The player from Germany won €200 in a Pragmatic daily tournament, but the winnings have not been credited to their gaming account after 7 days. Live Support claims it is Pragmatic's responsibility, while Pragmatic states that the casino must address the player's concerns. Despite several attempts to resolve the issue via email, there has been no feedback.
Lucky Circus Casino - Player's winnings are delayed and unresolved.
Amount: €200
Lucky Circus Casino
Safety Index:HighSafety Index
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Case opened
Current status
Waiting for Casino Guru to reply
6d 23h 11m 41s
Case summary
48 minutes ago
Public
Public
14 hours 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.
Automatic translation:
Public
Public
4 hours 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
Public
Public
48 minutes 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.
Edited
Automatic translation:
Casino Guru is examining the case
