The player from North Rhine-Westphalia faced issues with a withdrawal request of €130.20, which was canceled due to the casino's policy of confining withdrawals to €50 from a bonus. After successfully meeting the wagering requirements and attempting to address the issue with the support team, he did not receive any responses. The Complaints Team facilitated communication with the casino, which acknowledged an internal error that led to the mistaken removal of the winnings. The full amount was restored to the player's account, and the complaint was marked as resolved.
Lucky Hunter Casino - Player's withdrawal has been reduced.
Resolved
Our verdict
Case closed
Amount: €80
Lucky Hunter Casino
Safety Index:HighCase summary
Discussion
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6 months ago
Translation
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
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6 months ago
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 [email protected]. 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
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6 months ago
Translation
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
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6 months ago
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Hello Kristina,
When will this continue?
greeting
hottemanne
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6 months ago
Thank you very much for your cooperation. I will now transfer your complaint to my colleague Kubo ([email protected]) 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.
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6 months ago
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
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6 months ago
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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.
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5 months ago
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.
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5 months ago
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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
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5 months ago
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
