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Dear Casino Guru Team,

I am submitting this complaint regarding my unpaid tournament winnings from OnLuck Casino.

I participated in the Onlyplay Happy Hours Tournament, which ran from March 5 to March 19. I played through OnLuck Casino and took part in Stage 2 and Stage 3.

I finished No. 1 in Stage 2 and No. 1 in Stage 3, with prize amounts of €4,200 and €6,300, respectively, for a total of €10,500.

According to the tournament terms, prizes should be credited to players as withdrawable funds within 72 hours after the end of the tournament.

However, although the tournament ended on March 19, I have still not received my winnings.

I contacted OnLuck Casino several times to request payment, but the matter remains unresolved. In their latest reply, they stated that this is a provider tournament, that they need more time to get a response, and that they are still waiting for the provider’s answer. They also said they could not answer my questions at this stage.

I am attaching screenshots of the leaderboard results and my communication with the casino.

I kindly request Casino Guru’s assistance in helping me obtain payment of my unpaid tournament winnings of €10,500.

I would like the Casino to credit my winnings of €10,500.

Thank you.

bricefox

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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 you a few questions to clarify your situation.

• Did you receive any congratulatory email or any other confirmation proving that you achieved first place in both stages of the tournament?
• Which games did you play to achieve your ranking?
• Is the leaderboard publicly available? If so, please send me a link to the tournament and the leaderboard.
• Did you need to make a deposit to participate in the tournament, or was it a free-entry tournament?

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

Hello Veronika,

Thank you for your message.

Please find my answers below:

Did you receive any congratulatory email or confirmation?

No, I did not receive a separate congratulatory email. My ranking was visible directly on the in-game tournament leaderboard (see attached screenshot).

Which games did you play?

Among the 28 games participating in the tournament, I mostly played the following games: Book of Eye, Coin Flynn, Brazil Farm, Hot and Spicy, Indiana Adventure Infinity Free Spins, Chinese Express, Pyramid Coins, and Mummy Coins.

Is the leaderboard publicly available?

No, the leaderboard was available in-game during the tournament and is no longer publicly accessible after the event ended.

Was this a free-entry tournament or did it require a deposit?

This was a free-entry Onlyplay network tournament in which OnLuck Casino participated.

I hope my answers help you better understand the situation and assist in resolving the issue.

Best regards,

Brice F.

Do you have any screenshots of the leaderboard after the event had ended? The screenshots you uploaded with your complaint do not show the final results, as the tournament was still ongoing at that time.

Additionally, could you please send me a screenshot of your bonus history covering the period from March 19 onwards, so I can verify whether any rewards were credited to your account?

Thank you for your cooperation.

Hello Veronika,

Thank you for your message.

Unfortunately, I do not have a screenshot of the leaderboard after the tournament had fully ended. For the Happy Hour tournament, the leaderboard disappeared after the event ended, which is why I took screenshots shortly before the end while it was still visible in-game.

I would like to clarify the tournament periods:

Stage 2: March 8, 16:00 GMT – March 11, 16:00 GMT

Stage 3: March 11, 16:00 GMT – March 19, 16:00 GMT

My Stage 2 and Stage 3 screenshots were taken shortly before the end of each stage. Based on the significant gap between my score and the second-place player in both stages, I believe I finished first on both leaderboards.

I am also attaching a screenshot of my bonus history from March 19 onwards. As shown, I did not receive any reward or bonus related to the Happy Hours tournament.

Thank you for your cooperation and understanding.

Best regards,

B. F.

Dear bricefox

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello there,

Thank you bricefox for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask OnLuck Casino for their help in resolving this complaint. We would like to know what the issue is with the winnings and what we can do to help the player receive their funds.

Thank you!

Hello Peter,

I can confirm that the tournament prize has now been credited to my account.

Thank you to OnLuck Casino for reviewing and resolving the matter, and thank you to Casino Guru for your assistance.

Best regards,

Bricefox

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

Dear bricefox,

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,

Peter