Newlucky Casino - Вывод средств игрока был задержан из-за проблем с доступом к аккаунту.

I applied for a withdrawal of 9000€ from this casino, but when I looked at it after a while, it was blocking access from Japan.

I contacted support but no response.

I have not applied for withdrawal of the full amount due to the amount limit.

Please have a casino representative call me to explain the withdrawal schedule.

I cannot provide any further documentation or other information as I do not have access to the site.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask a few questions to help clarify your situation:

• Could you kindly confirm whether you have completed the full KYC verification?
• Have you made any successful withdrawals from this casino before?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
• Have you tried clearing your cookies and cache, deleting your browser history, or using a different device or internet connection to access the casino website?
• Has the casino contacted you after you informed them that you are unable to access the website from Japan?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

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, 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.

KYC is done.

I also have experience with withdrawals.

I cannot access the site and cannot contact the casino.

Please contact the casino customer support at [email protected], and let me know of their response to the problem you've been experiencing. Also, kindly specify if you used a VPN or IP-masking software to alter your true location while accessing the casino before.

I cannot contact support.

That's why I want you to understand that I am taking the trouble to file this complaint.

I am not using a VPN.

Sending an email to the casino does not require you to access their website directly. You can contact them via email even if you don’t have access to the casino account at the moment.

Please send the email to the casino as I instructed, wait for their response regarding the processing of your payment, and then forward the communication to me at [email protected].

We have certain procedures to follow, and to assist players effectively with their complaints, we rely on their cooperation.

Please understand that I am filing a complaint because I cannot even communicate properly via email.

Could you please elaborate on that statement? Did you send an email to the casino that has not yet been answered? If so, please forward the email to me at [email protected]. Thank you for your cooperation.

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Kubo ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear andandjonnyx,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Newlucky Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Newlucky Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons why the player is currently unable to access the website from Japan despite previously being able to do so? Additionally, please clarify whether the player’s balance will be returned. Your detailed insight will enable us to proceed with a fair and informed resolution.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear andandjonnyx,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

Unfortunately, since the casino is regulated by the Curaçao Gaming Authority (CGA) - also referred to as the Curaçao Gaming Control Board (GCB) - there is currently no formal process for handling individual player complaints. The CGA has publicly stated that it does not have the authority to mediate disputes or arbitrate between players and operators, and therefore cannot order compensation or provide binding resolutions.

However, the CGA has also acknowledged that player complaints are valuable in identifying potential breaches of licensing obligations. They are actively working on implementing measures to address such matters more effectively in the future. For this reason, it is still worth submitting your complaint through their official contact form or by sending an email to their address at [email protected].

Please make sure to include the name of the casino’s operator in your submission, as omitting this information may result in the complaint being disregarded.

You can find further guidance on submitting complaints to regulators on this link.

If you need help preparing your complaint or receive a response from the regulator, feel free to contact me at [email protected].

I'm truly sorry I couldn't offer a more favorable resolution in this case.

Best regards,

Kubo

Hello Everyone,

We’ve reopened this complaint at the request of Newlucky Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear andandjonnyx,

We have received the following statement from the casino:

Dear Andandjonnyx and Casino Guru Team,

We sincerely apologize for the delay you are experiencing with your withdrawal. Please rest assured that our team is fully aware of your case and is actively working with our payment partners to resolve the issue as quickly as possible.

We understand how important this matter is to you, and we truly regret the inconvenience caused by the extended waiting time. Your funds remain completely safe, and we are doing everything we can to ensure the transaction is finalized without further delay.

Thank you for your patience and understanding while we work to solve this problem. We will provide you with an update as soon as new information becomes available.

Kind regards,

NewLucky Casino Team

Dear Newlucky Casino,

Could you please provide us with an estimated timeframe for when the payouts will be initiated?

Thank you for your cooperation.

Dear Andandjonnyx and Casino Guru Team,

We would like to assure you that we are actively working on resolving this matter. We sincerely apologize for the delay in providing you with a response and completely understand how frustrating this situation may be.

Please rest assured that your case remains a priority for us. At the moment, the issue is still under review, and we are in close contact with our payment partners to ensure a proper resolution. Providing reliable and timely support to our players is very important to us, and we truly regret that in this case, the process has taken longer than expected.

We will continue monitoring the situation and share further updates with you as soon as new information becomes available.

