Lucky Treasure Casino - Dobici igrača su konfiskovani.

Hello,

I won a prize a few week ago in a tournament hosted by the provider Playson/Boongo.

I claimed the prize with a new deposit without a bonus, and then I played with that prize as I usually do. 

As it turns out, I won a nice sum of money and then made my withdrawals. A few days later, I noticed that the additional balance I had earned through my deposit and the reward had been deducted from my account. This amounts to 13,000 euros.

I would like to point out that I have competed in various tournaments on several occasions, including those organized by this provider, and have never encountered a problem like this one.

Most of the rewards are in cash, like this one, and I’ve already withdrawn amounts larger than the reward itself. In fact, that happened to me at this casino 2 month ago.

After several follow-ups, they never responded. They never provided an explanation until I contacted online support via chat. I spoke with someone and insisted that they send me an email explaining the reasons and justification for the removal of my winnings.

They just sent me a response generated by AI... I’d like to show you all of this. 

Nowhere in their terms and conditions does it state that winnings are limited to one withdrawal. As I told you, I won a prize through this tournament a few weeks ago and withdrew more than I had won. And this has also been the case throughout my many years playing at online casinos.

I’ve been trying to contact the game provider to get the details of the promotion and the applicable terms and conditions (since the ones listed by the casino aren’t there), but without success. The casino says it has contacted them and that the terms are the same for them.

It's clear that I suspect everything is a lie.

Thank you in advance for considering my request.

Sincerely,

PS : I'd like to provide more details and screenshots. Is there another way I can send them to you?

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 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. 

• Could you please send me a link or a screenshot of the tournament, so that we could review its Terms and Conditions?
• How much did you have to deposit in order to participate in the tournament? If you have a link or screenshots of the tournament’s Terms and Conditions, kindly forward them to me.
• Has the casino refunded your deposit, or did you receive nothing at all after the confiscation?

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,

Attila

Hello,

How do I send screenshots privately?

I have deposit around 2000+

They let me withdraw the bonus without spending a single extra euro. Not even the last deposit I used to place a bet and claim the bonus. (500-euro deposit)

Hello,

I’m following up on this.

Could you please send me an email so I can send you the rest of the required documentation?

Dear Totop,

Thank you for your reply. You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Thank you for your patience and cooperation.

Hello,

I sent my emails a few days ago.

I'm just posting this to avoid a timeout, haha!

Hello,

I’ve been browsing your forum and I have a question. Do you have any real leverage over casinos that abuse their position? Do you have any way to put me in touch with game providers? 

I’m asking because I really think I’m being taken advantage of by the casino.

I’ve just filed a complaint with you for now, but please let me know how optimistic—or not—you are about resolving the issue.

It's a significant amount, and I'd like to avoid wasting time for fear of losing evidence or something else

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, Michal (michal.k@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 Totop,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

As per your questions:

Do you have any real leverage over casinos that abuse their position? Do you have any way to put me in touch with game providers?

While Casino Guru is a respected and recognized authority within the online gambling industry, we do not possess any legal power to enforce decisions against casinos or to enforce payments.

Furthermore, although tournaments are often organized and sponsored by game providers, your contractual relationship is generally with the casino rather than the game provider. Such tournaments are typically made available only through selected casino partners and to their customers. Consequently, when participating in a tournament through a casino, the casino's terms and conditions generally apply.

Game providers may have separate agreements with casinos governing the operation of promotional campaigns and tournaments, and these arrangements can vary from one operator to another. However, as I do not have all the specific details of your case, I am unable to provide a more definitive assessment.

While you are certainly free to contact the game provider directly, it is highly unlikely that they would pay you the winnings themselves. As you do not have a direct contractual relationship with the provider, there is generally no legal basis upon which you could require them to make the payment directly to you.

Although I can imagine this is not really the response you have hoped for, I hope this general information provides some useful insight.

We would like to invite Lucky Treasure Casino to join the conversation.

Dear Lucky Treasure Casino,

Please provide a detailed breakdown of the sequence of events in this case, together with the specific publicly accessible terms and conditions that you believe apply to the situation. In particular, we would appreciate details regarding how the player was informed that, should they use the tournament winnings for subsequent gameplay, any winnings derived from those funds—which would, from the player's perspective, appear to constitute real-money funds—would not be eligible for withdrawal.

Should there be any information or supporting evidence that is not suitable for public disclosure, please forward it directly to me at michal.k@casino.guru for an independent review.

Thank you in advance

Hello,

Thank you for your response and for the progress made on this matter. 

I don't expect the provider to pay the excess amount of my winnings earned with the tournament funds.

