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

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.

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

Hello,

I received the bonus offer via email.

I had to enter the code SHOW125 and deposited 75.00 EUR.

I deleted the 125% bonus. I only played the 50 free spins worth €1.00 each.

After fulfilling the sales requirements, I had €1086.81 as a withdrawable credit balance.

Then I paid out 500.00 EUR.

The remaining amount of EUR 586.81 was then deleted.

The winnings from the free spins were limited to €500.00 according to the terms and conditions.

Question: Why was my deposit of €75.00 also deducted?

greeting

Hamster cheek

Hallo,

ich habe das Bonusangebot per E-Mail erhalten.

Ich musste den Code SHOW125 eingeben und hatte 75,00 EUR eingezahlt.

Den 125% Bonus hatte ich gelöscht. Ich habe nur die 50 Freispiele á 1,00 EUR gespielt.

Nach Erfüllung der Umsatzbedingungen hatte ich 1086,81 EUR als auszahlbares Guthaben.

Danach habe ich 500,00 EUR ausgezahlt.

Der Restbetrag in Höhe von 586,81 EUR wurde daraufhin gelöscht.

Der Gewinn bei den Freispielen war auf 500,00 EUR begrenzt lt. Bedingungen.

Frage: Warum wurde meine Einzahlung in Höhe von 75,00 EUR auch abgezogen?

Gruß

Hamsterbacke

Thank you for your reply.

Could you please specify when exactly you cancelled the 125% bonus? Was it before you placed any wagers, or did you cancel it while the bonus was already active and you had already started completing the wagering requirements?

Hello,

The bonus was cancelled immediately after it was received.

greeting

Hamster cheek

Hallo,

der Bonus wurde gleich nach Erhalt storniert.

Gruß

Hamsterbacke

Did you see an option to cancel the 125% monetary bonus while keeping the free spins as a separate part of the promotion?

The screenshot you sent does not show the bonus being cancelled, but rather fully wagered. Therefore, to continue with our investigation, please request that the casino provide your full gaming history in Excel format, starting from the moment you activated the bonus up to the point when your winnings were capped at €500, and then forward it to me at veronika.f@casino.guru.

Thank you in advance for your cooperation.

Dear Hamsterbacke,

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,
Veronika
Casino.Guru