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Complaint Type: Misclassification of bonus winnings / Unjust deduction

Description of the issue:

I am submitting a formal complaint regarding my account at Holyluck, where 2,425.83 EUR were subtracted from my balance without proper justification.

Details:

I made a deposit and received the 3rd Welcome Bonus. I completed all wagering requirements.

At the time my winnings were generated, my account clearly displayed 0 EUR bonus balance and all funds were shown entirely as real balance, indicating that the bonus had been fully completed and converted into real money.

Despite this, Holyluck claims that the deduction is due to exceeding the "maximum withdrawal limit of 10× the bonus amount," effectively treating my winnings as if they were still bonus funds, which is incorrect.

The publicly posted Bonus Policy for the Third Deposit Slot Bonus does not mention a 10× maximum withdrawal limit anywhere. According to the policy, after completing wagering, winnings from real balance should be fully withdrawable.

I contacted Holyluck support multiple times (chat and email), but their responses continue to reference the general Bonus Policy without addressing the key points:

Why the funds were classified as bonus-related when the bonus had already been completed

On what basis the 10× limit was applied

Detailed logs or proof of this deduction

Requested Resolution:

A full review of my account activity at the time the winnings occurred

Reversal of the 2,425.83 EUR deduction if it is found that the funds were misclassified

Clear explanation and evidence if Holyluck intends to enforce any bonus withdrawal limits

Additional notes:

If this issue is not addressed fairly, I am requesting Casino Guru to investigate Holyluck for misclassification of winnings and unfair withdrawal practices.

https://holyluck2.com/el/policy/bonus/

Kind regards,

*******

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Dear Gt13,

Thank you very much for submitting your complaint. I'm sorry to hear about your negative experience with Holy Luck Casino. Please allow me to ask you a few questions so I can better understand the situation.

Were you informed at any point that the bonus terms and conditions remain applicable even after the wagering requirement has been completed?

Could you please confirm whether your casino account balance was divided into real money and bonus money balances?

Did the balance you continued playing with appear as "withdrawable"/"real money", or were your winnings still displayed in the bonus balance?

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,

Attila

Thank you for your message.

To answer your questions clearly:

1. Was I informed that bonus terms would still apply after wagering was completed?

No. At no point during gameplay, after completing wagering, or before requesting a withdrawal was I informed that bonus conditions would continue to apply once the wagering requirement had been fulfilled. This was only communicated after the winnings were deducted.

2. Was my balance divided into real money and bonus money?

Yes, the casino interface normally shows separate balances. At the time the winnings were generated and when I continued playing, there was no active bonus balance shown.

3. How was the balance displayed while I continued playing?

All funds were displayed as real/withdrawable balance, not as bonus balance. The system also allowed me to initiate a withdrawal, which confirmed that the balance was treated as real money.

Additionally, after the issue occurred, the casino contacted me via email with the subject line " issue with a bonus", despite there being no active bonus balance at the time of play and withdrawal request. This indicates that the winnings were reclassified as bonus-related only after the withdrawal attempt.

I am willing to provide screenshots of my communication with the casino support team, as well as relevant emails, to document the above points.

The casino later justified the deduction by referencing Deposit Bonus – Section 19, even though my case concerns a Welcome Bonus, which has its own specific terms. I believe this represents a retroactive and unclear application of bonus rules, especially given that the balance display and system behavior indicated the funds were real and withdrawable.

I am attaching screenshots of my email communication and live chat with the casino support.

These show that the casino classified the issue as a "Bonus issue" after the winnings were generated, and that different agents referred to different bonus sections (Deposit Bonus vs Welcome Bonus).

The screenshots also confirm that I was never clearly informed that bonus withdrawal limits would still apply after wagering was completed.

Dear Gt13, thank you for your response.

Could you kindly advise the timeline of events? Specifically, I would appreciate it if you could share the date when you activated the bonus, the moment you completed the wagering requirements for the bonus, and the time of your withdrawal.

Thank you for your patience and cooperation.

Dear Attila,

Thank you for your message.

Please find below the exact timeline of events.

• Bonus activation: 02:34 PM 01/24/2026 (Third Welcome Slot Bonus)

• Wagering completion and system conversion: 03:38 PM 01/24/2026

At 15:38, the system shows the entry "BONUS TO REAL" and my balance is displayed as Real Balance: €43.14 with the status "Bonus wagered".

This clearly indicates that the wagering requirements were completed and the system itself converted the funds from bonus balance to real money balance.

