OnLuck Casino - Player's winnings are being confiscated.

Around 36 hours ago, I was playing at onluck casino/onluck.com.

When commencing play, I had 300 euro real money in my account. No bonuses or promos attached to it.

I played the slot The dog house, for close to two hours, varying bet from 0.2 euro to 0.8 euro bet or spin.

My balance fluctuated from a maximum of 530 euro, to a minimum of 260 euro.

Then I had a huge win on freespins with 0.4 euro bet; 992 euro. My balance when catching the freespins, was 289 euro.

When checking my balance after the freespins, something was clearly *wrong*, as my balance was now 1531 euro, not 1281 which it should have been.

I checked my email and saw that I had won 250 euro in a tournament, *Bet Storm*.

I decided to keep playing and then set a stop loss at 1400 euro.

I continued playing on auto spin at bet 0.4 euro, but after less than two minutes, when my balance was around 1500-1520 euro, it auto dropped to 547 euro. Almost 1000 euro disappeared from my account.

I immediately contacted live support, explained the situation and screenshot to them my big win.

They replied they had forwarded the issue and asked that I await email reply.

Today I received an email, stating that as I was playing with a loyalty bonus which had a maximum win of 50 euro, everything was correct.

I knew I had not agreed to or activated such a promo, so I again contacted live chat, while at the same time checking my bonus history.

It appears that shortly before my big win of 992 euro, the casino had added 15 euro to my balance. A loyalty bonus with a win cap of 50 euro.

I had not requested, accepted or activated such a bonus. Nor was there any notification of such a bonus on my screen.

As I was midplay, playing auto spin at turbo-level, I would not have noticed a small increase (or decrease for that matter) of 15 euro in my balance.

The casino maintains that the outcome of this (reducing my balance with almost 1000 euro) is correct, as I was playing with a bonus.

However, as stated above, to the best of my knowledge, I was playing with my real money balance. I did not consent to a bonus/promo which capped my win potential, and neither did I activate such a bonus/promo.

15 euro was added to my balance, midplay, no consent or activation on my part, and no notification on my screen. I was on auto play at the time.

Clearly this can't be right. Clearly if I'm playing real money with no restrictions, the casino should not be able to add a small insignificant amount to my balance, with no notification, no consent or activation from me, that without my knowledge caps my potential win to a small amount, while I am convinced I'm playing my real money balance with no restrictions.

I can only describe it as entrapment.

I have played online casino for years and I have never before experienced that bonuses or promos is added to real money balance without I somehow choosing them (by for instance making deposit, or activating then from bonus section).

Regarding the 250 euro tournament win, it turned out this also was a bonus with restrictions (10 000 euro wagering), and I have therefore not played it. It expires in 30 hours. I have not played at all since this incident. My balance in onluck casino is, at the moment, 547 euro, including the 250 euro tournament win.

I ask your help in this matter.

Best regards

[Redacted]

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Dear player,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you played with bonuses in this casino before?
• Were you at any point aware that a promotion has been activated?
• Have you reached out to customer support as soon as you have realized a bonus has been applied?

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

Thank you very much in advance for your reply.

Best regards,

Attila