OnLuck Casino - Pelaajan turnausvoitot ovat viivästyneet.

Dear Casino Guru Team,

I participated in the Endorphina network tournament "666,666 Horns & Clowns" hosted by OnLuck Casino from 27.10.2025 to 01.11.2025.

According to the tournament leaderboard, my Participant ID placed 22nd, which corresponds to a €3,500 prize based on the published prize structure. I took screenshots of the leaderboard for reference.

The tournament terms indicate that prizes should be credited shortly after the event ends. However, my prize has not yet been credited.

I contacted the casino and my account manager, but the issue has not been resolved so far. I am submitting this complaint in the hope that Casino Guru can help facilitate communication and encourage a resolution.

Requested Resolution

The casino credits my €3,500 tournament prize to my account.

Kind regards,

[Redacted]

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Dear bricefox,

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 ever participated in this casino's tournaments before?
• Could you please prove that you were in 22nd place and what the prize for this place was? Are the results publicly available anywhere?
• Was this a free-entry tournament, or did it require a deposit to participate?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Attila

Hello Attila,

Thank you for your message and for reviewing my complaint.

Please find my answers below:

• Have you ever participated in this casino’s tournaments before?

No, this was the first time I participated in a tournament at OnLuck Casino.

• Could you please prove that you were in 22nd place and what the prize for this place was? Are the results publicly available anywhere?

Yes. I have screenshots of the tournament leaderboard showing my Participant ID in 22nd place, along with the corresponding €3,500 prize based on the published prize structure. I have attached these screenshots to the complaint.

As this was an Endorphina network tournament, the leaderboard was visible in-game during the tournament but is not publicly available anymore after the event ended.

• Was this a free-entry tournament, or did it require a deposit to participate?

This was a free-entry network tournament organized by Endorphina, which OnLuck Casino participated in.

I am happy to provide any additional information if needed.

Thank you very much for your assistance.

Best regards,

[Redacted]

Dear Bricefox, thank you for your response. I would greatly appreciate it if you could provide any evidence that the ID displayed on the leaderboard belongs to you. Thank you for your cooperation.

Hello Attila,

Thank you for your message.

In this Endorphina network tournament, each player was shown on the leaderboard by an automatically assigned Participant ID (not by name). The leaderboard highlights the Participant ID of the logged-in player, so the player can monitor their own position among the other competitors.

In my screenshots, the highlighted Participant ID is my own Participant ID, because I was logged into my OnLuck Casino account while checking the leaderboard during the tournament.

Since the tournament has ended, I no longer have access to the leaderboard page to retrieve the ID again, but the casino/provider should be able to verify internally which OnLuck account was linked to that Participant ID for this tournament.

Best regards

Dear Bricefox,

Thank you very much for your response. Have you had the opportunity to reach out to the casino or the game provider to verify that the ID in question is indeed yours? I understand that this situation can be frustrating; however, without any supporting evidence, we regret to inform you that we cannot move forward with your case, as confronting the casino would be quite challenging. Additionally, the screenshot of the highlighted ID is unfortunately not sufficient proof of your standing on the leaderboard.

Thank you in advance for your understanding.

Best regards,

Attila

Hello Attila,

Thank you for your message and for explaining your position.

Yes, I have already contacted the casino directly regarding this issue. I was informed that they verified the results with the game provider and that, according to them, I was not listed as a winner. However, no written confirmation, final leaderboard, or provider documentation was shared with me, citing confidentiality reasons.

As a player, I unfortunately have no technical ability to independently verify or retrieve the Participant ID mapping after the tournament has ended. The ID was system-generated by the Endorphina network tournament and was only visible in-game during the event, which is why I relied on screenshots taken at that time.

Given these limitations, the only parties capable of definitively confirming whether the highlighted Participant ID belongs to my OnLuck Casino account are:

the casino itself, or

the game provider (Endorphina).

I fully understand your need for solid evidence, but I would kindly like to point out that such verification is not accessible to players and can only be done internally by the casino or provider. If possible, I would appreciate Casino Guru’s assistance in requesting this verification directly from the casino.

Thank you very much for your time and understanding.

Best regards,

[Redacted]

Dear Player,

Thank you once again for your patience while we conducted an additional review of your case.

After a thorough internal investigation, we can confirm that your tournament prize was not credited at the time due to an internal processing oversight on our side. Please accept our sincere apologies for this error.

The full amount of your winnings has now been issued to your account. To make the funds available, you simply need to log in and activate the issued reward in your account. Once activated, the amount will be transferred directly to your balance and will be immediately available for use in accordance with the standard terms.

We truly regret any inconvenience this situation may have caused. As one of our valued VIP players, your trust is extremely important to us, and we have already reviewed our internal procedures to ensure that similar situations do not occur in the future.

Thank you for your understanding and for addressing this matter in such a professional manner.

Should you need any further assistance, please feel free to contact us at any time.

Warm regards,

OnLuck Casino Team

Dear OnLuck Casino, thank you for your message and for clarifying the situation.

Dear bricefox, could you please confirm whether the winnings were credited to your account? Can we close this complaint as resolved?

Thank you all for your cooperation.

Hello Attila,

Yes, I can confirm that the winnings have been credited to my account and are now available.

I would also like to thank OnLuck Casino for reviewing the case and resolving the issue.

Thank you for your assistance and cooperation.

Best regards,

[Redacted]

Dear bricefox,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. 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,

Attila Gorkij

Casino.Guru