Thank you once again for your patience and understanding.

Best regards,

NewLucky Casino Team

The casino has contacted me.

After cashing out hundreds of euros in bonuses at this casino, I played through them and increased my balance to €9,000.

However, the casino is now claiming to reduce my winnings.

The terms and conditions regarding winnings from bonuses should only cover restrictions when converting bonuses into real money.

maximum withdrawal amount = "The maximum cash amount available after meeting the bonus wagering requirements"

Imposing restrictions on winnings earned with real money is not fair.

Dear andandjonnyx,

Thank you for sharing this information.

Dear Newlucky Casino,

Could you please provide the player’s complete game log, preferably in CSV, XLSX, or any other convenient format, covering the activity from the time of deposit up to the withdrawal request when the final amount was capped?

You may send this evidence directly to my email at [email protected].

Thank you very much for your cooperation.

As previous complaints have shown, this casino automatically cuts bonuses to their limits once you reach the wagering requirements. 

It's clearly unfair to then cut any subsequent increases you make with real money play.

Dear Andandjonnyx and Casino Guru Team,

We hope this message finds you well.

We have sent the requested document to your email address as instructed. We will be waiting for your feedback regarding this case.

Thank you for your time and cooperation.

Best regards,

NewLucky Casino Team

Dear Newlucky Casino,

Thank you for providing the requested game logs.

According to the records, the wagering requirements for the player’s bonus were fulfilled with the final bet (ID: 2821586712) placed on July 19 at 16:33:40. At this exact timestamp, the logs also indicate an operation involving the bonus funds, which appears to be their transfer into the player’s real balance. From that point forward, the player was playing with real funds. While these funds originated from the bonus, the bonus conditions should no longer have been applicable.

From our perspective, if the player was neither warned that bonus conditions would continue to apply after the wagering requirements had been met nor prevented from continuing gameplay before requesting a withdrawal, enforcing a bonus cap on real balance winnings is unfair.

For these reasons, we believe the player should receive the full amount of winnings obtained from real balance play.

Thank you for your understanding, and I look forward to your response.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Andandjonnyx and Casino Guru Team,

After reviewing your case, we would like to clarify that the partial write-off of your winnings was carried out strictly in accordance with our Bonus Terms and Conditions, which are publicly available on our website and can be viewed by anyone.

It is correct that the player successfully completed the bonus wagering and continued playing with real funds. However, these funds originated from a bonus, and according to our terms and conditions — which every player agrees to when participating in bonus offers — the maximum withdrawal amount after completing the wagering requirements cannot exceed 10 times the initial bonus amount.

This rule is clearly stated in our Bonus Policy (Bonus Deposit Section, point 20):

"If you wish to place a withdrawal after the wagering requirements have been met, you must note that the maximum withdrawal amount after its wagering is 10x from the initial bonus amount. NewLucky reserves the right to write off the remaining balance from the winnings after wagering individually."

For transparency, you can find the relevant section and rule here:

- Link: https://newlucky.com/policy/bonus/

- Screenshot: https://prnt.sc/0q0t1juuFVO6

We have already informed the player directly about this adjustment and explained the specific rule that applied. Please rest assured that all actions taken were fully in line with our published and agreed-upon terms.

We appreciate your understanding and thank you for your attention to this matter.

Best regards,

NewLucky Casino Team

The "Withdrawable Amount" here generally refers to the amount displayed in your account as "Withdrawable Amount" after the bonus wagering requirements have been completed.

This casino's system automatically reduces the amount even after the bonus wagering requirements are met, effectively applying the bonus terms twice.

Please review the complaint I submitted previously.

This casino forcibly set my balance to €400 after I met the bonus wagering requirements.

Ultimately, this was an error caused by the casino failing to clearly state the cashout limit. However, the terms were already applied immediately after I met the bonus wagering requirements, and subsequent application was not permitted.

In any case, the casino has yet to return a single euro of the funds.

Order the full refund of the funds by this weekend.

Dear andandjonnyx,

I have reviewed your previous complaint involving Newlucky Casino, as you suggested, and found the following record:

Could you please check your transaction history and confirm whether you have any similar records after wagering this bonus?

Thank you for your cooperation.

I want you to review the complaint from the very beginning.

I already cannot access this casino in the first place.

The crucial point is that this casino operates a system where "if the bonus wagering requirements are met while exceeding the limit, the bonus is forcibly confiscated."

