The player from Germany won a 3rd place in a slot tournament but his winnings weren't given to him. After further investigation we concluded the player is not entitled to any prize from the tournament and rejected the complaint.
Arlekin Casino - Player's winnings weren't handed out.
Amount: €2,000
Arlekin Casino
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 year ago
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1 year ago
Translation
Hello,
I took part in a tournament at Arlekin Casino and I got third place. The €80,000 Spring Lucky Drops tournament. The tournament ended on March 25th and since then I've been trying to get information from the casino but nothing concrete comes out. I have contacted many casino staff via live chat and I have received an answer that my request has been forwarded. Always the same for 16 days. Everyone knows that in a tournament over €80,000, third place gets a few thousand euros, I wasn't told the exact amount. After the conflicting statements from the casino staff, I think they don't want to credit my winnings to my account. The casino staff confirmed my third place. Others write me this tournament belongs to the provider and I didn't play on your website. Others write back i got 3rd place on their site but you don't have any information for me.. what should i think about that i played a lot of money on the tournament to get 3rd place and now they are refusing to pay out my winnings or any information to get. I hope you will at least get a reasonable answer.
Thanks in advance .
Best regards
Stargios ****
Edited by a Casino Guru admin
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1 year ago
Dear Stergios65,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Arlekin Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
Could you please share which particular tournament you participated in and what were its rules?
Could you please explain how you were informed about winning third place in the tournament?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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1 year ago
Translation
Hello Thomas,
As I wrote before, I took part in the €80,000 Spring Lucky Drops tournament and I got third place. The tournament ended on March 25th, 2023. About the third place I could see my rank myself on my profile under offers.. as well as currently I'm on the third place on the tournament Spinomenal Grand Tour.
I added a photo where I asked on March 26 which place I got and as you can see from the photo, your employee confirmed my third place.
Since then I've been getting conflicting comments and no one wants to know what happened to my 3rd place. I played a lot of money in tournaments in general at their casino and I am ignored after the tournament ends. My personal manager also wrote me, she takes care of it but she hasn't answered my messages for days. Why actually??
I hope you can find a reasonable solution.
Best regards
stergios
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1 year ago
Could you please forward any messages from your personal manager or chat transcripts from support where the issue is discussed to my email at tomas@casino.guru?
Do I understand correctly that while a tournament is active there is a visual confirmation about your placement rank in your account?
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1 year ago
Translation
Hello Thomas,
first I send you the conversation with the manager,
the manager gave a ridiculous reply that the results will be added together..
what is counted together? there are only ranks and i got the third rank.. since then the manager hasn't contacted me anymore and doesn't reply to my messages.
And now to your second question, during an active tournament you can see your rank in the profile under offers, when the tournament is over then you can't see the rank anymore.
So I hope that you can finally find a solution and that I can be rewarded accordingly for my third place.
Best regards
stergios
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1 year ago
Hello Stergios65!
Sorry to hear that you have faced with such an unpleasant situation.
The Spring Lucky Drops tournament you took part in is a network competition that means that you are competing against more players from all the casinos involved.
From our side, we can see only the results reached by players from Arlekin casino. And when you contacted the support-agent in LiveChat the operator gave you the information about the place you have reached only on our project.
We are sorry for providing you with this misleading information, but as I see, later you were given the full explanation from the LiveChat agents and your manager.
Best regards
Arlekin Casino.
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1 year ago
Translation
Hello ,
I already know from what you write that several casinos are participating, but the main tournament is one or they are not linked to the main tournament? I got the third burst..why don't you tell me the bottom line. They tell me I got third place and nothing more. I played in a tournament where placement doesn't matter? Which place wins at all in this participation? I've played few thousand Euros and they don't give me a reasonable answer. You are obliged to inform me of the final result in a documented manner.
Best regards
stergios
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1 year ago
I understand your frustration, Stergios65.
Do I understand correctly you weren't notified by the casino during the tournament that the rank in the tournament displayed in your profile might not reflect your overall rank in the tournament and therefore you might not be eligible for any winnings?
Also, while the situation is unpleasant, we cannot ask the casino to pay you any winnings from the tournament if you ultimately weren't eligible for them.
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1 year ago
Translation
Hello Tomas,
first of all thank you for taking care of the case,
if the casino claims i am not qualified to win then they should show me my rank in tournament documented if third place is not qualified to win then who qualifies?
i played until the last day of this tournament to keep my third place.
Please write the casino to prove my rank to the whole tournament.
Thanks and best regards
stergios
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1 year ago
Thanks for your comment, Stergios65.
I would recommend you contact the game provider in question in order to learn about the rankings of this particular tournament if the casino is unaware of this information.
Could you please explain what were the conditions for you in order to rank in the tournament? Why was it relevant to continue playing in the tournament in order to keep your rank in it?
