LuckyVibe Casino - 플레이어의 상금은 압수됩니다.

I had fully wagered the bonus and had a balance of €630. Then I went to the withdrawal page and withdrew €500. Everything worked, and the remaining €130 was displayed in the screen. Yesterday I received the following email from the casino. Dear Katrin ,

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We would like to inform you that, while reviewing your withdrawal request, we discovered that you exceeded the maximum bet limit while playing with an active bonus. This is unfortunately a violation of our bonus terms and conditions, which are listed on our website. Due to this violation, we have been forced to confiscate your bonus winnings and adjust your balance accordingly. We thank you for your understanding, and while we strive to accommodate you, we are committed to being fair and adhering to the applicable rules.

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If you have any questions or concerns, please do not hesitate to contact us via email or chat.

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Best regards,

LuckyVibe Casino Support. I don't understand this; my maximum wager was 80 cents.

Hatte den Bonus voll umgesetzt, und 630 Euro Guthaben. Dann ging ich auf Auszahlung und 500 Euro Auszahlen. Klappte alles ,der Rest von 130 wurde in der Maske angezeigt. Gestern bekam ich folgende Mail vom casino. Liebe Katrin ,

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Wir möchten Sie darüber informieren, dass wir bei der Prüfung Ihres Auszahlungsantrags festgestellt haben, dass Sie beim Spielen mit einem aktiven Bonus das maximale Einsatzlimit überschritten haben. Dies stellt leider einen Verstoß gegen unsere Bonusbedingungen dar, die auf unserer Website aufgeführt sind. Aufgrund dieses Verstoßes mussten wir Ihre mit dem Bonus erzielten Gewinne einbehalten und Ihr Guthaben entsprechend korrigieren. Wir danken für Ihr Verständnis und sind trotz unseres Bestrebens, Ihnen entgegenzukommen, verpflichtet, fair zu sein und die geltenden Regeln einzuhalten.

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Sollten Sie Fragen oder Unklarheiten haben, zögern Sie bitte nicht, uns per E-Mail oder Chat zu kontaktieren.

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Mit freundlichen Grüßen,

LuckyVibe Casino-Support. Verstehe das nicht , mein höchst einsatz zum umsetzen war 80 cent

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 player, 

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience at LuckyVibe Casino. I checked the bonus T&Cs and I found this: 

2.2. The maximum bet while wagering is 5 EUR, 5 USD, 7.5 CAD, 7.5 AUD, 7.5 NZD, 50 NOK, 100 ZAR, or the equivalent in other currencies, unless otherwise specified. For cryptocurrency bets, the maximum bet is determined by the crypto equivalent of 5 EUR at the time the bet is placed, based on the exchange rate provided by Coinbase Converter. Players are advised to check the exchange rate at the time of betting for accuracy. The maximum bet limit applies to all wagers, including those placed after doubling a bet following a completed game round or during bonus rounds purchased within a game. Violating this rule will result in the forfeiture of all winnings derived from the bonus.

Our position is closely explained in Fair Gambling Codex: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time. 

However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is [email protected]. 

If there is any other relevant communication between you and the casino, please send it as well. 

Thank you in advance for your reply. 

Best regards, 

Natalia

I made a €20 deposit on September 29, 2025. A 500% bonus with a wagering requirement of €4,000 was received. My maximum bet was 40, 50, and 80 cents. My withdrawal of €500 was accepted. I left €130 standing. Unfortunately, I don't know where the violation occurred; I was playing normally. Five days later, I received an email stating that I had violated the betting rules. Attached is today's chat history and pictures. What would you like to know?

AutoReply • AI Agent • 16m ago

Payout

Katrin • 16m ago

What would you like to know about payouts?

AutoReply • AI Agent • 16m ago

Failed

Katrin • 16m ago

If your withdrawal was declined, it means it was rejected by the payment provider. After the cancellation, you will receive an email with an explanation and further instructions—please check your inbox (including your spam folder).

Please note: If your withdrawal is declined, the amount will be credited back to your casino balance.

AutoReply • AI Agent • 16m ago

Rate your conversation.

Very bad

Bad

OK

Great

Wonderful

Is there anything else I can help you with?

AutoReply • 16m ago

Yes, speak to an employee.

Katrin • 15m ago

Please wait a moment while I transfer the chat to one of our representatives.

