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I would like to file a complaint against LuckyVibe Casino for withholding €3,616.02 of my balance.

On September 3, 2026, there was €0.08 of real money remaining in my player account. An additional €38.39 was credited to my account as "Level 2 Daily Cashback".

I continued playing with the available funds and my account balance rose to over €4,000. I then requested a withdrawal of €4,000.

This payout was rejected by LuckyVibe. Instead, I only received €383.98. The difference of €3,616.02 was removed from my balance.

This was subsequently justified by the fact that, according to the general bonus conditions, cashback is subject to a maximum profit of 10× the cashback amount.

I am aware that LuckyVibe includes a corresponding provision in their general bonus terms and conditions. Nevertheless, I expressly request that Casino Guru not only verify the existence of this clause, but also its fair and transparent application in my specific case.

The cashback resulted from my previous real-money losses. During the subsequent game, all winnings were credited to my account balance as usual. My player account showed a balance of several thousand euros and subsequently allowed me to request a withdrawal of €4,000.

During the game, it wasn't sufficiently clear to me that more than 90% of the displayed balance was actually not payable at all.

I consider such a massive restriction on the actual withdrawable winnings to be an essential condition that a player should be clearly and immediately made aware of when receiving or activating the cashback, and not only through a general bonus clause whose practical effect only becomes visible upon withdrawal.

What I find particularly problematic is that the system continues to allow bets and winnings and displays a real account balance of several thousand euros, even though, according to the casino, it is already clear that practically the entire amount exceeding this can never be paid out.

I have access to LuckyVibe's complete DSAR report, including my gaming, bonus, and payment history. This report verifies both the cashback credit and the withdrawal request of €4,000, as well as the eventual acceptance of a payout of only €383.98.

I therefore ask Casino Guru to contact LuckyVibe and clarify the following points in particular:

Why was a balance of over €4,000 displayed as regular credit during the game, even though the casino believed a maximum of around €384 could be withdrawn?

Where and how was I clearly informed, upon receiving the specific "Level 2 Daily Cashback", that all winnings exceeding 10 times the cashback amount would be forfeited?

Was there an explicit indication of the specific maximum payout or profit limit immediately upon receipt or activation of the cashback?

Why doesn't the system prevent further play or clearly inform the player that any additional winnings are not withdrawable?

I request payment of the withheld €3,616.02 or a fair settlement with LuckyVibe.

Thank you very much for reviewing my case.

Ich möchte eine Beschwerde gegen LuckyVibe Casino wegen der Einbehaltung von 3.616,02 € meines Guthabens einreichen.

Am 3. September 2026 befanden sich noch 0,08 € Echtgeld auf meinem Spielerkonto. Zusätzlich wurden meinem Konto 38,39 € als „Level 2 Daily Cashback" gutgeschrieben.

Mit dem vorhandenen Guthaben spielte ich anschließend weiter und mein Kontostand stieg auf über 4.000 €. Daraufhin beantragte ich eine Auszahlung von 4.000 €.

Diese Auszahlung wurde von LuckyVibe verworfen. Stattdessen wurden mir lediglich 383,98 € ausgezahlt. Die Differenz von 3.616,02 € wurde aus meinem Guthaben entfernt.

Nachträglich wurde dies offenbar damit begründet, dass Cashback nach den allgemeinen Bonusbedingungen einem maximalen Gewinn von 10× des Cashback-Betrags unterliegt.

Mir ist bewusst, dass LuckyVibe eine entsprechende Bestimmung in den allgemeinen Bonusbedingungen aufführt. Dennoch bitte ich Casino Guru ausdrücklich darum, nicht nur das Vorhandensein dieser Klausel, sondern auch deren faire und transparente Anwendung in meinem konkreten Fall zu prüfen.

Der Cashback entstand aufgrund meiner vorherigen Echtgeldverluste. Während des anschließenden Spiels wurden sämtliche Gewinne regulär meinem Kontostand gutgeschrieben. Mein Spielerkonto zeigte mir ein Guthaben von mehreren tausend Euro an und ermöglichte mir anschließend auch die Beantragung einer Auszahlung von 4.000 €.

