LuckyHills Casino - general discussion (page 2)

I got ripped off and scam my both there casino. Luckylhill and winspirit.

I dont trust them they ripped me off on lives and slot as for the sisters session they run. To i got robɓ

Okay, could you please tell me in more detail what happened?

Well they ripped me off took my money when they cancel bet

Well, I’ve read a bit of the complaint; maybe that’ll be wiser.

We weren’t able to resolve it, which I’m definitely sorry about.

I wish it were different. 🙁

In all honesty after spending thousands with these guys I got no extra bonus spins. Which is why I wish to not use them anymore.

Oh, I'm sorry you feel this way but on the other hand it's totally understandable.

Anyway, the thing is, casinos don't have to offer bonuses for players if they don't want to. 😕

So, maybe it's also your case. But after spending thousands we can say it's not very user friendly.

Hope you find a casino where you can get more bonuses. 🙂

Dear Casino Guru Team:

I am contacting you to request your help and mediation in a dispute with LuckyHills Casino, as I consider the casino's decision to block and close my account and refuse to pay my balance to be completely unjustified.

I want to point out that my account had already been successfully verified previously. Furthermore, this wasn't my first transaction with the casino: I had made several deposits and withdrawals before without any issues.

This time I made a deposit of €200 using Bitcoin (BTC). I played exclusively with my own money, without using any bonuses, promotions, or bonus funds.

After playing normally and legitimately, I managed to reach a balance of approximately €434.

However, LuckyHills Casino subsequently decided to block my account, prevent me from withdrawing my money, and ultimately close the account. The only justification they provided was a reference to article 12.18 of their Terms and Conditions, but they did not clearly explain what specific action I had taken to violate this rule, nor did they provide any evidence to justify the confiscation of my funds.

I find this decision particularly difficult to understand, given that my identity was already verified and the casino had previously accepted my deposits and processed my withdrawals. My account had been functioning normally until now.

I want to clarify the following facts:

My account was already verified.

I had already made several deposits and withdrawals previously.

This time I deposited €200 using BTC.

I only played with my own real money.

I didn't use any bonus or promotion.

I got a balance of approximately €434.

The casino blocked and subsequently closed my account.

He refuses to pay my balance, citing only article 12.18, without explaining specifically what I did to violate it or providing evidence to justify his decision.

I am not trying to claim any bonuses or winnings obtained through promotions. I am simply requesting to be paid the money I earned playing with my own funds.

Therefore, I respectfully request that Casino Guru review my case and mediate with LuckyHills Casino, asking the casino to explain in a concrete and transparent manner what the alleged infraction is and what evidence they have to justify the confiscation of my balance.

I believe that if the casino intends to withhold my funds, it should be able to clearly demonstrate which rule I have violated and why it applies in my case, especially considering that my account had already been verified and that I had previously made deposits and withdrawals without incident.

I request that I be allowed to recover the €434 balance that I consider legitimately obtained.

I can provide proof of previous deposits and withdrawals, proof of the €200 BTC deposit, documentation of my account verification, screenshots of my balance, and all communications with LuckyHills Casino.

Thank you so much for studying my case and for any help you can offer me to reach a fair solution.

Sincerely

Nery Gonzalez

A reference to article 12.18 alone doesn’t explain why LuckyHills is withholding your €434 balance. From a fairness perspective, we would expect a clear basis for confiscating funds, even if the casino decides to close an account.

Could you share the exact message in which they cited this clause, with your personal details hidden? It would help us understand whether they explicitly stated that the balance was confiscated or mentioned any arrangements for returning it.

When was your account closed, and which games were you playing before this happened?

Your complaint is currently waiting for review. Our complaints team will assess your submission and ask you directly for any additional information they need. You’re welcome to keep us updated here as well.

Hello Jaroslav,

As things stand, I have been defrauded of €1000 by LuckyHills and urgently need support.

I deposited €1000 into the platform on October 2nd, 2026, and unlike other, smaller deposits, this was not credited immediately but left as "deposit in process".

