Lucky Circus Casino - Das Spielerkonto wurde geschlossen.

Ladies and Gentlemen

I am asking for your help.

On March 23, 2026, I played a second deposit bonus (100% up to 500 euros) at the "Lucky Circus" casino.

I won with the bonus money and then immediately put it into practice.

After that, I successfully verified my identity.

Today, March 25, 2026, I wanted to have my winnings paid out. I have submitted the request.

A few hours later, I suddenly can no longer log in. (with the message: "Your account has been deactivated.")

I contacted them via live chat, where they told me I had been blocked and that, according to the terms and conditions, they could not provide me with any further information.

Please help me, thank you very much.

Kavaloa

Sehr geehrte Damen und Herren,

ich bitte Sie um Hilfe.

Ich habe am 23.03.2026 im Casino "Lucky Circus" einen zweiten EInzahlungsbonus (100% bis 500 Euro) gespielt.

Mit dem Bonusgeld habe ich gewonnen und diesen dann sofort umgesetzt.

Danach habe ich mich erfolgreich verifiziert.

Heute am 25.03.2026 wollte ich mir den Gewinn auszahlen lassen. Diesen habe ich beantragt.

Ein paar Stunden später, kann ich mich auf einmal nicht mehr einloggen. (mit dem Hinweis: "Ihr Konto wurde deaktiviert.")

Ich habe mich im Livechat gemeldet, hier sagte man mir, das ich gesperrt wurde und mir laut Geschäftsbedingungen keine Auskünfte dazu gegeben werden kann.

Bitte helfen Sie mir, ich bedanke mich herzlichst.

Kavaloa

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Lucky Circus Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please advise how long you were a player at the casino?
• When did you accept the bonus, and when did you verify your identity?
• What games did you play to accumulate your current balance in the casino? (which slots, live/table games, betting on sports)
• Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Dear Tomas,

I was just checking my account.

That's when I saw that the casino had transferred the money.

Very strange behavior from the casino.

When I inquired at the casino (live chat), they could have told me that I would receive the payout but would be blocked.

Instead, they said: "According to our terms and conditions, we do not provide any information."

So it all worked out well.

Thank you very much.

A wonderful time.

Kavaloa

Lieber Tomas,

ich war gerade auf meinem Konto.

Da habe ich gesehen, das das Casino das Geld überwiesen hat.

Sehr komisches Verhalten vom Casino.

Bei meiner Nachfrage im Casino (Livechat) hätte mir doch gesagt werden können, das ich die Auszahlung bekomme aber gesperrt bin.

Statt dessen wurde gesagt: "Wir geben laut unseren Bedingungen keine Auskünfte"

Also hat sich das ins gute Aufgelöst.

Ich bedanke mich herzlichst.

Eine wunderbare Zeit.

Kavaloa

Thanks for your reply.

In order for us to confront the casino, we require evidence of the incident.

Kindly share a screenshot of the message you receive when attempting to log in and your communication with the casino regarding the account closure.

Send this information to my email at tomas@casino.guru for review.

Thanks in advance for your cooperation.

Dear Tomas,

You misunderstood my last message!!

The casino transferred the money to me!

I wrote that to you.

Even though I was banned.

Suddenly the money had been transferred.

So that's settled then!!

Thank you for your help.

Warm regards

Kavaloa

Lieber Tomas,

Sie haben meine letzte Nachricht "falsch" verstanden!!

Das Casino hat mir das Geld überwiesen!

das habe ich Ihnen geschrieben.

Obwohl ich gesperrt wurde.

Auf einmal war das Geld überwiesen.

ALso hat es sich erledigt!!

ich bedanke mich für Ihre Hilfe.

Herzliche Grüße

Kavaloa

Hello kavaloa,

We would like to update you that due to Tomas, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Tomas has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Tomas will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear CasinoGuru,

The case is closed!!!

I already wrote that to you twice above!!

The casino paid for everything!!

Thank you very much for your help.

Warm regards

Kavaloa

Sehr geehrtes CasinoGuru,

der Fall ist abgeschlossen!!!

das habe ich Ihnen oben zweimal geschrieben!!

Das Casino hat alles bezahlt!!

vielen Dank für Ihre Mithilfe.

Herzliche Grüße

Kavaloa

Dear kavaloa,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. 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 https://www.trustpilot.com/evaluate/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,

Tomas

Casino.Guru