Für mich war während des Spiels nicht ausreichend erkennbar, dass mehr als 90 % dieses angezeigten Guthabens tatsächlich überhaupt nicht auszahlbar sein sollten.

Eine derart massive Beschränkung des tatsächlich auszahlbaren Gewinns halte ich für eine wesentliche Bedingung, auf die ein Spieler beim Erhalt beziehungsweise bei der Aktivierung des Cashbacks eindeutig und unmittelbar hingewiesen werden sollte und nicht erst durch eine allgemeine Bonusklausel, deren praktische Auswirkung erst bei einer Auszahlung sichtbar wird.

Besonders problematisch empfinde ich, dass das System weiterhin Einsätze und Gewinne zulässt und einen realen Kontostand von mehreren tausend Euro anzeigt, obwohl nach Auffassung des Casinos bereits feststeht, dass praktisch der gesamte darüber hinausgehende Betrag niemals ausgezahlt werden kann.

Ich verfüge über die vollständige DSAR-Auskunft von LuckyVibe mit meiner Spiel-, Bonus- und Zahlungshistorie. Daraus lässt sich sowohl die Gutschrift des Cashbacks als auch der Auszahlungsantrag über 4.000 € und die schließlich akzeptierte Auszahlung über lediglich 383,98 € nachvollziehen.

Ich bitte Casino Guru daher darum, LuckyVibe zu kontaktieren und insbesondere folgende Punkte zu klären:

Warum wurde während des Spiels ein Guthaben von über 4.000 € als reguläres Guthaben angezeigt, obwohl nach Auffassung des Casinos maximal rund 384 € auszahlbar waren?

Wo und wie wurde ich beim Erhalt des konkreten „Level 2 Daily Cashback" eindeutig darüber informiert, dass sämtliche Gewinne oberhalb des 10-fachen Cashback-Betrags verfallen?

Gab es unmittelbar beim Erhalt oder bei der Aktivierung des Cashbacks einen ausdrücklichen Hinweis auf das konkrete maximale Auszahlungs- beziehungsweise Gewinnlimit?

Warum verhindert das System nicht das weitere Spielen beziehungsweise weist den Spieler nicht deutlich darauf hin, dass zusätzlich erzielte Gewinne nicht auszahlbar sind?

Ich bitte um Auszahlung der einbehaltenen 3.616,02 € beziehungsweise um eine faire Vermittlung mit LuckyVibe.

Vielen Dank für die Prüfung meines Falls.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Bonus T&Cs and I found this:

1.7. Cashback and Cash Rewards are a bonus unless otherwise specified. Any rules that apply to bonuses in general apply to Cashback and Cash Rewards. Cashback and Cash Rewards carry a wagering requirement of 10x the amount given (unless specified elsewhere) and have a max. win limit of 10x the amount received. Additional winnings are deemed non-withdrawable and are voided upon cashout.

Sadly, there is not much I can do to support your case at this time, especially when the casino shares all the relevant information on the website. Casinos try to design their bonuses to be as attractive as possible, and setting a maximum cashout limit for bonus winnings is very common. Please, do not hesitate to let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint.

Thank you very much in advance for your understanding.

Best regards,

Attila

Hello Attila,

thank you for reviewing my complaint.

I believe there is an important misunderstanding regarding my case.

I am not disputing that the cashback bonus had a 10x wagering requirement and a 10x maximum win limit while the bonus was active.

My complaint concerns the fact that the €4,000 withdrawal was generated after the cashback wagering had already been completed.

LuckyVibe has provided me with a complete GDPR/DSAR ZIP file named DSAR_O_128920_luckyvibe.zip. It contains, among other things, bonus_issues.csv, bets.csv and payments.csv. These are LuckyVibe’s own internal records, and they allow the exact sequence to be reconstructed.

