Complaint #6 Lucky Circus Casino

Bonus removed during wagering

By Andreas G.

11 months ago

I made a deposit of 4000€ to use a 100% match bonus. After wagering a significant amount of the bonus the Casino simply cancelled my bonus of 4000€ and left my balance at 1300€. I don't think this is fair behavior at all. They are not replying and giving me no reason for doing this. The casino should either not give me a bonus or let me fully wager it. Removing the bonus after I wagered a significant part of the bonus is simply unfair.

A few days ago this complaint was rejected, because the Casinos investigation was still pending. That has now changed. The casino claims that they have suspended my account and that is the reason they cancelled my bonus. However, this is no fair reason to delete my bonus after I have partially wagered it already.

Disputed Casino Lucky Circus Casino

Reason Bonus removal

Amount €4019.85

Discussion

AskGamblers

• Support Team

11 months ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

Andipf

• Bayern

11 months ago

I received the funds and consider the case closed. Thank you!

AskGamblers

• Support Team

11 months ago

Dear @Andipf,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you have received the refund and consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Lucky Circus Casino

• Representative

11 months ago

Dear AskGamblers Complaint Team

Thank you for your coordination of this complaint.

We have contacted you on the email provided. We consider this a fair outcome for both parties.

Lucky Circus Casino Complaint Stats

Resolved 6 / 6

Avg. Amount $3,063

Avg. Complaint Duration 5 days

Avg. Response Time 1 day

Lucky Circus Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 4 out of 4 complaints in this category have been resolved.

This operator's average complaint duration is 5 days, while the average duration across all operators is 8 days.

Lucky Circus Casino Complaints

See all complaints for this casino

Withdrawal rejected and partial amount deducted

Dear Support Team,

I would like to file a complaint regarding the bonus code MANIC75, which I used yesterday with a €50 deposit.

According to the bonus terms and conditions, the maximum withdrawal amount was stated as €5,000. However, my withdrawal request of €1,000 was cancelled, and I was informed that I am only allowed to withdraw €375.

As shown in the screenshots I have attached, the terms clearly indicate a maximum cashout of €5,000. Despite this, I was told by your support team that the maximum amount I can withdraw is only five times my deposit amount. This information directly contradicts the terms that were presented to me when I claimed the bonus.

I find this situation extremely misleading and unfair. If a withdrawal limit of only five times the deposit applies, this should be clearly stated and not conflict with the advertised maximum cashout amount.

I kindly request that this matter be reviewed and clarified as soon as possible. I would appreciate your assistance in resolving this issue and ensuring that the bonus terms are applied correctly.

Thank you for your attention to this matter. I look forward to your response.

Kind regards,

< first name removed >

Resolved

€500

Withdrawal Delay and Withdrawal Rejected after Verification

I deposited and played at Lucky Circus Casino using a bonus. The bonus wagering requirements were fully completed in accordance with the terms. After completion, I requested a withdrawal of €2,302.
Before submitting the withdrawal request, I uploaded all required KYC verification documents. Each document showed a green check mark, indicating that it had been reviewed and approved. I also contacted live chat before requesting the withdrawal and was explicitly informed that my account was fully verified and that I could proceed with the withdrawal. I have screenshots and chat transcripts confirming this.
Despite this confirmation, my withdrawal request was later rejected. When I contacted support, I was told that additional documents were required, even though those documents had already been uploaded and verified prior to the withdrawal request.
Later, support stated the following:
“Because there was documentation pending verification, after reviewing it, we have confirmed that you have verified it. Now, please just wait for your new withdrawal to be reviewed.”
This explanation is contradictory and misleading. My account verification had already been completed and confirmed before the withdrawal was requested. Verification is now being used retroactively as a reason to delay or reject payment.
At this point:
• The bonus wagering requirements were fully met
• All verification documents were uploaded and approved
• Account verification was confirmed by live chat
• No additional documents are required
There is no valid reason for my withdrawal to be rejected or delayed. I believe Lucky Circus Casino is unjustly withholding my funds and providing inconsistent explanations.
I am requesting that Lucky Circus Casino process and release my €2,302 withdrawal without further delay. I am willing to provide screenshots of verification status and chat confirmations to support this complaint.

Resolved

€1,000

Removed winnings 15489 from account

On Dec 4th I received a phone call of a bonus offered to me, and then i was emailed that bonus which was 150% up to $250 and a max payout of $1500. I deposited $100 and played and did the wagering requirements and came out with $700.