From that moment, there was no active bonus and no bonus balance. All subsequent winnings were generated while playing with real balance.

• Withdrawal request was made after this conversion, when the balance was fully displayed as withdrawable real money.

At no point was I informed that any 10x withdrawal limit would still apply after the system had already marked the bonus as wagered and converted the funds to real balance.

I am attaching the screenshots that clearly show:

BONUS ACTIVATED → BONUS TO REAL → Real balance displayed.

This is the key point of the case.

i am attaching the following screenshots as evidence:

bonus_activate

bonus_to_real

withdrawal_canceled

money_removed

Kind regards,

[Redacted]

Dear Gt13,

Thank you for your reply. I checked the Bonus T&Cs and I found this:

If you wish to place a withdrawal after the wagering requirements have been met, you must note that the maximum withdrawal amount after its wagering is 10x from the initial bonus amount. Holyluck reserves the right to write off the remaining balance from the winnings after wagering individually.

Sadly, there is not much I can do to support your case at this time, especially when the casino shares all the relevant information on the website. Casinos try to design their bonuses to be as attractive as possible, and setting a maximum cashout limit for bonus winnings is very common. Please, do not hesitate to let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint.

Thank you very much in advance for your understanding.

Best regards,

Attila

Dear Attila,

Thank you for taking the time to review the Bonus T&Cs.

However, I believe there is a critical misunderstanding of the nature of this case, and I kindly ask you to reconsider based on the actual sequence of events and system behavior, not only on the presence of a general rule in the policy.

This is not a standard "maximum cashout from bonus winnings" case.

This is a case of system reclassification of funds.

The key point is the following:

At 15:38 on 24/01/2026, the system itself performed the action "BONUS TO REAL" and marked the bonus as "Bonus Wagered".

From that exact moment:

• There was no bonus balance displayed

• All funds were shown as real balance

• The system allowed a withdrawal request

• I continued playing only with what the casino itself displayed as real, withdrawable money

This is crucial.

The casino did not limit my balance, did not show any warning, and did not keep the funds under a bonus label.

Instead, the system clearly indicated that the bonus was finished and the funds were now real money.

Only after I requested a withdrawal, the casino retroactively reclassified the winnings as bonus-related and applied the 10x rule.

This is the core of the issue.

Because the rule you quoted applies to winnings while still considered bonus winnings.

But in this case, the casino’s own system had already converted the funds to real balance and removed any bonus status from the account.

This creates a misleading and unfair situation for the player, because the interface and system behavior contradict the later enforcement of bonus rules.

If the 10x rule was still applicable, then:

• The balance should have remained under bonus balance

• Or the system should have prevented withdrawal

• Or there should have been a visible indication that the funds were still subject to bonus limits

None of this happened.

Instead, the system behavior clearly communicated that the bonus was completed and the money was real.

This is why I respectfully believe this case is not about the existence of a rule, but about the improper application of that rule after the system had already reclassified the funds.

I kindly ask you to reconsider the case from this perspective.

Kind regards,

[Redacted]

Dear Gt13, thank you for your response. Could you please clarify whether the bonus winnings were already capped before you requested a withdrawal?Additionally, I would greatly appreciate it if you could confirm the amount of the deposit you utilized to activate the bonus, as well as the total bonus you received.

Thank you for your patience and cooperation.

Dear Attila,

Thank you for your message.

1. Were the bonus winnings capped before I requested a withdrawal?

No. At no point before submitting the withdrawal request was my balance capped, limited, or reduced. The full balance was displayed as real/withdrawable money, and the system allowed me to proceed with the withdrawal. The deduction was applied only after the withdrawal attempt.

2. Deposit amount used to activate the bonus:

The deposit amount used to activate the 3rd Welcome Bonus was €25.

3. Total bonus amount received:

The total bonus amount credited to my account for the 3rd Welcome Bonus was €17.50 (70% of the €25 deposit).

To my knowledge, no cap or limitation was applied or displayed at any time before the withdrawal request. The balance remained fully visible as real money after the system conversion ("BONUS TO REAL"), and no warning regarding a 10× maximum cashout was shown to me prior to the deduction.

Please let me know if you need any further details.

Kind regards,

Gt13

Dear Gt13,

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, Peter (peter.c@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,

Attila

Hello there,

Thank you Gt13 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Holy Luck Casino for their help in resolving this complaint. We would like to know why the player's winnings have been confiscated and what we can do to help resolve this issue.

Thank you!

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.