I just wanted to know if the conditions they mention are valid and match theirs. Because, as a reminder, I’ve been winning prizes and earning extra money from tournament winnings for years without ever encountering a situation like this.

I've already tried contacting the game provider, but without success.

I have carefully reviewed the rest of the information you provided above and thank you for the clarification. 

I'll send you another email with a new argument that gives me the motivation to fight for my winnings.

Greetings,

We have reviewed the account in question but will require further time to assess the claim and discuss it, both internally and privately with the casino.guru team.

Thank you very much for your patience in the matter.

Best wishes,

Lucky Treasure

Dear Lucky Treasure Casino,

We look forward to your response and to any information you are able to share regarding this matter, as this will help us determine the appropriate next steps for addressing this case.

Greetings all,

Just confirming that we are in contact with Michal privately and the case is still under review, both internally within the casino and the gaming provider, and with casino.guru as a 3rd party arbitrator. We will be back to comment once this process is complete.

Best wishes,

Lucky Treasure

Hello all,

I am, after all, the person most directly involved in this matter. Please at least let me be a spectator in this discussion.

Would that be normal?

Dear Totop,

I understand your wish to be properly informed, which is entirely natural. However, as this matter involves confidential information and sensitive evidence, it cannot be shared publicly.

That said, I can indicate that some of the information and evidence you have provided in your support does not appear to fully align with the information and evidence available from the operator and the game provider, and this is one of the aspects currently under review.

From a strictly procedural point of view, the casino appears to have acted in accordance with the applicable rules. However, at this stage, I am not in a position to fully confirm or support that conclusion without further clarification.

I will provide more detailed information once it becomes available.

In the meantime, could you please confirm whether you joined Lucky Treasure Casino primarily due to the Playson/Boongo tournaments, or whether there were any other motivations?

You have indicated that you have been participating in tournaments for several years, which suggests a level of experience as a casino user. However, according to Lucky Treasure Casino, your registration with them not too long ago. (February 2026)

As with any operator, when creating an account, players agree to the specific Terms and Conditions of that casino, and it should be noted that these rules may vary from one operator to another.

Hello,

Well, I’ll try to process this, but it’s hard. I’m the focus of the complaint… anyway

I don’t know if you’re implying something by saying they don’t add up? I’ve provided all the evidence I have. 

Nothing more, nothing less—and if we look at the entirety of my evidence and the arguments I’ve had with the casino, then it’s clear that this doesn’t seem right to me.

In the last emails I sent you, I pointed out the appearance of a new line in the Terms and Conditions for the new tournaments issued by the operator for this provider. The one I’m currently a victim of was not mentioned at all—neither in the game, nor on the tournament page, nor in the general Terms and Conditions.

With that in mind, please tell me what doesn’t add up, and I’ll be happy to share some of my screenshots with you again to explain things in more detail.

"The casino appears to have acted in accordance with the applicable rules":

I therefore ask you to show me where this is stated in their rules. Nowhere was this limit mentioned before this complaint was filed. 

Furthermore, I’d like to point out that before this case was filed, I had already won a tournament prize, and that this win resulted in an additional payout that was withdrawn without any issues (except for one attempt at deception by the casino, which was unrelated to this condition). 

They have very recently applied this rule retroactively to the winnings I mentioned.

Furthermore, I would like to point out that before this case was opened, I had already won a tournament prize, and that this prize resulted in an additional payout that was withdrawn without any issues (except for an attempt at deception by the casino, which was unrelated to this matter). 

They very recently applied this rule retroactively to the winnings I mentioned, even though the withdrawals resulting from that prize had already been approved and received. They did this by denying me a final withdrawal that was pending, haha.

I signed up because I received a special welcome offer via email several times, and I later learned that it was a relatively reliable casino. There are regular deposit offers throughout the week that I found tempting. The fact that tournaments were held there was a plus.

''You have indicated that you have been participating in tournaments for several years, which suggests a level of experience as a casino user. However, according to Lucky Treasure Casino, your registration with them not too long ago. (February 2026)'' :

That's right, I must have signed up around that time. I check out all the casinos, whether it's to have fun or to compare the different offers.  Throughout my various visits, I've taken part in different promotions.

But this provider's tournaments have been around for a very long time and take place at different times of the year. I try to enter those and others whenever I have the time and resources, haha.

Of course, every casino has its own rules, but as far as the ones mentioned are concerned, they still don't appear anywhere.

Have you looked into their Terms and Conditions yourself? If so, you can confirm this.

I think I’m going to have no choice but to pursue this complaint. Just as I was writing my message to reiterate once again that this wasn’t mentioned in the site’s terms and conditions, there they are!! 

