LuckyWins! Casino - Igračev dobitak je konfiskovan.

I had no deposit spins on a luckywins. Completed wagering went and asked support if I'm free from restrictions now and can I play and withdraw my whole balance as normal balance was 700 at this time. they said yup no problem. Got a massive hit 47k by far my biggest ever and probably will ever get and tried to withdraw and they took it saying that I still wasn't allowed to play with the winnings even after wagering was complete. I would accept this IF I didn't ask support before I continued playing. I am currently waiting for transcripts

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.

• Do I understand correctly that the casino confiscated your winnings?
• Could you please clarify whether the casino confiscated your entire balance or if your winnings have been reduced?
• Which bonus did you play with? If possible, please post a promo code or link to the promotion you activated here in this thread.

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,

Kristina

All my winnings except 80$ and then I played again got up to about $700 asked support if I had any restrictions on my account and can I withdraw the full balance which they said yes. I went on to win a massive amount then when I tried to withdraw they cut it down to 80$ again.

The bonus was a christmas bonus that's runs everyday. Unsure of link.

Sorry for late reply I never got a notification about your reply

What Happened (Step by Step):

I received no-deposit free spins as part of a promotion.

I completed all the wagering requirements. Once finished, the casino automatically reduced my balance from around $600 down to $80 NZD – this is their standard max cashout rule for no-deposit bonuses, and it was correctly applied. At this point the $80 was shown as withdrawable real money.

After the balance was cut to $80, I continued playing with that money. I was placing bets of $15 per spin (well above the usual €5 / ~$9 NZD maximum bet allowed while any bonus is active). The casino accepted every one of these bets with no warning, no blocking, and no voiding of wins. My balance grew to around $700.

Once I reached approximately $700, I went to live chat to double-check everything was okay. I asked if there were any restrictions left and whether I could withdraw the full amount normally. The support agent clearly told me "yup no problem" (I'm still waiting for the transcript the only thing they sent me was a link that took me to an internal log in for staff).

Feeling confident after the agent’s confirmation, I kept playing legitimately and hit a massive $47,000 win – easily the biggest win of my life.

When I tried to withdraw, the casino rejected it and confiscated the entire $47,000. They said the max win from a no-deposit bonus is only 80 NZD and that this limit "applies to all winnings derived from bonus funds and any subsequent gameplay, even after meeting all bonus requirements". They now claim the $80 "remained bonus funds" the whole time.

Why This Is Unfair:

The casino already processed the wagering and enforced the max cashout by cutting my balance to $80 → this shows the bonus stage was finished.

They allowed me to bet $15 per spin (far over the bonus max bet limit) without any issue or voiding → if bonus rules were still active, those bets should have been rejected or winnings cancelled immediately.

Their own agent explicitly confirmed there were no restrictions after I had already been playing and winning with the cleared balance.

They are selectively applying only the rules that suit them (max win cap) while ignoring others (max bet rule) just because the win got big.

This feels like classic "tainted funds" predation that Dama N.V. casinos are known for, and it also goes against New Zealand’s Fair Trading Act (misleading information from their staff). I played completely in good faith based on what the casino showed me and what their support told me.

Hello Charlieshroom,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina 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 Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Ok thanks

Dear Charlieshroom,

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, Stefan (stefan.m@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,

Kristina

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear Charlieshroom,

I am sorry to hear about the issue you are experiencing with the casino. I will reach out to the casino on your behalf and do my best to help resolve the matter promptly.

At this point, I would like to invite a representative from LuckyWins! Casino to join this conversation and assist in addressing the complaint.

Dear LuckyWins! Casino,

Could you please provide your comments regarding the situation?

Thank you in advance for your cooperation and for sharing any relevant information.

Dear All, 

Thank you very much for raising this complaint here and for giving us the opportunity to explain what happened.

We have reviewed the player’s complaint and the correspondence they had with us regarding this matter and we believe that the we understand both the reason and the cause of the complaint. 

We agree with the player that they received a no-deposit freespin bonus on the 5th of December. They received 20 FS with a wagering requirement of 40 times the freespin winnings amount before a cashout can be requested. The Terms and Conditions for the promotion specified that the maximum winning that could be derived from this bonus had a cap of 80 NZD.

We also have reviewed our records and can confirm that at the time they met the 40x wagering requirement that unlocks their ability to request a cashout, they contacted our Customer Service team to inquire about the status of their balance and asked if they are permitted to withdraw their entire balance. This chatlog was provided to the player after they contacted us and has been posted in this thread. 

Unfortunately, we have to acknowledge that the player was inadvertently misinformed when they spoke to our colleague. As you can see from the chatlog, our colleague misunderstood the player’s question and therefore did not thoroughly check the origin of the player’s balance. 

His answer focused on the standard 3x deposit wagering requirement (which ensures deposited funds are played through before withdrawal) rather than the specific winnings cap associated with the no-deposit bonus. It makes no mention of the bonus or the bonus wagering requirement.  

While our colleague did note that a final review would be conducted by the relevant department at the time of a cashout, we agree that the information provided at the time was incomplete and misleading.

