Holy Luck Casino - Povlačenje igrača je otkazano.

I am filing a complaint against Holy Luck Casino, accessible at holyluck2.com, operated by Gem Limitada, incorporated in Costa Rica (as confirmed by their own support agent).

Summary of the issue:

I deposited 23€ and won 748.77€

I requested a withdrawal by Credit & Debit Card which was cancelled with the status "aggregator cancelled". My casino balance now shows 0€ and I have received nothing.

Transaction details:

∙ Transaction ID: WITHDRAWAL_8a61a904-d228-4453-a8df-0d2ce452494f

∙ Amount: €748.77

∙ Status: Aggregator cancelled

∙ Last updated: 03/25/2026

Support contact:

I contacted their live chat support multiple times. The agent (Johan) only provided copy-paste responses, confirmed the funds were not returned to my account, and stated the case was "under investigation" with no timeline given.

Evidence available:

∙ Screenshots of the cancelled transaction

∙ Screenshots of all live chat conversations including confirmation from support that funds were not returned

∙ Confirmation that the site is operated by Gem Limitada, Costa Rica

I am requesting Holy Luck Casino to immediately process my withdrawal of €748.77

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Dear Julien411,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?
• When exactly did you request the payout?

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

Best regards,

Tomas

No, I have never managed to make a withdrawal on the site.

I actually had a bonus on my second deposit of €23 however I had to bet the sum x10 which I did by going up to €230 however I won €748 in total.

Yes my account has been validated I sent you the supporting documents in the first request

And my withdrawal request was made on Sunday evening

Thank you in advance for your help

Julien ***

Thanks for your reply.

• Did the money return to your balance since your previous post?
• Have you been advised to use the same or an alternative payment method to request a new payout?
• Any new relevant discussion with the casino on the topic can be shared here, or send it to my email at tomas@casino.guru for review.

Please keep me informed.

Everything is back to normal.

Tout est rentrer dans l’ordre

Dear Julien411,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Tomas

Casino.Guru