They were just added (at the end of last week, I imagine). I can’t believe you’d say otherwise, can you? A few weeks ago, I emailed you my evidence along with a link to the site’s T&Cs so you could take a look for yourself as a dedicated mediator. 

Have you personally reviewed their Terms and Conditions as I recommended in my email? If so, you can confirm this.

I’m outraged to see that they’ve just been changed without you taking responsibility for it.

Well, it’s not such a big deal—they’re protected now, but as I said, from now on. 

I think I can pursue this complaint at this stage in order to win the case. 

I'm not opposed to them wanting to implement a rule like this, but it definitely wasn't there just 7 days ago. 

Well, now that they're there, and since you seem to be already undermining my defense based on the previous message—in which I was accused (as I understand it) of providing false information—what do we do? 

Is it still worth continuing this process with your department? What might come of it?

Dear Totop,

As I mentioned some of the information and evidence you have provided in your support does not appear to fully align with the information and evidence available from the operator and the game provider.

This is the tournament description and rules provided by the operator, in the same format in which they received them from the game provider.

As I mentioned previously, when looking at the matter strictly from a procedural perspective, the casino appears to have acted in accordance with the applicable rules.

The casino team has raised concerns regarding the authenticity of the screenshots you provided. However, these concerns have not been independently verified, and I am not suggesting that the documentation you submitted is not authentic, as I currently have no evidence that would support such a conclusion.

At the same time, it is also important to consider why the casino or the game provider would expose themselves to potential reputational damage or regulatory consequences by providing inaccurate or non-genuine evidence.

Furthermore, if such significant information was genuinely missing from the tournament rules, as you have suggested, it would be reasonable to expect that other players would have encountered the same issue and raised similar concerns, as this would potentially affect multiple participants.

At this stage, however, you are the only player who has brought this matter to our attention as one of the most recognized independent dispute mediators in the industry. The casino also indicated that no other players have raised a complaint with the same issue as you.

There are still certain aspects of the matter that I would like to clarify further before reaching a final conclusion. Nevertheless, I wanted to provide you with an update on the current position based on the information available at this stage.

Dear Totop,

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.

Dear Totop,

I would appreciate your feedback on the above matter.

Hello,

Sorry for the delay in responding.

My screenshots are genuine. The ones you’ve provided were altered by the casino’s support team after I filed my complaint and you contacted me.

I suggested in my email that you check the details of the Terms and Conditions listed in the drop-down menu on the page for yourselves. Why didn’t you do that? You didn’t even reply to my email.

I don’t think the game provider was involved in your conversation at all. The provider lists all its terms and conditions in a tab while a tournament is running, and one of the rules covers the additional T&Cs imposed by the casino.

As a result, I can almost say for certain that the game provider was not involved at any point, and that it’s entirely up to the casino to apply this condition that came out of nowhere. 

Why would anyone else have this problem? It’s a network tournament distributed across hundreds of casinos. It’s highly unlikely that this would happen to anyone else at this casino. On top of that, there’s the hassle of going through the process just to try to get your winnings back, not to mention the simple fact that you have to replay your prize and win more...

I feel compelled to pursue my complaint elsewhere. I could still present further arguments or provide new evidence, but I’m beginning to question your impartiality. Frankly, I have many reasons to think this.

Can you give me reasons to continue pursuing my complaint with you? They have deliberately altered sections of their Terms and Conditions as well as the page dedicated to tournaments that I mentioned after you contacted them. You cannot agree with me because you have not reviewed the evidence as I asked you to do in my email. This upsets me greatly. 

We’re talking about 13,500 euros. I’ve done practically everything I could to protect myself from this scam, and the odds are no longer in my favor now that everything has been "covered up."

If you believe in my complaint and my evidence, and if you sincerely want to help a player who has been taken advantage of, please let me know. 

I need more flexibility from you, starting with granting me access to the correspondence between the casino and the "provider." If you still cannot do so for reasons related to your personal legal agreement, then you and I need a third party. 

Can you recommend one? An online legal institution that will rule more impartially and that may have the authority to enforce the final decision under penalty of sanctions for either party.

Dear Totop,

Thank you for your response.

I understand that you are not satisfied with the way this matter has developed, particularly given the amount in dispute. However, the fact that I have questioned certain aspects of your evidence or arguments should not be interpreted as a lack of impartiality or as an indication that I have already accepted the casino's position.