We agree that our colleague should have been more thorough. We also understand how this incorrect response caused the frustration the player experienced and are sorry for that.

However, we would like to state that there has been no intention to mislead the player and we do not consider that the mistaken answer given by our colleague invalidates the terms of the promotion. For that reason, we believe that the winning cap was applied correctly. 

Kind regards, 

Lucy @ LuckyWins

Thank you, Lucy, for your detailed response and for openly admitting that:

- The agent "inadvertently misinformed" me and misunderstood my question.

- The information provided was "incomplete and misleading" regardless if it was intentional or not.

- This directly caused my frustration and led me to continue playing in good faith.

I genuinely appreciate the honesty and the apology.

At the time of the chat, my balance had already grown to approximately $700 through $10-per-spin bets placed after the initial $80 clearance. Those bets (well over the bonus max-bet limit) were accepted without any issue or voiding, further reinforcing that the funds were being treated as cleared real money.

I relied on your agent's reassurance to keep playing, which resulted in the $47,000 win.

Given your admission that the support response was misleading and encouraged continued play, I kindly ask Casino Guru to rule that this overrides the retroactive application of the max-win cap and compel the full payout (or a fair settlement).

Thank you again to both LuckyWins and Casino Guru for reviewing this fairly.

Best regards,

Julian

Also luckywins states there that "our colleague misunderstood the players question and did not check the origin of the balance"

When my question was specifically " I did the wagering with the bonus and then I got a win, am I ok to withdraw the full balance" . I saw that this wasn't answered correctly so I asked him to double check for me before I got excited he double checked and said yes I am able to withdraw he believes there will be no problems with the wagering side of things and also he added with the verification side of things. Which there was also a problem with that too. When I went to withdraw the 80 after they took the 47000 even tho I have withdrawn before all of a sudden there were extra hurdles I had to jump through hoops with taking multiple selfies with my elbow in them, with the background being clear and this went on and on. I think I had to send in 7 different selfies to get it right. So he was wrong with that too. So not only did I come to get reassurance that I could withdraw my win I asked him to double check to make sure as I didn't want anything going wrong just before Christmas. I don't understand why I should miss out on literally life changing money because of someone not doing their job correctly even tho they were asked multiple times.

Dear LuckyWins! Casino,

Thank you for your response and continued cooperation.

Could you please provide us with the player’s game log so that we may obtain a clearer and more comprehensive overview of the case? You can send it to my email address stefan.m@casino.guru.

We look forward to your response.

Hi Stefan,

Just a quick note to confirm that we shared the requested game log this morning.

Thank you for your time and attention.

Kind regards,

Lucy @ LuckyWins

Dear LuckyWins! Casino,

Thank you for the provided documentation. We will review the evidence and will come back to you as soon as possible.

Dear LuckyWins! Casino,

We have thoroughly reviewed the game log and determined that the winnings obtained from the free spins were capped from NZD 556.31 to NZD 80.

Based on our review, it appears that the player subsequently continued playing using real money funds. Under these circumstances, we believe that the player should be eligible to receive the full winnings generated thereafter.

In light of this, we kindly ask you to reconsider the situation and proceed with paying the player the remaining winnings. We hope that we can reach a mutual and amicable agreement on this matter.

We look forward to your response.

Hi Stefan,

Just wanted to say a quick thank you for your time and for thoroughly reviewing the game logs. I really appreciate you stepping in and pushing for clarity on this.

I'm still following along and watching every update as soon as it happens and looking forward to any update when LuckyWins responds.

Thanks again!

Best regards,  

Julian

Hi Stefan, 

Thank you for your response and for your review of the complaint. 

While we understand your position on this matter and the reasoning for your recommendation, we have to point out that the Terms and Conditions of the promotion are quite clear in that the maximum winning cap applies even after wagering requirements have been met. 

"Maximum winning from free spins bonus is 200 EUR/USD/AUD/CAD/NZD; 2000 NOK; 16000 RUB; 3600 ZAR; 200 CHF; 0.008 BTC; 2.8 LTC; 0.12 ETH; 1.6 BCH; 2956 DOG; 200 USDT; 400 XRP; 0.36 BNB; 600 ADA; 1300 TRX.This limit applies to all winnings derived from bonus funds and any subsequent gameplay, even after meeting all bonus requirements. Amounts exceeding this limit may be forfeited upon withdrawal. This rule applies to all promotions, including email offers." 

https://www.luckywins.com/terms-and-conditions

In addition, the promotion specific terms limited the maximum winnings for the freespins to 80.00 NZD.

While we maintain that the T&Cs clearly define the payout limit, wagering conditions and that the adjustment was carried out correctly, we acknowledge that the unintentional misinformation provided by our colleague created a unique complication.  

Had the player been correctly informed that their balance was derived from freespin winnings and therefore the withdrawal cap remained in place despite wagering being met, they likely would have ceased play or adjusted their expectations. This was also acknowledged by the player in their initial complaint.

We cannot agree to the recommended full reinstatement of winnings, as that would entirely invalidate a fundamental term of the promotion. However, in the interest of reaching a fair resolution and acknowledging our part in the misunderstanding, we would like to propose a compromise.