I understood this from my previous complaint, which is why I believed "the limit would not be reapplied after meeting the wagering requirements."

Because doing so would mean this casino is applying the bonus terms and conditions twice.

This reasoning seems natural, doesn't it?

If submit casino history, you'll likely find that when met the wagering requirements for this bonus, several hundred dollars in bonus funds disappeared, followed by several hundred dollars in real money being credited.

If I had $10,000 in real money at that point, it would have been reduced to around $6,000.

At this moment, it's generally considered that the casino's bonus terms and conditions have been applied.

Dear Newlucky Casino,

We find the reasoning and enforcement of the bonus rules in this case to be highly unfair toward the player. Your system clearly recognizes when a player is engaging in bonus play and when the bonus wagering has been completed, transferring the remaining funds to the real balance.

You have also confirmed that the player continued playing with real funds. Therefore, it is evident that the funds were indeed real at that point. The statement suggesting that these funds, while real, still "originated from the bonus" lacks logical distinction. Once the wagering requirements are fully met and the balance is converted into real funds, there should be no difference in treatment - the funds are, by definition, real.

Moreover, the bonus itself originated from real money, which further blurs the line in this reasoning. If the player had withdrawn the balance immediately after completing the wagering and then redeposited the same amount, the funds would have been treated differently, even though the situation would be identical. This indicates that the rule’s enforcement forces unnecessary transactions solely to trigger a specific balance condition - a process that could easily be handled automatically by your system.

Additionally, the previous issue involving the player andandjonnyx at your casino, where winnings were capped, demonstrates that such system-based restrictions have been applied before.

From our perspective, this bonus winning cap has been unjustly applied to real funds. Therefore, we believe the player is entitled to receive the full amount in question.

Thank you for your understanding, and I look forward to your response.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Andandjonnyx and Casino Guru Team,

Thank you for bringing this matter to our attention. We truly appreciate your patience and understanding.

Please note that your case is currently under review by our relevant department. Our team is carefully analyzing all the details related to your bonus winnings to ensure a fair and transparent resolution.

We will definitely find a proper solution and provide you with a detailed response regarding this case shortly.

Best regards,

NewLucky Casino Team

The main issue with this complaint isn't the bonus, but the significant delay in withdrawals.

First, please withdraw the 6,000 euros immediately.

It's been several months already, and nothing has been paid out.

After that, decide whether to pay the 3,000 euros that Casino Guru and I claim should be paid. If you refuse to pay, accept that this casino will face significant penalties and its rating will plummet.

Is that acceptable?

Dear Newlucky Casino,

Could you please provide an estimated timeframe for the completion of your analysis? I have already shared Casino Guru’s position regarding your actions, and we are unable to keep this complaint open indefinitely.

Thank you for your attention and timely response.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello to the player and the community,

Hello to the Casino Guru team,

As the Head of VIP at NewLucky Casino, this case was brought to my attention during our regular monitoring of player feedback and continuous efforts to improve the quality of our service. I reviewed the complete complaint history, correspondence, and the actions taken by our team. This required more time than the standard response window, but in certain cases, accuracy and a thorough approach are more important than speed. My intention is always to provide the highest possible level of service.

Below are the final conclusions I have reached. These decisions are final.

1. Regarding the GEO restrictions

We did indeed close access from the GEO where the player previously logged in. This was a global business decision and was not aimed at any specific individual. We understand this may have caused difficulties when attempting to log in.

The player’s account remains open and accessible. In 2025, changing an IP address does not present any technical difficulty.

2. On the reasons for the GEO restrictions

While I am not required to publicly disclose the internal logic behind such decisions, I can note that they are primarily based on two factors:

- prioritizing the markets where we plan long-term development,

- and the increasing number of players attempting to systematically abuse bonus policies.

These measures are in place to maintain a fair and sustainable gaming environment.

3. Regarding the partial confiscation of winnings

After a full review of the case, I have overturned the previous decision to confiscate part of the player’s winnings.

Believe me, casinos in this industry have many legitimate grounds to apply such measures, and decisions of this kind are taken only when absolutely necessary. In this particular case, I do not see grounds to maintain the confiscation.

The funds will be returned to the player’s account shortly.