Four days later, the processing status is still the same, and the money hasn't been credited to my Lucky Hills account. I've been contacting support for days and keep getting the same automated response that the transaction is being reviewed and hasn't been processed, or something similar. I've spoken to my bank, and they ASSURED ME that the money was successfully transferred and credited. Now I feel like support is lying to me, and they're still holding onto my money, even though I've repeatedly requested a refund or cancellation. Unfortunately, still no luck. What exactly can I do now? I urgently need my money back.

Please help! Best regards, William

Having €1,000 leave your bank account without appearing in your casino balance is understandably worrying, especially when support keeps giving you the same response. At this stage, though, we can’t establish whether this is a payment processing problem or something else.

Which payment method did you use, card, bank transfer, or another service? Have you sent the casino your bank’s confirmation and the transaction reference?

Ask support to have its payment team trace this specific deposit and confirm whether it will be credited or returned. Your bank’s confirmation is useful evidence, but the casino still needs to reconcile the payment with your account.

Since it has been four days, give them some time to investigate, and avoid making another deposit to try to fix it. If the money remains missing after 14 days, we can look at escalating it through our Complaint Resolution Center.

Thank you for your feedback! The deposit was made via bank transfer (instant transfer). I provided Lucky Hills with all the necessary information (payment ID, transaction ID, screenshot of the transfer). Customer service is ignoring me or only sending automated replies. I know for certain that the money has already been received by Lucky Hills; my bank has confirmed this. So, they are either withholding the money or trying to defraud me. I urgently need help, and something must be done promptly. Thank you.

You’ve already provided the information needed to identify the transfer, so I understand why another generic response feels inadequate. Your bank’s confirmation is relevant evidence, and the casino should explain why the deposit still hasn’t appeared in your account.

However, we can’t establish from this alone that the money is being deliberately withheld. The payment may still need to be matched to your casino account, even after reaching the recipient.

If you haven’t already done so, send a written request for this to be escalated to the payments team, asking for a case reference and a specific update on your request to return the €1,000.

I appreciate that you need a prompt resolution, but we cannot release the money ourselves or guarantee immediate intervention. The timeframe I mentioned still applies; please let us know if they provide a concrete explanation or return the funds.

Thanks again for your reply! Unfortunately, support has completely stopped responding to me and I'm no longer receiving any emails from them. Which written escalation request are you referring to? I've already contacted support multiple times via chat and email to request that they take action, but nothing is happening. I've also filed an official complaint on the Casino Guru platform, but so far, I haven't received a response.

LG

I urgently need support in the form of escalation. This is clearly a fraud attempt. I will contact the gambling regulator and the press as soon as possible.

Unfortunately, support continues to actively refuse to respond to me. At this point, I'm certain Lucky Hills is attempting fraud. Therefore, I request that I file an official complaint to avoid wasting any more time. I urgently need my money back.

Hello, I understand this frustration. Let me fairly say that this casino is pretty young and, as our own review informs, has more complaints from players yet all are resolved thus far. Therefore, I recommend being patient and allowing the team to address your complaint request first. It is important to keep in mind that young and smaller casinos may be more disorganized and less efficient compared to what you are probably used to. Yet for now I would not trouble myself with possible frauds; lack of explanation may also have different causes.

Let's stay in touch, shall we?

Thank you for your reply. The fact that the support team is trying to brush me off, and that my bank has confirmed the money has already been transferred and credited, leads me to conclude that Lucky Hills is attempting to defraud me. I also called their bank in Cyprus and received confirmation that the money was successfully delivered. I don't want to waste any time and intend to take direct action against this platform. I will not cooperate with criminal online casinos based in unregulated foreign countries. If I am denied assistance, I will appeal to a higher authority and report that I have also received no help on forums. This is unacceptable.

I see where this is coming from.

For casinos that do not have your local license, it is usually necessary to use a chain of payment providers, with the casino's account at the end of that chain. This is how many offshore casinos allow players from different countries to deposit and withdraw, which can lead to similar issues. Money could have been sent, but it may not have been fully processed yet. I'm just saying that if you have such concerns, which is ok, please consider using a casino licensed in your country. based on your account setting, you seem to come from Germany, which is a very regulated market with very strict rules and direct payment transfers.

Therefore, we cannot immediately investigate international payments or help you with missing deposits in offshore casinos, as stated in the complaint and our instructions. I'm sorry, and I respect your opinion.