Lucky Circus Casino - プレイヤーの賞金が減額されました。

Dear Casino Guru Team,

I hereby file a complaint against LuckyCircus Casino. The reason is the subsequent reduction of a €4,000 win to €625, after the bonus had been manually credited to my account without restrictions.

The exact incident:

1. Manual support intervention:

I made a deposit using a bonus code, but the system didn't automatically credit the bonus. I then contacted chat support. An employee named Alberto reviewed the case and manually credited the bonus to my account.

2. Lack of information:

During this process, Alberto made no mention whatsoever of the fact that this bonus had a maximum cashout limit. As a VIP player, I needed to be able to rely on the employee's manual credit being the correct and complete basis for my gameplay.

3. System validation:

Once the wagering requirements were met, the system automatically converted the entire balance into real money. There was no automatic cap.

4. Official confirmation:

I requested a withdrawal of €4,000. Shortly afterwards, the casino sent me an official confirmation email that the withdrawal of €4,000 had been successfully processed.

5. Subsequent reduction:

Only then did the finance department manually cancel the amount and reduce it to €625.

The manager now claims that the technology no longer displays limits in the account – which, as a player, I consider a deliberate deception.

Summary:

An employee manually credited a bonus without conditions, the system confirmed the real money, and the official email confirmed the €4,000. The fact that the casino is now subsequently citing "technical changes" to avoid paying out the full winnings is absolutely unacceptable.

I demand payment of the remaining €3,375.

Best regards

YS

Sehr geehrtes Casino Guru Team,

ich reiche hiermit Beschwerde gegen das LuckyCircus Casino ein. Grund ist die nachträgliche Kürzung eines Gewinns von 4.000 € auf 625 €, nachdem mir der Bonus manuell und ohne Einschränkungen gutgeschrieben wurde.

Der genaue Vorfall:

1. Manueller Support-Eingriff:

Ich tätigte eine Einzahlung mit einem Bonuscode, doch das System schrieb den Bonus nicht automatisch gut. Ich kontaktierte daraufhin den Chat-Support. Ein Mitarbeiter namens Alberto prüfte den Fall und buchte mir den Bonus manuell auf mein Konto.

2. Fehlende Aufklärung:

Während dieses Vorgangs erwähnte Alberto mit keinem Wort, dass für diesen Bonus ein Auszahlungslimit (Max Cashout) gilt. Als VIP-Spieler musste ich mich darauf verlassen können, dass die manuelle Gutschrift durch den Mitarbeiter die korrekte und vollständige Grundlage für mein Spiel ist.

3. System-Validierung:

Nach Erfüllung der Umsatzbedingungen wandelte das System das gesamte Guthaben automatisch in Echtgeld um. Es gab keine automatische Deckelung.

4. Offizielle Bestätigung:

Ich beantragte die Auszahlung von 4.000 €. Das Casino schickte mir kurz darauf eine offizielle Bestätigungs-E-Mail, dass die Auszahlung über 4.000 € erfolgreich bearbeitet wurde.

5. Nachträgliche Kürzung:

Erst danach stornierte die Finanzabteilung den Betrag manuell und kürzte ihn auf 625 €.

Der Manager behauptet nun, die Technik zeige Limits im Account nicht mehr an – was für mich als Spieler eine bewusste Irreführung darstellt.

Zusammenfassung:

Ein Mitarbeiter schreibt einen Bonus manuell ohne Bedingungen gut, das System bestätigt das Echtgeld und die offizielle Mail bestätigt die 4.000 €. Dass das Casino nun im Nachhinein "technische Änderungen" vorschiebt, um den Gewinn nicht voll auszuzahlen, ist absolut inakzeptabel.

Ich fordere die Auszahlung der restlichen 3.375€.

Mit freundlichen Grüßen

Y. S.

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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 forward the full chat transcript or screenshots of your conversation with customer support regarding the uncredited bonus to veronika.f@casino.guru?
• Did the support agent credit you with the same bonus that you were unable to activate using the bonus code SPRING125?
• Could you kindly send me a screenshot of your bonus history?

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 Veronika,

Thank you for your feedback. I have just sent the requested information, including the chat log and the screenshot of my bonus history, via email to veronika.f@casino.guru sent.

Best regards

Yalkin S.

Hallo Veronika,

vielen Dank für die Rückmeldung. Ich habe die gewünschten Informationen, einschließlich des Chatprotokolls und des Screenshots meiner Bonushistorie, soeben per E-Mail an veronika.f@casino.guru gesendet.

Beste Grüße

Yalkin S.

Thank you for your emails and for providing screenshots of your communication with customer support.

We have carefully reviewed all the evidence you submitted. Based on the materials, you initially contacted live chat because you were unable to activate a bonus received via email. The screenshot you provided clearly outlined the bonus conditions: a 125% bonus with free spins, including a maximum withdrawal limit of 10x the bonus and a €200 cap on winnings from free spins.

Customer support subsequently confirmed that the bonus was credited to your account manually. At no point during this process was there any indication that a different bonus or different conditions would apply. Therefore, from our perspective, there is no reason to assume that the standard bonus limits would not apply, as you were granted the same bonus under the same terms.

Regarding the winnings cap, please note that not all casinos apply such limits immediately after wagering requirements are met. Some enforce the cap only at the stage when a withdrawal request is submitted. While this approach may not be the most user-friendly, it is still considered acceptable.

For these reasons, we must conclude that the casino acted in accordance with its stated bonus terms, and we are unable to challenge their decision in this case.

Thank you for your understanding.

Best regards,

Veronika

Casino.Guru Team