You approached Casino Guru seeking an independent assessment of your complaint. Had I been assessing this matter solely from a strict contractual perspective, your complaint could have already been rejected, as the casino appears to have acted in accordance with the rule applicable to network tournament prizes:

"Unless stated otherwise, winnings from tournaments organised by third-party game providers (or 'Network Tournament') are not subject to any wagering requirements. These winnings are subject to a maximum withdrawal limit equal to 1x the credited tournament prize, with a minimum withdrawal limit of €100."

However, that is not how we assess complaints. We also consider the surrounding circumstances, the fairness of the operator's and the player's actions, and all available evidence before reaching a final conclusion.

Regarding the screenshots you submitted, I must point out that they exhibit clear indications of having been edited. This conclusion is based not only on independent forensic image analysis but also on visible inconsistencies within the screenshots themselves. As a result, I cannot consider these screenshots to be reliable evidence unless they are corroborated by independent sources. This does not automatically mean that your overall claim is incorrect, but it does affect the evidential weight that can be attributed to the screenshots.

At the same time, I also do not have sufficient evidence to conclude that the casino intentionally altered its Terms and Conditions after your complaint or knowingly provided false documentation during our investigation. Both parties have presented conflicting accounts, and the available evidence does not conclusively support either allegation.

Regarding your suggestion that I should have reviewed the tournament page myself, I appreciate the recommendation. However, reviewing the current version of a webpage would not establish what was displayed at the time you participated in the tournament. The assessment must therefore rely on evidence relating to the relevant period rather than on the current state of the website. Additionally, we always welcome improvements in the clarity of the information provided.

Concerning the game provider's involvement, I understand that you believe the provider played no part in the communication. Nevertheless, the casino has confirmed and provided certain evidence that the tournament description and rules supplied to us were provided in the same format in which they received them from the game provider. At present, I have no objective evidence allowing me to conclude otherwise.

You also questioned why I referred to the absence of similar complaints. I appreciate your explanation that this was a network tournament available across many casinos. Nevertheless, the relevant point is that, despite the popularity of these tournaments and the number of complaints we handle, this is the only case of this nature that has been brought to Casino Guru's attention. The casino has likewise confirmed to us that they are not aware of any other player raising the same concern. While this does not, by itself, prove that the rule was present, it is one of several factors that must be considered when assessing the credibility of the competing claims.

Furthermore, according to your own statements, you have been participating in Playson/Boongo tournaments for several years and have also previously participated in similar promotions at Lucky Treasure Casino. The rules governing these tournaments, including the withdrawal limitation, have remained unchanged throughout that period. If the restriction had genuinely been absent or only introduced after your participation, it would be reasonable to expect that similar concerns would have arisen before, either from you during your previous participation or from other affected players.

At this stage, your claim that the relevant restriction was not present in the tournament description has not been substantiated by the available evidence.

There are still some aspects of the case that need to be clarified, so I'm still not in a position to provide a conclusion at this stage.

While it seems that the winnings generated after the €5,000 tournament prize had already been withdrawn should be paid to you, the overall context of your case raises questions about whether your overall conduct is still in alignment with good faith behaviour and using the casino for recreational purposes.

Please note that we don't take sides. And my role certainly is not to defend the casino; however, just as we expect casinos to act fairly and transparently, we hold players to the same standard. The complaint process relies on both parties providing complete, accurate, and authentic information and evidence so that the matter can be appropriately assessed.

That being said, based on your recent responses, it appears that you are not satisfied with the way your complaint is handled. I would like to assure you that my responses and the approach taken throughout this investigation have been consistent with our complaint resolution process and the principles under which Casino Guru operates.

In the meantime, please let me know whether you would like me to continue investigating your complaint until a final conclusion is reached, or whether you would prefer that I close the case so that you may pursue the matter with another dispute resolution body or competent authority.

Hello,

I’ll try to structure my response more clearly in this message and do my best to provide a clearer answer.

You contacted Casino Guru to obtain an independent assessment of your claim. If I had examined this case solely from a strictly contractual standpoint, your claim might already have been rejected, as the casino appears to have acted in accordance with the rule applicable to winnings from network tournaments: "Unless otherwise specified, winnings from tournaments organized by third-party game providers (or ‘network tournaments’) are not subject to any wagering requirements. These winnings are subject to a maximum withdrawal limit equal to 1 times the credited tournament prize, with a minimum withdrawal limit of €100."

"This conclusion is based not only on an independent frame-by-frame analysis but also on visible inconsistencies within the screenshots themselves."

I reiterate that this condition was never mentioned on the website. It appeared after you contacted the casino. I can confirm this based on my screenshots, which are authentic and reliable, as well as on my own word. The only modification made to my screenshots was to crop the page so that the terms and conditions regarding tournaments would be more clearly visible.