We are prepared to restore 4,483.50 NZD to the player as a final settlement.

We believe that this offer to compensate for our representative’s error demonstrates our commitment to fairness while still preserving the intent of our Terms and Conditions. 

We look forward to hearing your thoughts on this proposal and the prompt resolution of the matter.

Kind regards,

Lucy @ LuckyWins

Dear Stefan and Lucy @ LuckyWins,

Thank you both for the continued cooperation and for LuckyWins' offer of NZD 4,483.50.

I appreciate the acknowledgment of the agent's unintentional misinformation and the willingness to compromise. This proposal is made in good faith with the genuine aim of reaching a swift, mutually agreeable resolution without escalation to other dispute services or further public commentary.

The figure has been calculated objectively based on the facts:

Casino Guru's review of the game logs, which confirmed the post-cap play was with real money funds and recommended full eligibility for the subsequent winnings.

Acceptance of liability for the misleading support advice that induced continued play.

Acknowledgment of the existing bonus terms and conditions.

My initial view of a fair outcome was 75% of the disputed winnings (~NZD 58,500). However, I understand the casino's position on preserving the intent of their T&Cs and the desire to avoid prolonged proceedings.

In the interest of negotiation and compromise, I am therefore prepared to meet exactly in the middle between our two positions (4,483.50 vs. 58,500), which lands at approximately NZD 20,000.

Settlement Terms (if accepted):

Payment of NZD 20,000 within 7 days of agreement (with reasonable flexibility on the exact date).

Mutual release of all current and future claims related to this matter upon receipt of payment.

Mutual confidentiality regarding the settlement details.

To facilitate the quickest possible closure and avoid any further delay (which has already stretched longer than necessary), I am willing to reduce my position further to NZD 15,000—provided agreement is reached and payment initiated within the next 24 hours.

I believe this represents an equitable outcome for both sides, allows LuckyWins to resolve the matter positively, and enables me to move forward as a satisfied customer.

I look forward to your prompt response and hopefully a swift agreement.

Sincerely,

Julian

Dear LuckyWins Casino,

Thank you for your response and continued cooperation.

Following the player’s latest message in the complaint thread, we would kindly ask you to review and respond to the proposed settlement offer of approximately NZD 20,000. While our position remains that the player should be eligible for the full amount based on the post-cap gameplay with real funds, we acknowledge that the player is willing to negotiate in good faith and reach a middle-ground solution.

In light of this, we would appreciate receiving your official position on the player’s proposal so that we can determine whether an amicable resolution can be reached.

We look forward to your response.

Hi Stefan, 

Thank you for the update and for sharing your and Casino Guru’s perspective on this complaint and your preferred outcome. 

We maintain our opinion that withdrawal limits on winnings that have been derived from bonuses and/or free spins are a common industry practice and are not inherently unfair, especially in the context of no-deposit promotions with a wide audience. 

However, we recognize the specific nuances that make this case more complex and agree that it has taken quite a long time to arrive at this stage.  

In the interest of a prompt resolution and reaching a fair compromise, we are prepared to agree that a 'middle ground', as represented by the player’s settlement offer of a payment of NZD 20,000.00, is the most appropriate outcome here

To this effect, we will be contacting the player directly to coordinate a structured payment schedule. We believe this "middle ground" approach balances the player’s expectations with our operational requirements.

We will keep you updated once the first installment has been processed and the player has confirmed the arrangement.

Kind regards,

Lucy @ LuckyWins

Hi Stefan,

Just a quick note to confirm that we have been in contact with the player and have came to an agreement. The first part of their funds has been credited to their casino account and is at their full disposal.

Kind regards,

Lucy @ LuckyWins

Dear LuckyWins! Casino,

Thank you for your response and we truly appreciate your cooperation and efforts in reaching an agreement with the player.

Dear Charlieshroom,

Could you please confirm that you have received the credited funds in your casino account? Additionally, kindly proceed with submitting the first withdrawal in accordance with the information provided by the casino and let us know once this has been done.

We look forward to your confirmation.

Thankyou Stefan

Funds have been received but withdrawal is a nightmare. They are refusing to withdraw to my debit card even though my most recent successful withdrawal was done via this exact card, they won't accept my bank account number so now I'm trying to withdraw using the last option I have which is crypto. I'll update on how that goes.

Thankyou.

Managed to get the funds out through mifinity so hopefully the next lot is alot smoother

Dear Charlieshroom,

Could you please let us know how much you have withdrawn so far and what the remaining balance is to be paid out from the agreed NZD 20,000?

I look forward to your response.

Hey Stefan

10000nzd has been paid out so one more payment of 10000nzd is left to be credited to my account. they needed 14 days in-between payments due to the "manual process" or something but that's ok I'm Just happy we've found a resolution.

Thankyou so much for your help in all this, i couldn't of done it without you and I can't wait to press that issue resolved button 😁

Dear Charlieshroom,

I am glad that the issue is being resolved. Please let us know once the payment is processed and paid.

We look forward to your response.