Please briefly describe your problem. Thank you for your patience!

AutoReply • AI Agent • 15m ago

C

Chad joined the conversation

Hello Katrin and thank you for contacting us!

My name is Chad and I will help you with your questions.

Chad • 15m ago

Great work on your win! Let me quickly check the status of your payout.

Chad • 15m ago

Why are my 630 euros gone

Katrin • 14m ago

Hello

Katrin • 13m ago

We would like to inform you that, while reviewing your withdrawal request, we discovered that you exceeded the maximum bet limit while playing with an active bonus. Unfortunately, this constitutes a violation of our bonus terms and conditions, which are posted on our website. Due to this violation, we have been forced to confiscate your bonus winnings and adjust your balance accordingly. We thank you for your understanding, and while we are willing to find a compromise, we are committed to being fair and adhering to the established rules.

Chad • 13m ago

What is the maximum bet

Katrin • 13m ago

Only played with 80 cents

Katrin • 12m ago

Hello

Katrin • 11m ago

The maximum bet limit is EUR 5. This maximum bet limit applies to all bets, including those placed after doubling a stake after a completed game round or during bonus rounds purchased within a game. Violation of this rule will result in the loss of all winnings from the bonus.

Chad • 11m ago

But I only played 80 cents as the maximum bet

Katrin • 10m ago

You can view your betting history in your casino account, or if you cannot see it, you can request your full betting history via email:

[email protected]

Chad • 8m ago

Where can I see stake and game progress

Katrin • 7m ago

You can see it in your profile (game history):

https://www.luckyvibe.com/profile/game_history/casino?target=_self

Chad • 7m ago

I had it checked by casino guru

Katrin • 6m ago

I'm sorry to hear that. We greatly appreciate your understanding, and while we would like to accommodate, we are obligated to be fair and adhere to the established rules.

Chad • 4m ago

I don't think it's good that everything is gone

Katrin • 3m ago

I'm sorry to bring you bad news. Unfortunately, the decision is final and cannot be changed.

Chad • 3m ago

Let's see what the dispute brings

Katrin • 2m ago

Of course it is not good advertising

Katrin • 1m ago

We apologize for any inconvenience.

Katrin, if you have any further questions, I'll be happy to help.

Chad • 1m ago

No

Katrin • 1m ago

I hope you are not too upset about this and wish you more success in the future.

Thank you, Katrin, for contacting our support.

If you have any further questions, please do not hesitate to contact us again.

Have a nice day!

Chad • Just now

Rate your conversation.

Very bad

Bad

OK

Great

Wonderful

Your conversation has ended

Hatte bei 20 Euro Einzahlung am 29.09.25. 500% Bonus umsatzbedingung 4000 Euro Mein höchst einsatz lag bei 40 ,50 und 80 Cent. Meine Auszahlung von 500 Euro wurde angenommen . 130 ließ ich stehen . Weiß leider nicht wo der Verstoß war, ich habe normal gespielt. 5 Tage später kam die Mail, ich hätte gegen den wettverlauf verstoßen. Anbei chatverlauf von heute und bilder. Was möchtest du wissen?

AutoReply • AI Agent • Vor 16m

Auszahlung

Katrin • Vor 16m

Was möchtest du über Auszahlungen wissen?

AutoReply • AI Agent • Vor 16m

Fehlgeschlagen

Katrin • Vor 16m

Wenn deine Auszahlung abgelehnt wurde, bedeutet das, dass sie vom Zahlungsanbieter zurückgewiesen wurde. Nach der Stornierung erhältst du eine E-Mail mit einer Erklärung und weiteren Anweisungen – bitte überprüfe dein Postfach (auch den Spam-Ordner).

Bitte beachte: Wenn deine Auszahlung abgelehnt wird, wird der Betrag deinem Casino-Guthaben wieder gutgeschrieben.

AutoReply • AI Agent • Vor 16m

Bewerte deine Unterhaltung.

Sehr schlecht

Schlecht

Okay

Toll

Wunderbar

Gibt es vielleicht noch etwas, wobei ich dir helfen kann?

AutoReply • Vor 16m

Ja, mit einem Mitarbeiter sprechen.

Katrin • Vor 15m

Bitte warte einen Moment, während ich den Chat an einen unserer Mitarbeiter weiterleite.

Beschreibe danach bitte kurz dein Problem. Vielen Dank für deine Geduld!

