduced to 500 NOK immediately after you finished wagering the bonus?
• Were you able to submit a withdrawal request for 500 NOK, or was it not possible at all due to the minimum limit for bank transfers?
• Did you contact the casino’s customer support after finding out that you couldn’t use the bank transfer option because of the minimum withdrawal limit?
• Am I correct in understanding that your balance has been reduced to 500 NOK on two separate occasions?
• Have you made any deposits into this casino yet?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hello Veronika

thank you so much for taking the time to help me!

I will do the best I can to answer these questions

• yes, my balance while wagering the bonus was either 3.500NOK or 4.500NOK (not entirely sure on this amount but inbetween for sure) immediately after I was finished wagering the bonus my balance was reduced to 500NOK real balance.
• I was not able to submit a bank transfer withdrawal due to the minimum limit. I tried first to submit a withdrawal to the card used to deposit. This was rejected and was told to use bank transfer.
• No I did not. I was under the impression this was impossible due to the minimum for bank transfer being 600NOK
• Yes that is correct, two times
• Yes I have. Seven deposits in total with the first being 9. of may 2025. In total I have deposited 1900NOK. Never made a withdrawal

Any updates?

Thank you very much, Sandski, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Okay thank you! Should I communicate with him directly by email?

Hello Sandski,

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

We would like to invite Lucky7even Casino to join the conversation.

Dear Lucky7even Casino,

Could you please provide clarification regarding the confiscation of the winnings that the player obtained after previously successfully wagering the bonus and after the first winnings adjustment? Was the player informed in any way (such as through a rule quotation, pop-up notification, in-game message, etc.) that these winnings would be capped/confiscated, despite the fact that the maximum win cap for the bonus play had already been applied previously, and the 600NOK should at this stage be considered real money?

If there are any important factors affecting this situation that cannot be disclosed publicly, I would appreciate it if you could share them with me directly at michal.k@casino.guru or via Teams

Dear Michal,

We appreciate your patience while we completed the review of this case.

After a thorough check, we can confirm that the winnings were generated from the 20 free spins the player received. As stated in our Bonus Terms & Conditions, the maximum cash out from free spins is 500 NOK, which is why the balance was adjusted accordingly. Even after wagering was completed, as this limit applies to the bonus as a whole the same cap continued to be applied.

Regarding the 500 NOK withdrawal request, we apologise for the inconvenience caused. It appears the transaction did not process successfully due to a technical issue, even though it was initially approved. We have therefore contacted the player via email to resubmit the withdrawal via bank transfer to the previously verified IBAN so that our payment team can complete it as soon as possible.

Our payment support team should have already been in touch regarding this, but if any further help is needed, we will be happy to assist.

Kind regards,

The Lucky7even team

Dear Lucky7even team,

Thank you for your response and for the clarification.

Dear Sandski,

Can you please confirm if the matter has been clarified to you?

Yes, I’m not happy with the outcome but if this is how it has to be so be it

Dear Sandski,

Thank you for your response. I am in ongoing discussions with the casino team to find a suitable resolution. I will provide you with an update as soon as new information becomes available. I appreciate your patience in the meantime. Please let me know once you receive at least the 500NOK for now.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

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

Dear Sandski,

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,

Michal

Casino Guru