Lucky Circus Casino - Ο παίκτης δεν έλαβε ακόμη τα κέρδη του.

I am currently in an ongoing dispute with Lucky Circus Casino regarding withheld winnings.

Before using the Arcane Month bonus, I contacted live chat multiple times to confirm whether there was any maximum cashout limit. I was clearly told there was no limit and to proceed as usual. I have screenshots of this confirmation.

They rejected my withdrawal request twice stating various reasons from needing to upload documents that I had already uploaded and was fully verified before i put in the withdrawal request. To technical error stating they didn't cancel it. Very contradicting answers from them, very sketchy.

After wagering was completed and winnings were generated, the casino stated there was a €1,000 withdrawal cap and canceled the remaining balance. This contradicts the information provided by their own support before play.

The matter is now under dispute and has been escalated, with evidence provided.

I had asked multiple times during chat if there was a max cash out for the Arcane Month bonus. They said there was no maximum cashout and proceed as usual, I reconfirmed this by chat they said yes. I have scree shots to prove this. So after rejecting my withdrawal request twice with multiple different excuses, they now tell me the bonus has a max cash out. This is unacceptable and am requesting the amount of 2302 be reinstated and paid in full. I have all evidence to back this up.

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.

Dear Caprevost,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Caprevost,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Caprevost,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Karla
Casino.Guru