In order to mount a defense in this case that you will consider valid, I would like a representative authorized to legally bind the casino to confirm that this clause was included in the Terms and Conditions as well as on the tournaments page either before or during my participation.

I would also like them to provide the terms issued by the provider exactly as they were presented to you. 

That’s obvious, since they’re the only ones who include this rule in this type of tournament. I’m not saying they’re wrong and that the other casinos are right, but it’s still strange, and I’d like to clarify this.

''At this stage, your claim that the relevant restriction was not present in the tournament description has not been substantiated by the available evidence.''

You’re right, since you’re not accepting my screenshots, which are authentic. I don’t know what kind of defense you can expect if they aren’t considered valid and I can’t participate in direct communications with the casino, the game provider, and you. It’s clearly my word against theirs, and it’s only natural that, so far, they’ve been trying to defend themselves as little as possible—after all, they’re the providers.Not to mention the fact that they were altered the moment you asked them for clarification on this issue a little over three weeks ago.

But I do have my own theory, and I’ll put together a new case backed by substantial evidence once the casino has formally taken a position on whether or not this condition was in place when I participated, won my winnings, and requested my withdrawals.

As mentioned above, I would like this statement to be made publicly on the forum as well as via email, with full acceptance of any liabilities that may apply in the future.

''While it seems that the winnings generated after the €5,000 tournament prize had already been withdrawn should be paid to you, the overall context of your case raises questions about whether your overall conduct is still in alignment with good faith behaviour and using the casino for recreational purposes.''

Wait, can you explain that? I'm not sure I understand.

You are the only option I have available at the moment. I would like to make the most of your expertise before considering any other options. 

Dear Totop,

Thank you for your message. I appreciate you taking the time to write it all out.

Let me try to respond to the important parts.

I understand you're convinced the tournament rule wasn't there when you played. I'm not dismissing that, but the casino has sent us documents showing it was in place, and they've also confirmed no one else has raised this issue. I'm not saying that this firmly proves they're right, but it certainly places them in a stronger position than you.

Regarding your screenshots — you yourself confirmed that you cropped them. That's exactly what raised concerns. I'm not saying you edited the screenshots with bad intentions, but once a screenshot is modified in any way, it loses its value as solid evidence. If you still have the original, untouched/unedited files, I'd be happy to look at them again.

On the contrary, the screenshot I've shared above, which should be the same as it was received from the game provider, does not show the signs as yours.

I hope you see the difference here.

You also asked the casino to issue a legally binding confirmation about when the rule was added. I understand why you'd want that, but I have to be honest — as a mediator, I can't force them to do that, and they're not obligated to provide it just because you or I ask. Only the appropriate authority or perhaps a court can push them to hand over internal system logs or historical records, and even then, it's often treated as confidential business information.

And about your theory that the rule was added later — that's certainly your right to believe. But having a theory doesn't make it fact, and right now I just don't have enough solid, verifiable evidence to confirm it.

One thing I do want to be clear about, though — the additional winnings you generated after the tournament prize was withdrawn should be looked at separately. That rule only applies to winnings directly from the tournament prize itself. Whatever you won afterwards should be a different matter, and I'm still looking into that.

Could you please send me your full game log? XLS or PDF format would be ideal. It might be available for download in your account, but if not, just request it from the casino team – as it's your personal data, they should provide it without any issues.

I'd also appreciate seeing your deposit, withdrawal, and bonus/promotion/tournament history. You should be able to get that the same way.

Once you have everything, just forward it to me at michal.k@casino.guru and I'll go through it.

Hello,

Sorry for the late reply.

I couldn’t find that option on the casino’s website. So yesterday I contacted the casino via live chat.

The representatives were very clear: We do not provide that type of information, much less in the requested format. I’ll have to make do with screenshots for my transaction history.

I clearly explained the reasons why I’m requesting the documents.

I asked for the same response to be sent to me via email and to keep the people involved in the open complaint informed. I was told that the email response would only be sent after I wrote an email myself (which is ridiculous, since I’ve already requested an email response to a problem before and received one).

I’m sending you the evidence via email.

I'll go through my gallery of screenshots from my computer and phone this week and send you some unedited screenshots. I think I have some from my phone, but I'm not sure.

''On the contrary, the screenshot I've shared above, which should be the same as it was received from the game provider, does not show the signs as yours.''

