LuckyWins! Casino - Dobici igrača su konfiskovani, a račun zatvoren.

I am asking Casino Guru to help me recover the unpaid part of my balance at LuckyWins.

On 25 June 2026, I won €68,100 at LuckyWins in single spin, and my total balance became approximately €75,000.

On 26 June, I requested a withdrawal of €4,000. LuckyWins approved it and paid it on next day.

On 28 June, I requested six more withdrawals of €4,000 each.

On 29 June, LuckyWins cancelled these withdrawals and removed the winnings. The casino said that the win was connected to a bonus and was subject to a maximum-win limit.

I disagreed with this decision. All wagering requirements had already been completed, no bonus was active, and the winning game could not be opened while a bonus was active.

On 13 July, I submitted a formal complaint.

On 23 July, the LuckyWins VIP Manager informed me that the decision had been reviewed and that approximately €70,000 had been restored to my account. The exact amount confirmed in that email was €69,212.60.

After the balance was restored, I asked LuckyWins how I could withdraw most of it as quickly as possible. While waiting for their answer, I continued playing from the restored real-money balance. LuckyWins accepted and settled this further bets. To the best of my knowledge, the balance remained close to €70,000. The exact amount is available in the casino’s records.

At the beginning of August, I requested another €4,000 withdrawal. It was cancelled with the message "Please contact support". The games were then blocked, and by 4 August my account had been disabled.

On 4 August, the VIP Manager told me to contact Support. Around 5 August, Support said that the administration was reviewing how to handle the funds on my balance. They did not provide any reason for closing the account.

Later LuckyWins confirmed that my account had been closed. The casino said that it would refund only the "remaining deposit amount".

I asked LuckyWins to confirm and pay the full balance that was on the account when it was closed. The casino again stated that only the remaining deposits would be refunded.

On 24 August, LuckyWins stated that the payment would be only €5,768.15 and that no additional information could be provided because the decision had been made by the casino administration.

On 25 August, I received 6,685 USDT, corresponding to the amount stated by LuckyWins. I accept that payment only as a partial payment.

LuckyWins has never explained why the restored winnings were removed again, what rule or alleged breach was applied, which transactions or game rounds were affected, what the exact balance was when the account was closed and how much of that balance was withheld.

I do not dispute LuckyWins right to close my account. I dispute its decision to retain almost the entire valid cash balance after it had already reviewed the original confiscation and restored the funds.

The unpaid amount is estimated at approximately €65,000. The exact amount should be established from LuckyWins balance and game records.

I ask Casino Guru to obtain these records from LuckyWins and help me receive the full valid cash balance that was on my account when it was closed, less the €5,768.15 already paid.

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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.?
• Did you pass the verification before you lost access to the account?
• Have you contacted the casino customer support via email to ask about the reason why your account was blocked?

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

Hello,

I was playing mostly slots, occasionally live table games and did none or very few sportsbets.

Verification was completed and before that big hit there were several succesfull withdrawals.

I did ask for reasoning several times, conversation with support was attached to original submission.

Hope this helps.

Hello DimOK,

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,

Thank you for the additional information.

Could you please provide your complete game and transaction history covering the period from July 23, when the €69,212.60 balance was restored, until the account was closed?

Ideally, the records should show the balance changes, bets placed, wins/losses, withdrawals, and any adjustments made by the casino during that period. This will help us establish what the actual balance was when the account was closed and how much remained unpaid.

You can send the files to me at attila.g@casino.guru.

Thank you for your cooperation.

Best regards,

Attila

Unfortunately, I am unable to provide requested information, as my access to account has been disabled, I mentioned that in initial post. I am also interested, how much was left on account balance, please ask luckywins to provide this information.

I remember, that I continued to play and balance did not change much between 23rd July and account suspension. So it is more or less 60-70k euro which were unpaid, exact number should be available in casino records.

Hope this helps.

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, Martina (martina.b@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

Dear DimOK,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite LuckyWins! Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case?

Thank you in advance for providing the information.