Lucky7even Casino - Выигрыш игрока конфискован.

Dear CasinoGuru Complaints Team,

I would like to file a formal complaint against Lucky7Even, where I am a VIP player.

On 31.08.2025, I won a total of €15,700 from a €50 bonus. As a VIP player, I have a written agreement with my dedicated VIP manager, and his direct superior, confirmed multiple times in writing via WhatsApp, that:

1. My withdrawals are to be processed within six hours.

2. Bonus-related winnings are not subject to the usual maximum withdrawal limits (e.g., 10x the bonus amount).

I was explicitly assured on multiple occasions by both Mr. D****** and his superior that I never needed to worry about bonus withdrawal limits as a VIP. Based on these assurances, I made very high deposits and continued to play large amounts on their platform.

However, when I won a significant amount, Lucky7Even only paid out €4,000 and unlawfully withheld the remaining €11,700 from my account. This is a clear breach of the agreement and constitutes deliberate fraud.

This action is unacceptable, especially considering my loyalty and playing history:

I regularly deposit and lose around €20,000 every month.

The fraudulent withholding of my winnings has also had a serious personal impact, causing emotional distress and depression. Being deliberately cheated out of a legitimate win is extremely upsetting.

I kindly ask CasinoGuru to intervene and assist in resolving this matter by ensuring that:

My balance of €11,700 is restored in full.

The casino processes my withdrawal without any further delay.

I am ready to provide all supporting evidence, including screenshots of my communications with Mr. D******* and his superior.

Thank you very much for your assistance.

Sincerely,

Dear Cer1,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Lucky7even Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Could you please describe what bonus have you played? If possible, kindly share a link for this bonus.
• What were the rules of this bonus?
• Could you please provide the agreement with the casino representatives regarding the special deal you received? Feel free forward it to my email [email protected]. Kindly include all the conversations regarding this matter. This includes emails, live chat transcripts, and any accompanying screenshots.

Please notify me here in the thread once the email has been sent.

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,

Katarina

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Cer1,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Katarina
Casino.Guru