Exactly, since some of them appeared after I filed my complaint here, as I mentioned above

''You also asked the casino to issue a legally binding confirmation about when the rule was added. I understand why you'd want that, but I have to be honest — as a mediator, I can't force them to do that, and they're not obligated to provide it just because you or I ask. Only the appropriate authority or perhaps a court can push them to hand over internal system logs or historical records, and even then, it's often treated as confidential business information''

I understand, but how am I supposed to defend myself? What if I hadn't taken a screenshot? Is it my word against theirs? I have to lay myself bare in front of you and them if the investigation goes any further, but they aren't required to provide the one piece of evidence that will solve the case? That's disgusting.

If the rules provided by the provider are indeed the ones they acknowledge, at least they admit that they were not listed on the tournaments page or in their Terms and Conditions until recently. Paragraph 10 was missing.

I'd also like to make a comment: 

You don't accept edited screenshots, but they themselves provided screenshots in EXACTLY the same format (cropped the same way) as mine above? Why are theirs acceptable?

''One thing I do want to be clear about, though — the additional winnings you generated after the tournament prize was withdrawn should be looked at separately. That rule only applies to winnings directly from the tournament prize itself. Whatever you won afterwards should be a different matter, and I'm still looking into that.''

Oh, are you saying that because I made a deposit before claiming the winnings?

Dear Totop,

Thank you for your email, but the screenshots you provided are only your communication with the casino and not the tournament rules in a unedited format I have asked you for.

Please forward me the unedited tournament rules as you indicated you have them.

to respond to your enquiries:

I understand, but how am I supposed to defend myself? What if I hadn't taken a screenshot? Is it my word against theirs? I have to lay myself bare in front of you and them if the investigation goes any further, but they aren't required to provide the one piece of evidence that will solve the case? That's disgusting. If the rules provided by the provider are indeed the ones they acknowledge, at least they admit that they were not listed on the tournaments page or in their Terms and Conditions until recently. Paragraph 10 was missing.

I understand your point, but I also need to point out that since you are the one making the accusation, it is ultimately your responsibility to support your claim with solid evidence. The evidence from the casino/game provider does feature the rule number 10 as I have shared with you above. I hope you can appreciate that a claim cannot be accepted solely on the basis of assertion – it needs to be supported by verifiable evidence. Without that, it remains your word against that of the casino, or more precisely, against the game and tournament provider.

Regarding a legally binding confirmation about the rule's introduction – that would typically require involvement from a regulatory authority or a court, as it involves internal system logs, which are generally considered confidential business information. It is not reasonable to expect a company to disclose such information simply upon request.

I'm sure you would not share sensitive personal information with anyone who just asked for it either.

I'd also like to make a comment:

You don't accept edited screenshots, but they themselves provided screenshots in EXACTLY the same format (cropped the same way) as mine above? Why are theirs acceptable?

The casino representative has provided me with the tournament rules in the same format they received them from the game provider. As I mentioned, these screenshots do not show the same inconsistencies as yours – the disputed rule number 10 is clearly stated there.Thus this is NOT the same.

I again must repeat, if this rule really wasn't there when you played, wouldn't you expect at least some of the thousands of other participants to have noticed and complained as well? So far, yours is the only case we've seen.

This being said, If as you said the casino is not willing to provide you your full game log and or your deposit, withdrawal, and bonus/promotion/tournament history, this might be considered a violation of your right to obtain your personal data. I recommend sent a "official" GDPR request.

It can be something like this:

Template GDPR Data Access Request

You can use the following template and send it to the casino's customer support or data protection officer (DPO). Replace the text in [brackets] with your information.

Subject: Data Subject Access Request (DSAR) under Article 15 of the GDPR

To: [Casino's Customer Support / Data Protection Officer Email]

Dear [Casino Name] Team,

I am making a formal request for access to my personal data that you hold, in accordance with Article 15 of the General Data Protection Regulation (GDPR).

My account details are as follows:

Full Name: [Your Full Legal Name]

Username: [Your Casino Username]

Email Address: [The email address associated with your casino account]

Account Number: [If you have one]

Specifically, I request a copy of the following personal data that you process concerning me:

A complete and detailed history of all my gameplay, including game logs, stakes, wagers, wins, and losses.

A complete record of all my deposits and withdrawals on my account.

Any other personal data you hold that relates to me and my activity on your platform.

I prefer to receive this information in a machine-readable, common format such as CSV or Excel, as this is an effective format for personal data access .

Please process this request in accordance with your obligations under the GDPR. You are required to respond to a valid request without undue delay and within one calendar month of receiving it .

I look forward to your response.

Sincerely,

[Your Full Name]

[Your Email Address]

[Your Phone Number]

In general the casino is expect to respond to this kind of request in reasonable time. Should the casino fail to do so, you can report this to your national Data Protection Authority (DPA) as this can be considered a violation of the GDPR regulation. Every country can have a different authority that oversees this kind of issue, so you must check this within your own jurisdiction.