AutoReply • AI Agent • Vor 15m

C

Chad joined the conversation

Hallo Katrin und vielen Dank, dass Sie uns kontaktiert haben!

Mein Name ist Chad und ich werde Ihnen bei Ihren Fragen helfen.

Chad • Vor 15m

Großartige Arbeit bei deinem Gewinn! Lass mich schnell den Status deiner Auszahlung überprüfen.

Chad • Vor 15m

Warum sind mein 630 Euro weg

Katrin • Vor 14m

Hallo

Katrin • Vor 13m

Wir möchten Sie darüber informieren, dass wir bei der Überprüfung Ihres Auszahlungsantrags festgestellt haben, dass Sie das maximale Einsatzlimit beim Spielen mit einem aktiven Bonus überschritten haben. Leider stellt dies einen Verstoß gegen unsere Bonusbedingungen dar, die auf unserer Website angegeben sind. Aufgrund dieses Verstoßes mussten wir Ihre aus dem Bonus erzielten Gewinne einziehen und Ihr Guthaben entsprechend korrigieren. Wir danken für Ihr Verständnis und sind trotz aller Bereitschaft, einen Kompromiss zu finden, verpflichtet, fair zu sein und die festgelegten Regeln einzuhalten.

Chad • Vor 13m

Was ist das maximale einsatz

Katrin • Vor 13m

Habe nur mit 80 Cent gespielt

Katrin • Vor 12m

Hallo

Katrin • Vor 11m

Der maximale Einsatz beim Wetten beträgt 5 EUR. Das maximale Einsatzlimit gilt für alle Wetten, einschließlich derjenigen, die nach Verdopplung eines Einsatzes nach einer abgeschlossenen Spielrunde oder während innerhalb eines Spiels gekaufter Bonusrunden platziert werden. Ein Verstoß gegen diese Regel führt zum Verlust aller aus dem Bonus erzielten Gewinne.

Chad • Vor 11m

Habe aber nur 80 Cent als höchst einsatz gespielt

Katrin • Vor 10m

Sie können Ihre Wettverlauf in Ihrem Casino-Konto einsehen, oder falls Sie ihn nicht sehen können, können Sie Ihren vollständigen Wettverlauf per E-Mail anfordern:

[email protected]

Chad • Vor 8m

Wo kann ich Einsatz und spielverlauf sehen

Katrin • Vor 7m

Sie können es in Ihrem Profil sehen (Spielverlauf):

https://www.luckyvibe.com/profile/game_history/casino?target=_self

Chad • Vor 7m

Habe es mal überprüfen lassen von casino guru

Katrin • Vor 6m

Es tut mir leid, das zu hören. Wir schätzen Ihr Verständnis sehr und auch wenn wir gerne entgegenkommen würden, sind wir verpflichtet, fair zu sein und uns an die festgelegten Regeln zu halten.

Chad • Vor 4m

Finde es nicht gut das alles weg ist

Katrin • Vor 3m

Es tut mir leid, Ihnen schlechte Nachrichten zu überbringen. Leider ist die Entscheidung endgültig und kann nicht geändert werden.

Chad • Vor 3m

Mal sehen was der Streitfall bringt

Katrin • Vor 2m

Ist natürlich keine gute Werbung

Katrin • Vor 1m

Wir entschuldigen uns für etwaige Unannehmlichkeiten.

Katrin, falls Sie weitere Fragen haben, helfe ich Ihnen gerne weiter.

Chad • Vor 1m

Nein

Katrin • Vor 1m

Ich hoffe, dass Sie darüber nicht allzu sehr verärgert sind und wünsche Ihnen in Zukunft mehr Erfolge.

Vielen Dank, Katrin, dass Sie unseren Support kontaktiert haben.

Wenn Sie weitere Fragen haben, zögern Sie bitte nicht, uns erneut zu kontaktieren.

Einen schönen Tag noch!

Chad • Gerade eben

Bewerte deine Unterhaltung.

Sehr schlecht

Schlecht

Okay

Toll

Wunderbar

Deine Unterhaltung wurde beendet

I have written to the support to send me the entire betting history by email

Habe den Support angeschrieben den ganzen wettverlauf mir per Mail zu senden

I had requested the entire game history. Today I received an email asking me to resend all the data. So I can get the history.