4. Regarding the withdrawal

The player was repeatedly asked to provide bank details needed to process a fiat withdrawal. We have never received a reply, even though our emails were successfully delivered.

The complaint was initiated on the basis that the player wishes to withdraw the winnings in cryptocurrency, however such an option is not available.

This is the only reason for the delay. Without bank details we cannot proceed, and this step is entirely on the player’s side.

5. AML requirements

The player’s request to deposit in EUR and withdraw in cryptocurrency falls under AML restrictions.

The industry gold standard is straightforward:

withdrawals must be processed to the same payment method used for deposits.

This is a mandatory requirement, not an internal preference.

Conclusion

As the facts clearly show, the issue is not that the casino is refusing to pay the player.

The only cause of delay is that the player has not provided the bank details required for a fiat withdrawal.

On our side, I have:

- reversed the confiscation,

- arranged for the funds to be returned to the player’s account,

- clarified how the player can access the account again,

- and confirmed that the withdrawal will be processed as soon as we receive the necessary banking information.

I do not see any grounds to continue discussing this case within the complaint thread.

Kind regards,

Head of VIP

NewLucky Casino

I have never used the bank at this casino from the start.

I use cryptocurrency and Mifinity.

Even when using fiat currency, deposits and withdrawals are processed using cryptocurrency.

as a Japanese citizen, withdrawals are technically impossible because Japanese banks operate on a fundamentally different system than European banks.

The concepts of IBAN and SWIFT/BIC do not exist.

Therefore, I explained earlier that withdrawals can only be made in cryptocurrency. Is this difficult to understand?

I have sent numerous emails and can provide proof of this.

Since the casino has restricted user access to their accounts, it must comply with the withdrawal method specified by the user.

Dear Head of VIP & Newlucky Casino,

Thank you for your detailed explanation and for your commitment to providing high-quality services and fair resolutions.

We fully understand the requirement to process withdrawals using the same method that was used for the deposit, in accordance with AML policies. However, requesting the player’s bank details - despite the fact that deposits were made via cryptocurrency and the e-wallet MiFinity - appears to contradict this requirement.

Based on AML principles, withdrawals should be processed to the same payment method(s) used for deposits. Moreover, the player is unable to provide an IBAN, as IBANs do not exist in Japan, which he has correctly stated.

Could you please clarify why bank details are being requested in this case, given that the player deposited exclusively through cryptocurrency and an e-wallet?

Thank you for your cooperation.

The casino requires me to use a VPN to access their site and submit withdrawal requests myself.

Why should users have to pay out of pocket to set up a VPN environment when the casino is imposing GEO blocks for their own convenience?

Hello to the player and the community,

Hello to the Casino Guru team,

I would like to clarify our position once again.

The player can initiate a withdrawal via MiFinity, which is a fiat payment method, just like a bank transfer. All deposits made since February 2025 were processed through MiFinity, and therefore the player can withdraw through the same method, fully in line with payment and AML requirements.

The player’s account is open and fully accessible. He can log in and initiate a MiFinity withdrawal at any moment, and we are not placing any limitations on this process. For reasons unknown to us, the player has not done so, despite being informed multiple times that this method is available.

It also seems that the main point of disagreement is the player’s expectation to receive the withdrawal in cryptocurrency. Unfortunately, this option is not available for this account, while MiFinity remains the correct and supported withdrawal method based on the player’s payment history.

We once again invite the player to initiate a MiFinity withdrawal request so that we can process it immediately.

Head of VIP

NewLucky Casino

This casino seems to have forgotten that Japan is geo-blocked.

My internet provider completely blocks VPNs, so I cannot use a VPN.

I stopped using Mifinity while the casino refused to process my withdrawals for months.

Therefore, I wish to withdraw using cryptocurrency.

However, I provide both a Mifinity account and a cryptocurrency account.

Dear Newlucky Casino,

Thank you for your clarification. Unfortunately, since you have implemented geo-blocking for Japan - a decision we fully acknowledge is within your rights - requesting that the player circumvent this restriction in order to request a withdrawal is not a practice we can consider appropriate.

Furthermore, as using a VPN is not a viable option for the player, I would kindly ask whether a manual withdrawal initiated by your side to a MiFinity account (in compliance with AML requirements) would be possible. At this moment, this appears to be the only realistic solution, especially considering that cryptocurrency withdrawals are, as you have noted, unavailable.

Thank you for your cooperation.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.