LuckyAnon Casino - Печалбите на играча се конфискуват поради забавено обработване на бонуса.

I would like to file a complaint regarding an unfair bonus/balance handling issue at LuckyAnon Casino.

This is a time-sensitive case because the active bonus is due to expire in less than 7 days, so I am providing the key facts immediately to avoid delays.

I completed and lost all 4 welcome bonuses. After losing the 4th bonus, only $0.10 remained on the account. I believed the bonus would either end automatically or become irrelevant at that point, so I did not manually cancel it.

After that, I made a 5th deposit without claiming any bonus and lost it.

Then I made a 6th deposit, again without claiming any bonus, deposited $100, and won $1,359.10 from normal real-money play.

When I later tried to withdraw, I discovered that the old 4th bonus was still technically active because of the remaining $0.10, and now the entire balance is apparently tied to that old bonus balance. If I cancel the old bonus now, the casino system shows that I would lose the entire balance, including winnings generated from my later non-bonus deposit.

My position is simple: these winnings were not generated from bonus funds. They were generated from a later deposit made without any bonus.

Important facts in advance:

Verification/KYC: as far as I understand, LuckyAnon operates as an anonymous crypto casino and did not require KYC from me in this case.

Previous withdrawals from this casino: no, I have not successfully withdrawn from this casino before.

Was the winning deposit made with a bonus? No. The 6th deposit that produced the winnings was made without any bonus.

Did I contact the casino first? Yes. I already contacted the casino and explained the situation, but they did not provide any proper solution.

Nature of the issue: not delayed payment, but the casino treating later real-money winnings as if they were still part of an old bonus because $0.10 remained on the account.

I also reviewed the Terms of Service published on the site and could not find any clear rule stating that:

a player must always manually cancel an old bonus before making a new non-bonus deposit;

future non-bonus deposits automatically become part of an old bonus balance because a small amount remains there;

later real-money winnings can be confiscated if the old bonus is cancelled afterwards.

Since there appears to be no separate published Bonus Terms page, I believe the publicly available rules do not clearly justify this outcome.

I am asking Casino Guru to help review this case urgently and ask the casino to separate my later real-money deposit and winnings from the old 4th bonus, because those winnings were not made from bonus funds.

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 does that, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with LuckyAnon Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please share any screenshots or other evidence to support your complaint?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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

Best regards,

Tomas

Could you clarify what exactly you need as evidence to support my complaint? Casino does not deny anything, they just say that is how their system works.

attached two screenshots of what their AI said about this situation.

I will send transcript to your email tomas

Hey, just to follow up on this we are also investigating this on our end as it could be a bug that did not auto cancel the bonus from low balance. We've recently made some changes to prevent bonus abuse from switching wallets and making real money deposits while a bonus is active which could have created this issue.

Hello, we investigated this internally and found that it was a bug on our bonus system.

What caused this:

We recently suffered from severe bonus exploits from a coordinated group of players who were making real money deposits while a bonus was active to convert bonus balances to real money balances and bypass our wagering requirements. We released a fix to this; however your remaining balance was just slightly above the auto-cancellation threshold which is an error on our side which we are fixing in our next release.

Due to how quickly the exploits were happening and our rush to push updates to fix it, a lot seems to have been lost in communication with our support agents.

Solution

We cancelled the active bonus on your account and transferred the bonus wallet balance of 1300.80 USDT to your main wallet. There are no further wager requirements on it and you are free to withdraw or play at your discretion.

We also credited 250 free spins on Sugar Rush to your account which you can use within the next 7 days as an apology for this situation.

If you need anything else please reach out!

Great! I am glad we solved that problem!

But what is the point of giving me freespins if they were canceled as soon as i have made withdrawal request? You could give it to me after withdrawal.

The fix we just released to solve your issue cancels any active bonuses on a new deposit, so when you made the deposit for 40.50 it voided the free spins we awarded you. We just gave you 250 more that should work now!

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear ypznncnuh,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas