Blind Luck Casino - プレイヤーの引き出しは没収されました。

This is BY FAR the worst casino i EVER witnessed! I deposit in total more then 1250 euro at a moment and LITTERLY begged them to close my acccount but the maximum period is 30 days however i mentioned to them i have a big gambling problem and i want to stop gambling but that was pure to close my account but the litterly avoid it.

Anyway 1 day i deposit 30 euro and received 150% bonus. I played with my first bet so the real money a bet of 20 euro! And i won 150 euro or something. I kept playing because i have to wager the bonus and i have 900 euro but after wagering i had 180 euro left because that was a bonus rule that you can win max x150% but ok those or the rules. So keep it mind the deducted 600 euro and the 180 euro is REAL MONEY at that moment. I played and played and guess what i won 1000 euro. I wanted to witdraw but i had to verify first. I did and then i made a withdraw. So waiting and in the meanwhile my balance was 0 and i made a deposit total of 300 euro today without bonus. And i won 597 EUR but i had to wait for the approval of 1000 euro first before next withdraw. So i ask for deposit limit and week closure otherwise i would play and gues what they said now.

´´ Dear Gino

We would like to inform you that your withdrawal has been cancelled and the amount of €1,567.15 has been removed from your balance due to the breach of the following Terms & Conditions:

A.3 The maximum Bet amount which you can place while you have an Active Bonus is 5 EUR / 5 USD / 7.5 CAD / 7.5 AUD / 7.5 NZD / 25 BRL per spin/bet (or currency equivalent). Spins/bets higher than 5 EUR / 5 USD / 7.5 CAD / 7.5 AUD / 7.5 NZD / 25 BRL will not count towards the bonus wagering requirements and any potential winnings will be forfeited.

Please note that the amount of your deposit (€30.00) remains in your balance.

Do not hesitate to contact us in case you require any assistance.

Kind regards,

Customer Support Team ´´

WTF so i wager and i already lost 600 euro then with the 180 euro i win 1000 euro that i withdraw. Then i never used any bonus with my 300 euro of deposits today then i win almost 600 euro and now you remove AL my balance instead of the first deposit of 30 euro!

There are so many rigged and fraud stuff that can not be serious!

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 GinoS,

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

I have reviewed the bonus Terms & Conditions and found the following rule:

"1.3 The maximum bet amount you can place while you have an Active Casino Bonus is €5 per spin/bet. Spins/bets higher than €5 will not count towards the bonus wagering requirements and any potential winnings will be forfeited."

Our position on this matter is explained in our Fair Gambling Codex:

https://casino.guru/fair-gambling-codex-for-casinos#max-bets

The max bet rule is considered an industry standard, as is the casino’s right to confiscate winnings obtained from bonus play after breaching this rule. Therefore, we generally do not penalize casinos for enforcing the maximum bet rule.

However, if you believe you have been accused mistakenly, please feel free to forward your game history along with a link to the specific bonus you redeemed and played. You can send this information to my email address: petra.h@casino.guru.

• Regarding your self-exclusion attempt, did you clearly inform the casino about your gambling problem? Could you please forward the account closure requests you sent to the casino?
• Additionally, if there is any other relevant communication between you and the casino, kindly include that as well.

Thank you in advance for your reply.

Best regards,

Petra

This was the first deduction and to be honest this was correct because this is what the bonus offered of a max payout of 150% of your deposit so i get this one.

I made the 1000 euro withdraw just before this. Keep in mind it's real balance at this moment. It was 180 but i made it to 1000 euro so there is no bonus money included!

No bonus money used!

In total they took 2.220, 92 EUR of me and the 652,77 euro is correct but the remaining balance should be withdrawed to me! Als strange that i had to verify and send my personal documents just to hear a few days later the money will be deducted because of some bullshit rules + if i knew this is would never deposit the more then 300 euro on yesterday as wel!

Come on this is a lie! They can not seperate but they this in the first place with the 652,77 EUR

Thank you for your reply and for providing the previous details, GinoS.

• Could you kindly clarify if you manually activated any bonuses or if you received any notifications regarding bonus activation prior to your gameplay?
• Could you also please provide me with your self-exclusion request?
• Additionally, could you provide any further evidence/communication you had with the casino? This may include screenshots, emails, or chat records. You can send all the documents to: petra.h@casino.guru or post your screenshots in the thread.