The relevant cashback bonus was €38.39.

Therefore:

10x wagering requirement = €383.90

In bonus_issues.csv, LuckyVibe records:

Level 2 Daily Cashback – €38.39

Wager: €384.40 / €383.90 (100%)

Stage: "Wager Done"

Updated at: 2026-09-03 03:59:34

The final bet still marked with the bonus is bet ID 125959776:

Balance before: €101.09

Bet: €1.60

Balance after: €99.49

Bonus Issue: Level 2 Daily Cashback

It finished at 03:59:34.680.

The very next bet, ID 125959779, started at 03:59:34.821, only 0.141 seconds later:

Balance before: €99.49

Bonus Issue: empty / no bonus assigned

This means that, according to LuckyVibe’s own records, the cashback wagering was completed when my balance was only €99.49.

This is crucial because €99.49 was far below the €383.90 maximum win limit. There were therefore no excess winnings to remove when the cashback wagering ended.

I then continued playing without the cashback bonus being assigned to my bets. My balance increased to €393.56, and I requested a €300 withdrawal at 04:44:05.

Later, separate older rewards were played and lost. The betting history shows that my playable balance eventually fell to only €0.02.

At 06:22:03, the previous €300 withdrawal was recalled.

The first bet after this recall started with:

Balance before: €300.02

Bonus Issue: empty

From that point until the €4,000 withdrawal, LuckyVibe’s data contains 1,636 bets, and every single one has an empty Bonus Issue field.

These later bets generated the winnings in dispute.

For example, LuckyVibe’s own betting data shows:

€5 bet → €2,385.50 payoff → balance increased from €546.02 to €2,926.52

€10 bet → €518 payoff → balance increased to €3,439.27

€10 bet → €648 payoff → balance increased to €3,769.27

€10 bet → €1,278 payoff → balance increased to €4,341.57

€20 bet → €1,124 payoff → balance increased to €4,224.57

All of these bets have no bonus assigned in LuckyVibe’s own records.

My balance later reached a maximum of €4,690.57 and was €4,445.57 after my final bet before the withdrawal.

I then requested the €4,000 withdrawal at 08:51:17.

Therefore, the relevant sequence according to LuckyVibe’s own data is:

€38.39 cashback → wagering completed at €99.49 → status "Wager Done" → bonus assignment disappears → €300 withdrawal → other rewards subsequently lost → balance €0.02 → €300 withdrawal recalled → balance €300.02 with no bonus assigned → 1,636 bets without any bonus assignment → balance grows above €4,000 → €4,000 withdrawal requested.

LuckyVibe subsequently allowed only €383.98 and confiscated €3,616.02 by applying the previous cashback maximum-win limit to the later winnings.

I therefore respectfully ask that the complaint not be closed solely on the existence of the 10x maximum win clause.

The key question is whether that clause can still be applied to winnings generated after the wagering requirement had already been completed and after LuckyVibe’s own system stopped assigning the cashback bonus to my bets.

I can provide the complete original DSAR ZIP file supplied by LuckyVibe, including the CSV files mentioned above, so that Casino Guru can independently verify every figure and timestamp.

Thank you very much for taking another look at this specific point.

Hello,

Thank you for the detailed clarification.

Could you please forward the complete DSAR ZIP file and the relevant CSV files you mentioned so we can verify the sequence of events?

Additionally, please provide evidence of the €300 withdrawal requested after the cashback wagering was completed, as well as your bonus history showing that no subsequent bonuses were activated before the disputed €4,000 withdrawal.

You can send the files to my email at attila.g@casino.guru.

Thank you in advance for your cooperation.

Best regards,

Attila

Hello Attila,

I have just forwarded the original LuckyVibe email to you and sent the complete original DSAR ZIP file to attila.g@casino.guru as requested.

The ZIP contains the relevant betting, bonus and payment records needed to verify the sequence of events described above.

Please let me know if you need any additional information or specific files.

Thank you very much for reviewing the evidence.

Best regards,

[Redacted]