OnLuck Casino - Аккаунт игрока был закрыт.

I registered an account and played with the welcome bonus at Onluck casino a few days ago.

I managed to wager the full bonus and tried to withdraw but got to the verification page instead.

So i uploaded my documents for verification and it my id got verified but my proof of address was still loading.

After i a while i updated the page and got logged out.

When i tried to log in again it said wrong email or password.

So i contacted support who told me to try all this diffrent methods which i did but could still not log in.

I tried logging in yesterday again and it was still not possible,

so i contacted support again and this time they said i had broken some of their rule and my account got dissabled by the administration.

When i asked what rule i broke they would not answer.

So i read all the rules again and could still not see what rule they claim that i have broken.

I have printscreens of their terms and chattrascript of our conversation to show if you are interessted.

Thank you in advance.

Dear knutsen,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with OnLuck Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports) 
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here

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,

Tomas

I played Slot machines.

I will send the terms and the chat transcript between me and the casino.

Thank you

Thank you very much, knutsen, for your patience and for providing the necessary information. I will now transfer your complaint to my colleague Branislav ([email protected])  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.  

Hello, knutsen,

I am sorry to hear about your trouble and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear OnLuck Casino team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked/closed?

If we are talking about a breach of the casino's Terms and Conditions and the disputed winnings have been confiscated, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address ([email protected]).

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.

Greetings all,

Dear knutsen,

Some time ago, I was contacted by the casino via email and was told that the responsible team would get back to me/us with a response and relevant details. Unfortunately, it has not happened yet. Therefore, I am extending the timer once again.

Please note if no one from the casino comments on the matter or provides us with relevant information and details until the current timer expires, the complaint will be closed in accordance with the information in my previous post. The casino representatives will be informed about the same.

Thank you for your patience and understanding. Let's wait for the casino's response and clarification.

Dear knutsen,

Unfortunately, since we have not received any further or relevant response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

In case of any questions, do not hesitate to contact me at [email protected].

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru

Greetings all,

Based on the information received from the casino, we decided to reopen the case and give one more chance to be resolved.

"Dear CasinoGuru Team,

The player’s account was blocked by the platform after automated system flagged activity indicative of potential fraud. As part of our standard procedure, we requested identity verification documents from the player. However, to date, the requested documents have not been provided.

Best Regards,

Onluck Casino Team"

Dear knutsen,

The casino should have contacted you via email (supported with relevant evidence) on February 14, 2025, regarding your KYC and specific documentation they needed to complete your verification. You have allegedly not replied since.

Can you provide us with an update on the matter and why you did not answer the casino's email or provide the requested documentation for the KYC?

Thank you. Looking forward to hearing from you.

Due to the unavailability of the resolver, the complaint has been forwarded to Michal K ([email protected]), who will further assist you in solving the case.

Dear knutsen,

I'm Michal, and I have taken over your complaint. Could you please provide us with an update regarding the situation and explain why you did not respond to the casino's email or submit the necessary documentation for the KYC?

If we do not receive a reasonable response from you within the next few days, we will have no choice but to close your complaint as rejected.

Dear knutsen,

We are extending the timer by 3 days. Please be aware that in case you fail to respond within the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Michal
Casino.Guru