The player from Germany had received a 120% bonus and had confirmed with support that the maximum withdrawal was €10,000 if no terms were specified. After wagering €4,200, his account balance had reduced to €632 due to continuous autospins, conflicting with the information provided by support. The Complaints Team had clarified that the casino's terms for the newsletter bonus set a maximum cashout limit of €500, which the casino had adhered to. As the terms were clearly stated, the complaint had been rejected.
OnLuck Casino - Player's cashout is disputed.
Closed
Our verdict
Unjustified complaint
Amount: €4,000
OnLuck Casino
Safety Index:Above averageCase summary
Discussion
Public
Public
1 month ago
Translation
So I got a 120% bonus via email, played with it and asked support what the maximum withdrawal was, she said if there was nothing in the email, bonus terms specifically for the bonus, it was 10k. I played, my wager was about €4200 and after completing the wager my account was at €650. Now I have €632 because the autospins continued, but it was reduced even though the terms and conditions don't specifically say €650 max cashout, and the support also said if nothing is stated, it's 10k.
Automatic translation:
Public
Public
1 month ago
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.
Public
Public
1 month ago
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.
- Am I correct in understanding that you received this bonus via a promotional email and that it was not directly available on the casino website?
- Did you contact customer support after your winnings were capped at €650? If so, did they provide any explanation for this cap?
- How much did you deposit to claim the 120% bonus?
- Which bonus code did you enter to activate it?
- Were there any special or additional terms and conditions for this bonus visible in your casino profile?
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
Public
Public
1 month ago
Translation
Yes, a bonus that I received by email that I had attached to the first message, there was nothing in it about a Maxcashout
I asked before I had wagered the bonus and they confirmed to me that if there was nothing in the email and nothing specifically in the terms and conditions for the bonus it was 10k max cashout and as I said there was nothing in the email and nothing specifically in the terms and conditions after that I contacted them as to why it had been reduced they just wrote oh we are sorry to hear that and then they said in order to withdraw funds I have to do KYC which is clear to me
I deposited 156.69 EUR with Crypto
Great 120% on deposit with code BKLUCK120 .
That was the code
No, it wasn't written anywhere and there was nothing and the normal terms and conditions are 10k
Automatic translation:
Public
Public
1 month ago
Dear Player and CasinoGuru Team,
Thank you for your message and for providing all the details.
The bonus in question was received via a newsletter promotion. According to point 6 of the General Bonus Terms and Conditions https://www.onluck.com/bonus-terms-and-conditions: The maximum amount of winnings obtained with bonus funds from newsletters is 150 EUR / 150 USD / 150 GBP / 225 CAD / 225 NZD / AU$225 for bonuses with free spins, and 500 EUR / 500 USD / 750 CAD / 750 NZD / AU$750 for cash/percent bonuses, unless otherwise stated in the newsletter. Winnings obtained with bonus funds exceeding the stated values cannot be withdrawn and will be cancelled.
In this case, the promotion was a newsletter cash/percent bonus, so the maximum cashout limit is €500.
After the wagering requirements were completed, the player’s balance was €656.69. This amount included €500 (the maximum winnings allowed from the newsletter bonus) and the player’s original deposit.
The reason the deposit amount remained on the account is that the player technically did not lose their real funds during gameplay — the wagering was done using bonus money. Therefore, once the wagering was completed, the system kept the original real balance untouched and applied the €500 maximum cashout limit to the bonus winnings portion only. The excess amount from the bonus winnings was removed according to the stated rules.
It’s true that when the player contacted support, they were given incomplete information. The agent referred to the general withdrawal limit of €10,000 for standard bonuses and unfortunately overlooked the fact that this promotion came from a newsletter, which has its own specific conditions. However, as the agent mentioned, if an exception exists, it is always clearly stated in the bonus terms — and in this case, it was indeed stated there.
We are already conducting additional training with our support team to ensure that similar misunderstandings do not occur in the future.
Best Regards,
Onluck Casino Team
Public
Public
1 month ago
Translation
What a garbage casino, first and last time I play there, what are you risking that you can only win a few hundred euros in the end, such crap, not even compensation, the support is incompetent, 1 star rating goes out everywhere, real rip-off
Automatic translation:
Public
Public
1 month ago
Dear OnLuck Casino representative,
Thank you for reaching out to us and providing more details regarding the player's case.
Dear kilianh48742,
I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider an imposed win limit to be unfair and predatory only when it is applied to real-money play. However, we accept bonus Terms and Conditions that restrict the maximum cashout from bonus winnings.
In this case, the Bonus Terms and Conditions clearly state the maximum cap on winnings from newsletter bonuses. Therefore, the casino’s decision to limit your winnings after wagering was in line with the stated rules.
I understand that the live chat agent may have provided different information, but human errors can happen. Live support is often outsourced or may not always be fully aware of every condition. In such cases, the terms and conditions published on the website always take precedence.
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.
Best regards,
Veronika