''One thing I do want to be clear about, though — the additional winnings you generated after the tournament prize was withdrawn should be looked at separately. That rule only applies to winnings directly from the tournament prize itself. Whatever you won afterwards should be a different matter, and I'm still looking into that.''

Oh, are you saying that because I made a deposit before claiming the winnings?

Since I have not reviewed your game log I'm unable to assess the course of events. However, as long as the winnings from the tournament have been caped to the maximum allowed limit, these were reflected as real money funds in your casinos balance and you were not informed (perhaps via a pop message or otherwise) that these funds are still bound by some bonus/promotions restrictions any additional gameplay and winnings achieved after that should be considered as achieved by real money funds.

Can you please explain why you made a deposit before claiming the winnings?

Hello,

I'm not questioning the game publisher's terms and conditions, since they're explicitly stated in the tournaments tab while the tournament is running on the machines.

Take a look at the current tournament—the rules are listed on the page, but strangely, the rule limiting tournament winnings to 1x the withdrawal amount has disappeared, even though this is the same tournament series organized by the provider.

That works out well for me because I couldn't find any complete screenshots—I automatically crop my screenshots to protect my privacy.

Fortunately, I have screenshots taken on my phone that confirm what I'm saying AND show the rules in the system!

You're going to find the casino's version troubling; there are a ton of inconsistencies that will come to light. They're lucky they get to defend themselves in private and not in front of me, as they should. With evidence and arguments. I'll have plenty to dismantle their defenses.

Anyway, here's the current tournament from the provider 

This is a new tournament series. The provider's terms and conditions are available here:

We can already see that Rule 10 has strangely disappeared from this new tournament series.

Here are a few screenshots I have on my phone.

First, here is a screenshot of the terms and conditions displayed on the page as of April 14 from the POTS & PENNY tournament series, which ended on March 28

Here's what the page has looked like for the past few weeks:

After that, I also took screenshots of the rules for the tournament currently underway as of April 14. This is the Bunnyland tournament series during the Fluffy Spins Tournament :

Here is the screenshot archived on LuckyTreasure for the past few weeks :

I have other screenshots that I'm keeping in case the casino comes up with a new line of defense.

I'm attaching a video to this email showing my phone's gallery and the dates of the screenshots.

What I'm showing here is that this rule has absolutely nothing to do with the game provider. But I haven't been understood correctly from the start.

I kept pointing out that I had seen your discussions in order to warn you about this. 

''Since I have not reviewed your game log I'm unable to assess the course of events. However, as long as the winnings from the tournament have been caped to the maximum allowed limit, these were reflected as real money funds in your casinos balance and you were not informed (perhaps via a pop message or otherwise) that these funds are still bound by some bonus/promotions restrictions any additional gameplay and winnings achieved after that should be considered as achieved by real money funds.

Can you please explain why you made a deposit before claiming the winnings?''

Oh, sorry, I just understood your original sentence. 

I don't quite remember session, but roughly:

Deposit > Play > Claim the reward > Extra winnings

Also I sent the request as you advised, with the subject line "Request for Access to Personal Data," 24 hours ago.

''I again must repeat, if this rule really wasn't there when you played, wouldn't you expect at least some of the thousands of other participants to have noticed and complained as well? So far, yours is the only case we've seen.

This being said, If as you said the casino is not willing to provide you your full game log and or your deposit, withdrawal, and bonus/promotion/tournament history, this might be considered a violation of your right to obtain your personal data. I recommend sent a "official" GDPR request.''

I agree—that's why I'm saying that this rule isn't set by the provider but by the casino.

Hello,

I tried to contact the game’s provider (Playson) so they could explain the terms and conditions of their tournaments to me directly. They simply replied that I should contact the casino (haha).

I did that anyway, and I received a rather naive response from the casino.

I just contacted them again to get the terms and conditions in the same format as the one presented to you, because if the damning evidence presented above isn’t enough to support my complaint, I’ll need this information to continue defending myself.

As for my GDPR request, I’ve followed up with them again.

I’ll say it again: it’s extremely difficult to take legal action and have to defend myself at the same time. 

The fact that I don’t have the casino’s arguments in front of me, that the provider isn’t complying with the request even though I specified that a dispute was ongoing, and that some of my evidence isn’t admissible does nothing to help my defense.

Dear Totop,

Thank you for all the additional information and evidence provided. Although this might not directly affect the original issue, it certainly does add useful context to the overall picture.

While the casino team previously indicated that they are quite firm in their initial position, I believe that, considering all the above, a reconsideration of the matter is more than warranted. I will therefore give the casino an opportunity to review the case again in light of this new context.

