Lucky Circus Casino - Die Einzahlung des Spielers wurde einbehalten.

Hello,

I received free spins with a deposit of €75.00 and won some money from them. According to the bonus terms and conditions for the free spins, a maximum win of €500.00 was possible. I had won €1086.81 after fulfilling the wagering requirements and withdrew €500.00. Afterwards, the casino reset my account balance to €0.00. I expected €75.00 to remain in the account, i.e., the amount of my deposit. I don't understand why the deposit is included in the winnings. Otherwise, with a €75.00 win, after deducting the deposit, there would be €0 left! Unfortunately, the casino is not responding to my email.

Thanks and regards

Hamster cheek

Hallo,

habe mit einer Einzahlung in Höhe von 75,00 EUR Freispiele erhalten und daraus einen Gewinn erspielt. Gemäß Bonusbedingungen zu den Freispielen war ein maximaler Gewinn von 500,00 EUR möglich. Ich hatte 1086,81 EUR nach Erfüllung der Umsatzbedingungen erspielt und 500,00 EUR ausgezahlt. Danach wurde der Kontostand auf 0 EUR durch das Casino gesetzt. Ich hätte erwartet, das noch 75,00 EUR auf dem Konto verbleiben, also der Betrag meiner Einzahlung. Das die Einzahlung zum Gewinn dazu zählt verstehe ich nicht. Ansonsten wäre ja bei 75,00 EUR Gewinn nach Abzug der Einzahlung 0 EUR übrig! Leider reagiert das Casino nicht auf meine E-Mail.

Danke und Gruß

Hamsterbacke

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please send me a link or a screenshot of the bonus you activated and played with? Where did you find this bonus—was it sent to you via a promotional email, available on the casino’s website, or from a third-party website?
• Did you need to use any code to activate this bonus?
• Did you wager your deposit before you started playing with the free spins?
• Were your funds displayed separately as real-money and bonus balances, or was your entire balance shown as one while the bonus was active?

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

Best regards

Veronika