Thank you again for your cooperation.

Is it possible to do the case about the bonus and money first and after that the self exclusion case?

28-02-2026 i made a deposit of 30 euro and made the wager as you can see

With the 180 euro that has been made real balance i played and i won.

I wagered the bonus and the credited 653.77 EUR because the max win was 180 euro. Ok, those are the rules and i understand that.

So then i had 180 euro real money. I tried to withdraw but they said you have to verify first. I did that and in the meanwhile i was playing and i won in total 1.000 euro. So i made the withdraw of 1.000 euro pending. Nothing wrong at that moment.

Then i made a normal withdraw with no bonus involved so fully 100 real money. (Keep in mind i made in total 260 euro on deposits with no bonus).

After playing i won 567.15 EUR and i was waiting for the 1.000 euro is approved so i could withdraw the remaining 567.15 EUR. And gues what the credited 1.567.15 EUR!

I also informed them they made mistake and the just say the below thing:

'' Thank you for your message. 

We recognize that the decision made by the appropriate department may not have met your expectations. Please note that our decision is conclusive and aligns with our established terms and conditions.

We also want to inform you that our Terms and Conditions are sanctioned and validated by the licensing authority, ensuring that all gaming activities are conducted responsibly.

Kind regards,

Maria

Customer Support Team ''

Sorry but there are so many things wrong with this + in my opinion they took the 1.000 EUR unfair!

But the 567,15 EUR they took is 100% wrong because i made this money with NO bonus just real money.

Solution is give the 567,15 EUR back in the first place and also the 1.000 but for that we need some good discussion.

Here is the proof that i did not use any bonus.

Dear GinoS,

Since these complaints were submitted as a connected case, we need to review and handle both matters together. Unfortunately, it is not possible for us to process the bonus and funds issue separately from the self-exclusion case.

Please also note that when a deposit bonus is claimed, the bonus funds and real money are usually used simultaneously, and the system typically does not separate them.

• Could you also please provide me with your self-exclusion request?
• Could you please provide any additional evidence/communication you had with the casino? This may include screenshots, emails, or chat records. You can send the documents to: petra.h@casino.guru or upload the screenshots directly to the thread.

Thank you again for your cooperation.

Here you can see i mentioned in december i have a gambling addiction and i want to close it and never gamble again. They said you have to fill in the form but you can only do for 30 days max and after that your account will be reopend.

Dear GinoS

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Matej (matej.l@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Hello GinoS, nice to meet you!

My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible. Thank you for providing the information I needed. If I require any further details from yourself, I will reach out to you directly.

I’d like to invite a representative of Blind Luck Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with max bet breach, and then the self-exclusion and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

The fact that you can make a bet higher then 5 euro and it counts as wager and then it becomes real money is already strange they should inform you right away but like i said i accept that one because those are the rules.

But like i said the second one where the almost deduct 600 euro is NOT correct because i did not use any bonus amount to play or deposit so that is FULLY real money.

Second thing what i never witnessed in a casino. When you deposit for example 100 euro and use bonus of 150% that means you have 250 euro in total. In EVERY casino you always play the real balance and then the bonus . This also happens in this casino but if i make a bet of 50 euro with the first 100 euro so real balance and i win for example 500 euro. The count the winnings as bonus money. Litterly makes no sense. There are so many things wrong with this casino but in this case they litterly stole my money that i won fair.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear GinoS,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

Going forward, I would strongly recommend installing free app BetBlocker (https://betblocker.org/) onto your computer and mobile device, to keep you safe from online gambling sites while browsing the internet. It's free, and for maximum protection it is recommended to have a family member or a friend to set up the password in your stead. Also, I would advise to block all the mobile numbers and e-mail addresses that are sending you promotional materials.

As a next step, I do recommend you contact the Anjouan Gaming Authority and submit a complaint with them. To do this, please go to the casino's website and look for the Anjouan Authority logo, usually placed somewhere at the front page. It should look something like this:

Once you see it, click on it and it should open a license validating page on a separate browser window. Scroll down, until you see the button File a Complaint, click it and follow the instructions. If you need help with submitting the request, or if you hear back from either the authority or the casino, please let me know by sending me a quick message at matej.l@casino.guru. I am really sorry I could not be of more help on this occasion. :(

Best regards,

Matej