I'll await your reply.
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1 year ago
Translation
Hello Thomas,
This tournament is offered to me by Arlekin Casino and not by any provider and I played my money at Arlekin Casino and in the end the casino cannot tell me which place I got. However, I asked the employees of Arlekin Casino what is the name of the provider and they have no idea who it is... how is it possible?? So from there you can see how dubious everything is going on. I send you the chat history and you can see the response from the casino.
The explanation why I continued to play is because this tournament was a points tournament, for example if you won 10 euros with a bet of one euro you get 10 points and the more points you collect thus improving your rank in the tournament and if you don't play you will be awarded passed other players and with this logic I continued to play to keep the third place..
And now after a few thousand euros that I've played on the tournaments, I get nothing and not even a confirmation of my placement on the tournaments.
I suspect that Casino Arlekin doesn't want to pay for my third place wins.
Best regards
stergios
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1 year ago
I fully understand your frustration.
I apologize, Stergios65, for the inconvenience, but it seems the screenshot you submitted is for some reason unavailable for us to display. Could you please forward it to tomas@casino.guru?
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1 year ago
Translation
Hello Tomas,
I have sent you the screenshot to your email address.
Best regards
stergios
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1 year ago
Could you please explain how the tournament was advertised to you and which party invited you to participate in it? Was it presented on the casino website or elsewhere? If you have any screenshots or promotional material about it please forward them to my email at tomas@casino.guru
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1 year ago
Translation
Hello Tomas,
the tournament is offered and presented on the casino website. They also sent me emails with invitations and promotions about the tournaments. I have sent promotional material and a screenshot to your e-mail address.
Best regards
stergios
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1 year ago
Dear Stergios65,
We have contacted 3oaks provider to specify your place in network leaderboard.
The provider rechecked the information and reported that you were not found in connection with any tournament or prize place on their side.
Unfortunately, we are not allowed to provide any information of winners who belong to other casinos.
As we already mentioned, the information of the third place in the tournament, given to you in the LiveChat, concerns only your progress in our casino.
We apologize for providing you with this misleading information, and sorry to see that your experience at our casino was clouded by this situation.
Best regards
Arlekin Casino.
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1 year ago
Dear Stergios65,
I haven't received any email from your registered email address. If there is any additional information or evidence please forward it to my email at tomas@casino.guru, otherwise, we'll close the complaint.
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1 year ago
Translation
Hello Tomas,
How is it possible, I sent you the mail on Wednesday May 10th with everything you asked me. I will send you the same email again.
VG
stergios
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1 year ago
Nothing was received from you on that date or later, please make sure you send it to
tomas@casino.guru
If that doesn't work we'll try to figure out an alternative way for you to send me evidence.
I'll await your reply.
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1 year ago
Translation
Hello Tomas,
I sent 2 emails to you and none of them came back as undeliverable,
I would also like to comment on Arlekin Casino's opinion, Arlekin Casino asked the provider 3OAKS about my rank in the tournament and the response from the provider was the following: The provider checked the information again and reported that it was not related to a Tournament or prize place found on his site. What does it mean? I got rank 3 on Arlekin Casino
which has no meaning for the provider. Because Arlekin Casino is not linked to it, it is not technically possible for you to be on two list lists. And the same thing happened in another tournament where I got 4th place.. Spinomenal Grand Tour.. The Arlekin tournament offers all of us tournaments that don't actually take place.. that's a concern.. I want the Arlekin Casino rewarded me for third place where I invest a lot of money accordingly.
Best regards
stergios
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1 year ago
I've sent you an email Stergios65, to the email registered on our website.
Please try one more time to send me the evidence there.
I'll await your reply.
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1 year ago
Translation
Hello Tomas,
I have again sent the promotional material for the tournament to you, tomas@casino.guru
Best regards
stergios
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1 year ago
Thanks for your email.
Dear Arlekin casino representative,
Could you please explain if the prizes from the tournament in question are paid by you or by the game provider?
The Spring Lucky Drops tournament you took part in is a network competition that means that you are competing against more players from all the casinos involved.
I'll await your reply.
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1 year ago
Good evening,
Yes, the prizes for the tournaments are paid from our side according to the list of winners provided by the tournament provider.
Regarding this tournament, we have not received any names from the tournament provider, that means, that all the prize places were won by the players from other casinos who took part in this network competition.
Best regards
Arlekin Casino.
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1 year ago
Thanks for your reply.
Dear Stergios65,
Unfortunately, there is no way for us to proceed or demand anything else from the casino at this point. While I understand your frustration with the tournament, we cannot ask for compensation for the result of the final rank in the overall ranking when it wasn't determined you are eligible for a win from it by the tournament organizer.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