I tried withdrawing on 4th Dec at 8:12 to which it was rejected due to needing to upload some documents. I tried withdrawing again after uploading the relevant documents at 19:12 and was rejected once more. I then decided to play out with the money that was back into my account and lost the $700.

4th Dec 21:38 I deposited another $100 with no bonus attached just a deposit and played over a span of six days with this deposit and had won an accumulated amount of $18000 playing casino live and online slots.

I was already having issues with withdrawing and uploading documents as they were asking me for same documents I had already uploaded. This was extremely hard and annoying process. I tried withdrawing $4000 on 12th Dec as this was the max amount it was letting me withdraw to but this was declined due to again wanting more documents. I tried again on the 4th and it was rejected and all money was removed from my account except $2011.35

I then received an email which stated that the money in my account was won on a bonus deposit and was now void as the max payout was $1500 but as a goodwill gesture I will receive $2011.35. This is not true, I won this accumulated amount on my second deposit which has no bonus attached.

I have tried resolving this with the casino but they are now not responding to my emails. I have read terms and conditions and it says all bonuses are automatically cancelled reaching a certain amount and this term only applies to the balance tied to a bonus and not to funds on the players balance gained from other deposits.

They are stating that somehow my first deposit and second deposit have got mixed up and now I don't get my winnings from my second deposit. I asked to see my gameplay as you can only see the last 50 on this website to which they responded this information will take 1-2 months but are telling me they have already reviewed this but cannot show me any of this information?? This is a lot of money to miss out on and I feel as though I am being shafted and scammed and am now just being ignored.

I can upload any screenshots from this website or messages with this company if needed

Thank you please help.

Resolved

$2,011

Unable to withdraw winnings due to missing original payment method

Hello AskGamblers Team,

I would like to submit a complaint regarding my withdrawal issue at Lucky Circus Casino.

On 27 November 2025, I initiated my first withdrawal using Virtual Visa, which was also the method I previously used for depositing. As soon as I started this withdrawal, the casino began the KYC verification process.

I successfully completed the entire KYC procedure.
After verification, the casino informed me that I must withdraw using the same method as my last deposit. However, the Virtual Visa withdrawal option has disappeared from my account. The only available withdrawal method now is bank transfer.

I contacted support multiple times to explain that the original method is no longer available.

On 5 December, the casino asked me to submit a bank transfer withdrawal request, which I did.
However, the next day the withdrawal was cancelled, and I received the message:
“Please use the same withdrawal method as the one being used on your last deposit.”

I explained again that this method is no longer available to me. The casino repeated the same instruction, and my withdrawal was cancelled again, despite following their guidance.

Today, 10 December, support once again told me to “try again,” but the same issue continues with no resolution.

I am worried that the casino is unwilling or unable to process my withdrawal.

Amount pending: 14,000 NOK (~1,400 EUR)

What I am requesting

I kindly ask AskGamblers to assist me in ensuring that Lucky Circus processes my withdrawal using the only available method (bank transfer), or alternatively restores the Virtual Visa option so I can withdraw using the original deposit method.

I have followed all instructions, completed KYC, and attempted all withdrawal methods available to me. I am ready to provide any screenshots, emails, chat transcripts, or additional proof if needed.

Thank you for your assistance

Resolved

kr14,000

Winnings unrightfully deleted

After successfully wagering the first the first deposit bonus I managed to have a balance of almost 8000€. A few days later the Casino decided to delete 3000€ with the explaination that the max win of my bonus was 5000€. However, the bonus rules of my bonus clearly stated that possible winnings are unlimited. I attached a Screenshot as proof. I expect the Casino to act according their T&C and pay me fully.

Here is the translation:

Luckycircus support (September 30):

Hello A,

We hope you're well.

The first deposit bonus you're using is subject to a maximum withdrawal limit of €5,000. Winnings exceeding this amount are non-refundable and have been voided. Your eligible winnings are available for withdrawal.

If you have any questions, please contact us.

LuckyCircus Support

Me October 1st:

Dear Lucky Circus Support,

That's incorrect. Under the bonus rules for the first deposit bonus, point 8 clearly states that the maximum winnings are unlimited. I'm attaching a screenshot.

I ask you to credit my legitimate winnings immediately.

Resolved

€8,000