Hatte den gesamten spielverlauf angefordert. Heute bekam ich die Mail, nochmals alle Daten zusenden. Damit ich den Verlauf bekomme

Dear player, thank you for the updates. Once you obtain your game history, please send the document to [email protected] for our internal review.

Ok I will do it, it said it can take up to 6 weeks

Ok werde ich machen, dort stand bis zu 6 Wochen kann es dauern

I have now received the entire game and sent it to you by email

Habe jetzt den ganzen spielverlauf bekommen und euch per Mail geschickt

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Michal ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello fireball.1611,

I'm Michal, and I have taken over your complaint. I have reviewed your case, including your gamelog that you provided us, and sadly, it indeed looks like you made a bet that exceeded quite significantly the maximum allowed bet while playing with an active bonus:

From a strictly technical perspective, this does constitute a breach of the casino bonus regulations concerning the maximum permitted bet; nonetheless, this was merely an isolated incident, and throughout your prior and subsequent gameplay, your bets were consistently below the maximum allowable bet limit. Do you have any idea how this could have happened?

First of all thanks, this could only happen if you enter or exit a game,

Then the starting spin bet changes automatically. For example, you open a game, and the starting bet is set to 5 euros. And you have to set it to 50 cents first. If you forget that, then something like this happens.

Erstmal danke das könnte nur passieren wenn man aus ein Spiel neu rein oder rausgeht,

dann verändert sie der Start Dreh Einsatz von alleine. Zb man öffnet ein Spiel ,dann steht der Starteinsatz auf 5 Euro. Und muss ihn erst auf 50 Cent stellen, vergisst man daß,dann passiert sowas

Dear fireball.1611,

Thank you for your response. Your explanation could be one of the scenarios, but still, it is important to remember that any action or bet that was placed was done by you. Setting the bet amount limit was done by you as well, thus it is important to adhere to the rules. I will contact the LuckyVibe Casino to see if I can be of any help here.

We would like to invite LuckyVibe Casino to join the conversation.

Dear LuckyVibe Casino,

I understand that the bonus rules clearly state a maximum bet limit when utilizing a bonus, which is a common practice in the industry.

Upon examining the player's game log, I found that there was indeed one isolated instance where a bet exceeded this maximum limit; however, it is important to note that this particular bet, although a winning one, resulted in winnings that were less than the actual bet amount, indicating that it did not confer any advantage to the player. Rather, it suggests being an inadvertent error. Throughout both the previous and following gameplay, the vast majority of bets remained consistently well below the maximum allowable limit; therefore, it seems not fair to confiscate all the player's winnings only based on this isolated, most likely unintentional incident.

With this in mind, we kindly ask you to reconsider your initial decision.

Should there be any other factors influencing this matter that may not be suitable for public disclosure, please feel free to share them with me directly at [email protected]

One could also have settled up to a one-time higher stake.But directly everything

Man hätte auch abrechnen können bis einmaligen höheren einsatz.Aber direkt alles

Dear Michal,

Thank you for your fair and thoughtful review of this case. After reconsidering the situation in light of your findings, we agree that the isolated bet exceeding the limit was unintentional and provided no advantage to the player.

Accordingly, we have decided to release the player’s funds in full as a gesture of goodwill. We appreciate your balanced approach and remain committed to fairness and transparency for all our players.

Kind regards,

The Lucky Vibe Team

Thanks for your help, the amount was fully credited today. I've now booked €600 for withdrawal.

Danke für eure Hilfe, der Betrag war heute vollständig wieder gutgeschrieben. Habe jetzt 600 € zur Auszahlen gebucht

Dear Lucky Vibe Team,

I’m pleased that we’re aligned in our view of the situation, and I appreciate your choice to take the appropriate course of action in recrediting the player's winnings.

Dear fireball.1611,

Thank you for informing me that the winnings have been credited back to your balance. I am confident that the withdrawal process will follow the usual procedure, and you will receive the funds soon.

Please notify me once you have received them so that I can move forward with closing this case as resolved.

So my money has arrived in my account thank you again

So mein geld ist auf meinem Konto eingegangen nochmals Dankeschön

That clears everything up

Damit ist alles geklärt

Dear fireball.1611,

Thank you for your confirmation. I am glad that our involvement played a role in resolving the situation, and you have received the funds.

We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation.

If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Centre. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Michal

Casino Guru