The player from Germany had successfully completed the wagering of a 50% bonus but found that her balance had dropped unexpectedly from €4150 to €1450 due to a claimed maximum payout limit of €1000, which had not been stated in the bonus conditions. Despite the casino admitting to a mistake in a live chat, she had not received her funds. The Complaints Team had reached out to the casino for clarification on the maximum win limit, but no response was received despite multiple follow-ups. The complaint had been marked as 'unresolved,' and the player was advised to contact the Curaçao/Antillephone Gaming Authority for further assistance. Eventually, after further intervention, the player confirmed that the casino acknowledged the error and she received the full amount, leading to the complaint being marked as resolved.
Lucky Circus Casino - Player's winnings are confiscated after bonus dispute.
Amount: €2,700
Lucky Circus Casino
Safety Index:HighCase closed
RESOLVED
Case summary
Hello,
I claimed a 50% bonus at the casino. €455 deposit + 50% bonus.
I adhered to all bonus conditions and after successfully completing the wagering, I had a balance of €4150. Suddenly, my balance dropped to €1450.
The Lucky Circus Casino claims the bonus supposedly has a maximum payout of €1000.
However, this is not stated in the bonus conditions. There is no mention of a maximum payout anywhere. Not in the newsletter, nor on the website. The casino admitted via live chat that they made a mistake, yet I still haven't received my money. I have screenshots of everything mentioned.
Hello redoner,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Lucky Circus Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise if your account is already verified and if yes, since when exactly?
- Can you please send a link to the exact bonus you claimed?
- When was the last communication with the casino and what was their response?
Looking forward to your answer.
Regards,
Nick
Hello,
In the meantime, the casino has reduced the amount to €1000, thus deducting a total of €3150 from my account.
My account has been verified since 10/2/24.
I received the bonus via email. In the email and on the website in the bonus terms and conditions there is nothing about a maximum win or €1000. That is a scam from the casino!
Yesterday. The casino admitted the mistake but kept the money.
Dear Redoner,
Based on the screenshots you provided and after reviewing the casino's terms, I was unable to find anything regarding a maximum win limit from a deposit bonus. I will now forward your complaint to my colleague Michal (michal.k@casino.guru), who will assist you moving forward.
Wishing you the best of luck in resolving the issue.
Kind regards,
Nick
Hello Redoner,
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.
We would like to invite Lucky Circus Casino to join the conversation.
Dear Lucky Circus Casino,
I kindly request clarification regarding the application of a maximum win limit to the player's winnings, as there was no mention of such a limit in the bonus terms and conditions. If this rule was introduced recently, I believe it should not be applied retroactively. I look forward to your clarification on this matter.
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.
Dear Redoner,
I wanted to provide you with a brief update. I have contacted the casino representative and was expecting to receive additional information; however, I have yet to obtain the details I require. I have followed up with the representative in hopes of gaining the necessary clarification. To facilitate a potential resolution, I will extend the timeline by an additional three days.
Hello,
Thank you for your work.
I am interested in a fair solution and ready to negotiate with Lucky Circus Casino.
Dear Redoner,
I had anticipated receiving information from the casino representative; however, I have unfortunately not received any updates despite my repeated requests.
Regrettably, I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curaçao/Antillephone Gaming Authority (complaints@gaminglicences.com; certria@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (michal.k@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Michal
Casino Guru
We are reopening this complaint as we have received the following message from the player:
Hallo,
Das Lucky Circus Casino hat den Fehler nun eingesehen. Ich habe den vollen Betrag erhalten und ausgezahlt.
As the player confirmed they have received the funds, we will now close the complaint as resolved.
I would like to thank both parties for their cooperation.
Dear Redoner,
Thank you for your email. I'm glad to see that our intervention helped to resolve the situation and that you received your winnings. We'll go ahead and mark the complaint as 'resolved' in our system. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Michal
Casino Guru
