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I am disputing the confiscation of €3,400.07 from my balance. These were genuine winnings from playing with my own deposited funds. I did not use any bonus funds, VPN, fraudulent methods, software or any prohibited method.

I had already requested a €1,000 withdrawal before this incident. That withdrawal had been pending while my verification documents were being reviewed. After my verification was completed, I continued playing and won additional funds.

The casino then cancelled my withdrawal and removed €3,400.07 from my balance, referring only to clause 12.10. They have not clearly stated which specific violation they claim I committed or provided evidence supporting the accusation.

I have screenshots and records of my gameplay, transactions, balance, withdrawals, verification documents and communication with the casino. I am requesting assistance in recovering my €3,400.07 and having the casino provide specific evidence for its decision.

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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 advise which games you focused on - slots, live casino, sports betting, etc.?
• Do you currently still have access to your account?
• Have you reached out to the casino's customer support in relation to this issue?

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

Hi Attila,

Thank you for helping me with the matter.

I played slots, mainly Gates of Olympus 1000. The win of €3,400.07 came from regular play with my own money. I didn't use any bonus funds and I've never used a VPN. I actually didn't even know what a VPN was until I looked it up afterwards. I've been off work for a week and played a little bit every day and suddenly one day I logged in and the win was gone. The big win at the time, which was on the slots game, came 250x2, about times the win.

I never took a picture then but I did take a picture of the balance and the game.

I still have access to my account.

Yes, I have contacted Lucky Trunks customer support both via chat and email. I have submitted all the documents they requested during the verification process and everything went well with the verification process. My account and documents were verified, and I also had a withdrawal of €1,000 which was already waiting for a long time before the bigger win came.

After I won €3,400.07, the casino removed the money from my balance and referred to clause 12.10 of their terms and conditions. However, they have not provided me with any concrete evidence that I used a VPN or violated any other rule.

I have saved screenshots, game history, transactions, withdrawals and all communication with the casino. I can send you anything that can help you investigate the matter.

When I ask why they did it, they just say it's a decision they won't answer or change. No response at all from them. I also have a balance of €540 left with them. I've just let it be right now, I think it's boring. I have a job and have played with them before. I would never argue against any rules. But everything has been going well until I won the big win. I didn't withdraw the money right away, they just disappeared and at the same time my withdrawal, which was waiting for a long time in that amount, disappeared. Suddenly they left me with only €540

Thank you very much for your help. I appreciate it.

With kind regards,

Hej Attila,

Tack för att du hjälper mig med ärendet.

Jag spelade slots, framför allt Gates of Olympus 1000. Vinsten på €3 400,07 kom från vanligt spel med mina egna pengar. Jag använde inga bonusmedel och jag har aldrig använt VPN. Jag vet faktiskt inte ens vad VPN var för något förens nu efterhand har jag sökt på det. Jag har vart ledig en vecka från jobb och spelat lite och lite varje dag plötsligt logga jag in en dag så vart vinsten borta. Den stora vinsten då som var på slotsspelet det kom 250x2 ungefär gånger vinsten.

Jag tog aldrig bild då men jag tog en bild på saldot och spelet.

Jag har fortfarande tillgång till mitt konto.

Ja, jag har kontaktat Lucky Trunks kundsupport både via chat och e-post. Jag har skickat in alla dokument som de har begärt under verifieringen allt gick bra med verifieringen. Mitt konto och mina dokument blev verifierade, och jag hade även ett uttag på €1 000 som redan låg och väntade länge innan den större vinsten kom.

Efter att jag vann €3 400,07 tog casinot bort pengarna från mitt saldo och hänvisade till punkt 12.10 i deras villkor. De har dock inte gett mig något konkret bevis på att jag skulle ha använt VPN eller brutit mot någon annan regel.

Jag har sparat skärmbilder, spelhistorik, transaktioner, uttag och all kommunikation med casinot. Jag kan skicka allt som kan hjälpa er att utreda ärendet.

När jag frågar varför dom gjort så säger dom bara det är ett beslut dom inte svarar eller ändra på. Ingen respons alls från dom. Jag har även kvar saldo hos dom 540€. Jag har bara låtit det vara just nu tycker det är tråkigt. Jag har ett jobb och har spelat hos dom tidigare. Skulle aldrig bestrida mot några regler. Men allt har gått bra tills jag vann den stora vinsten. Jag tog inte ut pengarna direkt utan dom bara försvann och samtidigt försvann mitt uttag som låg och väntade länge i den summan. Plötsligt lämna dom mig med bara 540€

Tack verkligen för hjälpen. Jag uppskattar det.

Med vänliga hälsningar,

I just want to clarify that I mean I had €1,000 as a withdrawal waiting, and after the bigger win came there was €3,940.07 on the balance. After that the casino removed €3,400.07, so that only €540 was left in the account. So they took the €1,000 win that had been pending for a while. I can also see the game history. You have my right to log into my account and take advantage of everything you need, just let me know. Thanks in advance

Jag vill bara förtydliga att Jag menar att jag hade €1 000 som ett uttag som låg och väntade, och efter att den större vinsten kom fanns €3 940,07 på saldot. Därefter tog casinot bort €3 400,07, så att endast €540 blev kvar på kontot. Alltså tog dom vinsten på 1000 € som legat föe uttag ett tag. Jag kan även se spelhistorik. Ni får min rätt att logga in på mitt konto och ta del av allt ni behöver säg bara till. Tack på förhand

I also want to say that I have screen recorded when I log in as well as the game history and all the documents that I have submitted for verification in case they just think of closing my account, I have screen recorded it.

Jag vill också säga att jag har skärmfilmat när jag loggar in samt spel historiken och alla dokument som jag skickat in för verifiering ifall att dom bara får för sig att stänga mitt konto så har jag skärminspelat.

Hello G11L,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Hello.

No problem, take your time.

Have a nice holiday.

Hej.

Inga problem, ta er tid.

Trevlig semester.

Thank you for your reply. Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshots here.

Thank you for your patience and cooperation.

Hi Attila.

I sent you mail.

Thank you for Helping 🌟

Best regards

Thank you for your reply. Could you please also forward all documents you provided to the casino for verification?

You can send the information to my email address: attila.g@casino.guru.

Thank you very much for your patience and cooperation.