OnLuck Casino - Player’s account is closed without explanation.

Good afternoon. I registered at the onluck casino on 04.12.25. I made a deposit in cryptocurrency, in the amount of about 510 euros. I received a welcome bonus. I played in the casino, the 3X3: 27 Ways slot from the Gamzix provider. I participated in the Spin-O-Mania tournament. The bet was 0.2 euros. The entire balance was lost. But I took the prize place. For which I received a prize from Gamzix in the amount of 750 euros. I have repeatedly participated in this tournament on other sites. This prize has no wager. It is not a bonus. It can be withdrawn to your account immediately. Then I went through verification (I uploaded a passport, an address statement, a selfie with a passport, and confirmed the crypto wallet). I put the funds for withdrawal. The casino asked for an additional photo. Selfie with a passport on the street. I took a photo and sent it to them. After that, my account was blocked. I received an answer to my questions. That my account is blocked forever. For violating the casino rules. The casino refuses to report what rules I violated. A very strange story. With such success I can accuse anyone of anything and not explain why. The funds in my account are not even the casino's. They are the money of the provider Gamzix. That is, I participated in the tournament, and the casino took the money for itself. Thank you for your attention.

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Dear KosKos222,

Thank you very much for submitting your complaint. I’m sorry to hear about what happened with your account and the difficulties you are experiencing with your withdrawal.

To understand the situation better, I would like to clarify a few details:

• When your account was blocked, did the casino provide any written explanation at all, even a short description, regarding the alleged rule violation?
• Could you please confirm the exact amount you are trying to withdraw? Is it €750 from the tournament only, or has your balance changed since then?
• Before the account was blocked, did the casino ever warn you about any suspicious activity or ask for any other documents?

If you have any screenshots, emails, or chat transcripts that show the communication with the casino, especially the message where they state that your account is permanently blocked, please upload them here or forward them to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello. No. There was no explanation from the casino. I am trying to withdraw 760 euros. The casino did not warn about anything. The casino did not require any other documents

Dear KosKos222,

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, Kubo (jakub.m@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.

Wishing you a Happy New Year and all the best ahead! 🎉✨

Dear KosKos222,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from OnLuck Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear OnLuck Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons for the closure/blocking of the player's account? Your detailed insight will help us proceed with a fair and informed resolution.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear KosKos222,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

Unfortunately, since the casino is regulated by the Curaçao Gaming Authority (CGA) - also referred to as the Curaçao Gaming Control Board (GCB) - there is currently no formal process for handling individual player complaints. The CGA has publicly stated that it does not have the authority to mediate disputes or arbitrate between players and operators, and therefore cannot order compensation or provide binding resolutions.

However, the CGA has also acknowledged that player complaints are valuable in identifying potential breaches of licensing obligations. They are actively working on implementing measures to address such matters more effectively in the future. For this reason, it is still worth submitting your complaint through their official contact form or by sending an email to their address at complaints@cga.cw.

Please make sure to include the name of the casino’s operator in your submission, as omitting this information may result in the complaint being disregarded.

You can find further guidance on submitting complaints to regulators on this link.

If you need help preparing your complaint or receive a response from the regulator, feel free to contact me at jakub.m@casino.guru.

I'm truly sorry I couldn't offer a more favorable resolution in this case.

Best regards,

Kubo