Dear Lucky Treasure Casino,

Kindly provide us with your thoughts on the matter, taking into account all the additional information and evidence provided by the player.

It appears there has been, and still is, an inconsistency in how the rules have been communicated to the players. I would respectfully invite you to reconsider your stance and join me in exploring a way forward that could lead to a resolution acceptable to all involved parties.

Greetings all,

I have been provided with a complete play transcript for the time in question. The casino has emailed you Totop requesting your permission to share the information with casino.guru as a 3rd party arbitrator. Please reply to the casino confirming your wish to share this information with casino.guru as soon as possible so we can move forward here.

As to sharing this transcript with you personally Totop, I have been asked by our legal department to post the following statement which also applies to your GDPR request.

"We can provide you personally with the minimum of personal data relating to your gaming activity to the extent required under Article 15 of the GDPR.

However, certain information contained within the underlying technical records will be withheld or redacted where its disclosure would adversely affect the rights and freedoms of others, including protected trade secrets, intellectual property rights, proprietary gaming technology, fraud-prevention measures and security mechanisms, in accordance with Article 15(4) of the GDPR.

Providing the dataset at the requested granularity and volume would disclose proprietary technical information which, when analysed collectively, could enable reconstruction, inference or circumvention of protected game mechanics, security controls, fraud-detection systems or proprietary algorithms.

However, in order to allow independent verification without compromising such protected information, the complete underlying records will be made available on a confidential basis to the dispute-resolution body, Casino Guru in this case."

Best wishes,

Nick and Lucky Treasure

Hello,

'' Although this might not directly affect the original issue, it certainly does add useful context to the overall picture.

While the casino team previously indicated that they are quite firm in their initial position, I believe that, considering all the above, a reconsideration of the matter is more than warranted. I will therefore give the casino an opportunity to review the case again in light of this new context.''

The restriction on payment is due solely to this clause, number 11.They don't even try to defend themselves against my overwhelming evidence.

Dear Lucky Treasure,

Please email me as soon as possible with all the information you have regarding the GDPR request. I would also like to know what additional access rights Casino Guru will have.

Greetings Toptop,

Once again:

The casino has sent you an email requesting your permission to share your play transcripts with casino.guru as your chosen 3rd party arbitrator. Please reply to the casino confirming your wish to share this information with casino.guru as soon as possible so we can move forward here.

To my knowledge there is no further dialogue necessary until the requested information has been submitted and reviewed by your chosen arbitrator (casino.guru).

Your cooperation is greatly appreciated.

Best wishes,

Nick and Lucky Treasure

Dear Lucky Treasure,

I’ve read through a lot of forum posts about complaints regarding all kinds of casinos, and I’ve never seen a casino so determined to stay in the shadows over a matter like this—refusing to defend itself publicly on any point.

You’re right to take precautions because you’re very much in the wrong in this matter.

Of course, I’ll grant Casino Guru access to this information.

However, I will under NO CIRCUMSTANCES accept a report (from Casino Guru) based on the information shared without me having access to the details and evidence.

I will consider this person, Attife, to be untrustworthy, as he has no access to the data you’re sharing and has shown a great deal of bad faith since I first started playing with you.

I’m not saying this because of the ten thousand euros that were confiscated from me, but rather to fight for players’ rights.

Dear Totop,

I understand that you would like to review all the information and evidence the casino may provide. This is entirely understandable. However, as I have previously explained, such evidence may contain sensitive information intended solely for review by independent dispute-resolution bodies or competent authorities.

In accordance with our policies, the casino’s internal security procedures, and general industry standards, sensitive evidence is not shared with private individuals due to privacy and security concerns, as well as the risk that such information could be misused in the future.

You approached Casino Guru for an independent assessment of your complaint, which is conducted impartially and under the conditions of our complaint-resolution process.

You are, of course, entitled to disagree with our conclusion once it has been issued. If you are not comfortable with the limitations of our independent review, you do not need to wait for our decision before pursuing the matter through another channel. You may submit your complaint to the casino’s licensing authority, contact an appropriate authority in your jurisdiction, or even seek resolution through legal proceedings if you wish.

Regardless of whether you choose to pursue any of these options, I will still review the matter in accordance with our complaint-resolution process.

Dear Lucky Treasure Casino Team,

As the player has provided their consent for the relevant materials to be shared with me, kindly forward them to me for an independent review.

Greetings all,

Thank you Totop for your cooperation, the necessary documents have been forwarded to the casino.guru team for independent review.

Best wishes,

Nick and Lucky Treasure