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

Hi Attila and thank you for your response.

I have played with deposit promo at onluck.com before. I have also received loyalty bonus from them before. None of these incidents have any relation to my real money balance from which I was playing in the situation I have described.

And in the situation(s) I have played with deposit bonus, I have made a choice to do so, by accepting an offer with a promocode.

If I have received a loyalty bonus, I have needed to activate this bonus in the bonus/promo section. Meaning I would choose to and knowingly play with a promo. Which might have restrictions.

I was not at all aware that a bonus had been applied. There was no notification that a bonus had been applied, and I did not accept to a bonus, or activate this bonus. 15 euro was added to my balance while I was playing the game The Dog House, in autospinmode. As my balance was several hundred euro at this point, I would not have and did not notice this small addition to my balance.

The promo of 15 euro appears to have only had 3X wagering attached to it and a maximum win of 50 euro.

I hit some freespins, won around 1000 euro, kept playing and shortly after that, around 1000 euro disappeared from my balance.

I immediately contacted live support, explained about my win and that money disappeared from my account. I screenshot from my big win.

I was informed that I would be contacted by email, which I was 2 days later. Only THEN was I made aware that this 15 euro loyalty bonus had been applied to my balance while I was playing. Without notifying me, without me agreeing to it, or activating it. Or being aware of it.

Best regards

[Redacted]

Dear Rimmovich, thank you for your response.

In order for me to properly asses the issue, could you please share your game history?? I suggest requesting the complete game history directly from the casino in Excel format. The game history should cover the whole of the relevant period. You can reach me via email at attila.g@casino.guru.

Thank you in advance for your reply.

Hi Attila and thank you for assisting me with this.

I will request the file from them and foreward to you as soon as I receive it.

Best

Rimmovich

I am awaiting casinos email response regarding the file.

Best regards

Rimmovich

Hi again Attila.

According to live chat, they could not provide the file for game history, as you can see in screenshots above. I also emailed and requested the file, but no response received.

Perhaps it would be more efficient if you requested the file, if needed?

If my permission is required, you have it❤️.

Rimmovich

Dear Player,

Thank you for your response. I am sorry to hear that the casino is yet to forward the game history.

In the meantime, could you kindly provide the exact date and time when the gameplay involving the winnings occurred?

Thank you in advance for your cooperation.

When checking bonus history, the 15 euro bonus was applied at 02:39 on February 23rd. As explained, I was in the middle of playing the slot The Dog House on auto play, as the 15 euro was added directly to my balance, without my knowledge, without my acceptance, and without my activation, without any notification available to me, and therefore restricted my winnings to 50 euro, according to casino.

My win of freespins that paid 992 euro happened within a minute or two after this.

After the freespins I kept playing and a couple minutes after, my balance instadropped from approximately 1500 euro to approximately 500 euro. I immediately contacted live support who asked me to await email contact. Two days later I received the email that I was playing a promo, a 15 euro loyalty bonus with 50 euro Max win. Until that time, I was convinced, I knew, I was playing real money with no restrictions.

Rimmovich

Dear Rimmovich,

Thank you for your response and for clarifying the issue. I would greatly appreciate any updates regarding the game history. If possible, could you please forward the email in which you requested the game history from the casino?

You can reach me at attila.g@casino.guru.

Thank you for your patience and cooperation.

The email was forwarded to your email address attila.g@casino.guru

I continue to appreciate your assistance in this.

Rimmovich

Dear Rimmovich,

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, Michal (michal.k@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.

Kind regards,

Attila

Hello Rimmovich,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

I would like to invite OnLuck Casino to join the conversation.

Dear OnLuck Casino,

Could you please provide clarification on why the 15 euro loyalty bonus was credited to the player on February 23rd while they were actively using their real money balance without any prior warning?

How was the player supposed to know that such a bonus would be applied to their account without any advance notification?

Please explain the notification process for such bonuses, as the player appears to have had no way of knowing their balance was being affected by bonus terms.

For a thorough and independent review, please send any related evidence including the player's full game log and bonus history to michal.k@casino.guru. We appreciate your assistance in clarifying this matter.

Dear Michal, Casino.guru and Onluck casino. This case appears resolved. I have accepted Onluck casinos offer to have my win returned to my account with a 3x wagering added to it. A fair compromise.

The balance is already restored.

I'd like to thank casino.guru, Attila and Michal for their priceless help, and also onluck casino for offering resolution in a timely manner.

Happy Easter to all.

Rimmovich

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 Michal,

Thank you for bringing this matter to our attention.

Please note that we have already contacted you directly via email and are currently awaiting your response. The issue with the player has been resolved, as mentioned by the player's response above.

Should any further updates be required, we will be happy to provide them.

Best regards,

Onluck Casino

All is done as agreed with onluck casino. Wagered and withdrawn.

Again thank you very much to both Michal, Attila and casino.guru. Thanks again also to onluck casino for offering an acceptable compromise in this situation.

Best

Rimmovich

Thank you all for your responses. I am pleased to know that our involvement played a part in resolving this matter.

I will proceed to mark the complaint as 'resolved' in our system. I would like to extend my gratitude to both parties for their cooperation throughout this process.

If you should encounter any issues with this or any other casino in the future, Rimmovich, please feel free to reach out to our Complaint Resolution Centre. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Michal

Casino Guru