Complaint #11 Lucky Circus Casino

Withdrawal Delay and Withdrawal Rejected after Verification

By Caprevost

4 months ago

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.

Disputed Casino Lucky Circus Casino

Reason Delayed payment

Amount €1000

Discussion

AskGamblers

• Support Team

4 months ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Lucky Circus Casino management acted in accordance with their Terms and Conditions.

1.5. Deposit Bonuses – Unless otherwise specified, deposit bonuses carry a 50x wagering requirement.Maximum win and withdrawal are capped at 10x the bonus amount.

Source: https://www.luckycircus.com/bonus-terms-and-conditions

The information of maximum win is clearly displayed in the bonus terms and on the promotion page: https://prnt.sc/MU07FychlR7z

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Caprevost

4 months ago

Hello,

I confirm that the issue has NOT been resolved.

The casino has stated that they have nothing further to add, and the remaining €1,302 is still withheld. I am awaiting AskGamblers’ review and mediation.

Thank you.

Lucky Circus Casino

• Representative

4 months ago

At this point in time we have nothing else to add from our end, we await AskGamblers' review. Thank you!

Caprevost

4 months ago

Hello,

I respectfully disagree with the assertion that the maximum cashout was “clearly displayed” at opt-in. The Arcane Month bonus terms I received from the chat agent mention only the minimum deposit, maximum bonus, wagering requirement, and that general terms apply. They **do not explicitly state a maximum cashout**. I have screenshots of these terms as sent by the agent.

Because the terms were ambiguous, I asked the chat agent for clarification. They **confirmed twice that no maximum cashout applied**, and I relied on this information in good faith. Under consumer protection and gambling regulations, agents have a legal obligation to provide accurate information when terms are unclear, and their statements are considered binding if reasonably relied upon.

Additionally, if the bonus were truly capped at 10× the bonus amount, my winnings would have been **automatically reduced to €1,000 after completing the wagering requirements**, as occurs with other capped promotions. Instead, my account reflected the full €2,302, and LuckyCircus only allowed me to withdraw €1,000 while withholding €1,302. This shows that the supposed cap was not applied automatically and reinforces my claim.

I continue to dispute the withholding of €1,302 and request that it be released in full, without additional wagering, as a fair resolution.

Regards,
Carmen

Lucky Circus Casino Complaint Stats

Resolved 5 / 5

Avg. Amount $3,562

Avg. Complaint Duration 6 days

Avg. Response Time 1 day

Lucky Circus Casino Complaints

See all complaints for this casino

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

Bonus removed during wagering

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.

Resolved

€4,020

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