The player from Germany had won €200 in a Pragmatic daily tournament, but the winnings had not been credited to her gaming account after 7 days. Live Support claimed it was Pragmatic's responsibility, while Pragmatic stated that the casino had to address the player's concerns. Despite several attempts to resolve the issue via email, there had been no feedback. After 23 days of communication and investigation, the casino credited her account with the winnings and the issue was ultimately resolved.
Lucky Circus Casino - Player's winnings are delayed and unresolved.
Amount: €200
Lucky Circus Casino
Safety Index:HighSafety Index
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8.7
Lucky Circus Casino has a Safety Index of 8.7, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 week ago
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3 weeks ago
Translation
I won €200 in a Pragmatic daily tournament.
After 7 days, it still hasn't been credited to my gaming account. I've contacted Live Support several times, and the response was: it's not their responsibility, Pragmatic has to do it. They have access to our accounts!
I was advised to contact Pragmatic directly, which I did.
Their response was: Pragmatic does not engage with end customers, and the casino provider is responsible for addressing my queries. Following this, Live Chat asked me to submit the issue via email, but after several attempts, I have yet to receive any feedback.
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3 weeks ago
Dear susu,
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.
- Are the results shared publicly somewhere?
- If not, do you have proof or confirmation that you won this amount?
- Have you ever participated in a tournament before? If you have, were winnings credited successfully?
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,
Kristina
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3 weeks ago
Translation
Good morning ,
The results were communicated to me, but I do not know whether this is made public for everyone.
I actually took photos of the evidence and showed it to my casino.
This was the first time I won a tournament. I found out from various forums that this is credited to my gaming account quite quickly.
Can I email you the evidence? It seems I can't upload the file here.
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3 weeks ago
Thank you very much for your reply, susu. Could you please forward all the relevant communication between you and the casino and any other supporting evidence you couldn't upload to kristina.s@casino.guru? Thank you in advance.
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3 weeks ago
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Good day,
I have sent you the evidence by email
thank you in advance
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2 weeks ago
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After 16 days, I have neither the money nor any feedback. I am constantly told the same thing, and I am not given any proof of the transfer or the status of things.
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2 weeks ago
Thank you very much, susu, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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2 weeks ago
Hello susu,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite Lucky Circus Casino to join the conversation and participate in the resolution of this complaint.
Dear Lucky Circus Casino,
Can you please provide further information about the issue with the player's tournament winnings?
Kind regards,
Adam
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2 weeks ago
Translation
According to the screenshots I took, you can clearly see that my results are final results, i.e. after the tournament has ended.
During the game I received a notification from Pragamatic that I had won €200, but I clicked it away.
I feel like I've been ripped off! How can they claim something when I can prove the opposite?
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2 weeks ago
Hello susu,
Thank you for the additional information provided. I have since made contact with a casino representative and they are checking the case. I will therefore extend the timer while we await further information.
Kind regards,
Adam
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2 weeks ago
Hi There,
Could you please provide the email from Pragmatic Play confirming your winnings? We haven’t received any such communication.
In tournaments like this, your level during the event may fluctuate, and it might have shown a certain position at some point. However, the final result is determined by your position when the tournament ended. If no winnings have been credited, it’s likely because there were none at the conclusion of the tournament.
If there’s been a misunderstanding, please forward the win confirmation from Pragmatic Play so we can assist further.
Thank you for your understanding!
Best regards,
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2 weeks ago
Dear Lucky Circus Casino,
Thank you for your response. Does the casino have a record of the tournament results? Can you share this with us to review?
Kind regards,
Adam
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2 weeks ago
Dear Team,
we get daily updates , but we cannot send you the lists because it contains email addresses of players obviously.
Thats the tournament and winners are sent daily.:
https://www.luckycircus.com/tournaments/drops-wins
Thanks for understanding.
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2 weeks ago
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Good day ,
I was told several times by support that your casino has no insight into the tournaments. I was told that you have absolutely nothing to do with the tournaments and that I should just wait.
According to my screenshots, you can clearly see that I only did this when it was over. It is a daily tournament that ended around 6-7pm. I did not receive an email from Pragmatic, just a pop-up notification from their casino telling me that I had won an amount. I then looked at the tournaments.
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2 weeks ago
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The link you sent is not for the same tournament. The tournament I mean can only be found in the pragmatic games if you open them.
Unfortunately I can't upload any pictures here, but if you open a pragmatic game you will see the daily tournaments in the top left. There you can see which tournaments are current, which have ended and which are still running. There you can see what position you are currently in or what position you have reached after the tournament has ended.
But I have sent both Guru Casino and Lucky Circus the proof where you can clearly see if you WANT this to end
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2 weeks ago
Hi ,
If you are not talking about a tournament which is directly from us - as that i what i have understood so far and it is from pragmatic play directly, kindly send a proof of them that you won.
Are you sure , you are not refering to the drops and wins ? that is the only tournament we offer from pragmatic play atm .
Thanks,
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2 weeks ago
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Hello , it is about drops and wins
but the prize table looks different than the one inserted in the tournaments.
Who should I send the proof to? Pragmatic told me that they do not contact end customers!
the tournaments I mean are daily tournaments
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2 weeks ago
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I ask you to check the evidence that I have sent to your casino several times! If I had not won, I would not have received notification from your casino.
I find it very disappointing because, as I have just discovered, they could have immediately checked where my winnings had gone, but instead I was ignored day in, day out and received a message from their live support saying that this had nothing to do with them and that I should just wait.
This is definitely not support and I honestly don't know what to be more upset about.
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1 week ago
Dear Lucky Circus Casino,
It seems that the only way for this situation to be resolved is if we can get confirmation of the player's results from the tournament. The player is not able to obtain anything from the game provider, so it appears that the only party that has the ability to check this would be the casino. I appreciate you can't provide us with information about other players, but are you able to check the result for this player? Perhaps irrelevant information could be redacted, or if not then perhaps the casino can contact the game provider and get the information from them?
Kind regards,
Adam
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1 week ago
Translation
I have the feeling that the support team sets up unprovable rules as they please. At first they said they had no insight into the results, but now I'm being told that as long as I haven't received an email I won't win anything, even though I can prove from the screenshots that the tournament is over and I won.
This is definitely a scam! I will delete my account there. I don't want to have anything to do with such fraudulent sites. The customer has to listen to 22 days of pointless chatter.
I advise everyone not to play there!
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1 week ago
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It says everywhere that you will be notified about a win in the game and nowhere is there any mention of receiving an email!!!
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1 week ago
Dear Player,
I have booked you now 200 Euro - it looks like Bonus Money but no wagering requirements on it .
Hoping we can now rresolve the issue and wishing you a lovely day!
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1 week ago
Thank you for the update Lucky Circus Casino,
Dear susu,
Can you please confirm receipt of the funds and state if the matter can now be considered resolved?
Kind regards,
Adam
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1 week ago
Translation
Hello,
I finally received the money after 23 days.
thank you very much for your support.
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1 week ago
Dear susu,
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,
Adam
