OnLuck Casino - Player's tournament winnings are delayed.

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