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Complaint against OnLuck Casino – Repeated Withdrawal Obstruction

I am filing this complaint to report ongoing, systematic obstruction by OnLuck Casino in processing my withdrawals.

Background:

Account balance mid-June 2025: £11,800.

From the first withdrawal attempt, the casino began applying inconsistent and arbitrary payout restrictions.

Terms and Conditions list daily limit £3,000 / weekly £5,000, but without notice they imposed a daily limit of £2,590. Even under that limit, they insisted on splitting further into smaller transactions.

Withdrawals that met these requirements were repeatedly cancelled after being "approved," most often citing "technical errors" in the payment system.

Bank Wire was my withdrawal method, used successfully many times before, so the stated "technical errors" have no basis.

Key Issues:

1. Inconsistent application of limits – Not following their own T&Cs.

2. Fabricated technical problems – Same withdrawal marked approved, then cancelled within minutes .

3. Repeated stalling tactics – Delays designed to keep funds in my account and pressure me into playing.

4. Free spins offered instead of withdrawals – Attempt to distract from non-payment.

Evidence:

70+ screenshots and over 80 emails documenting contradictory statements, policy changes, and rejection patterns.

Timeline shows withdrawals being processed only under high pressure and deadline threats.

Remaining balance now £3,800, pending withdrawal for several days, with the latest request again cancelled.

Requested Resolution:

Immediate processing of the remaining £3,800 in one transaction.

This casino has already proven they can process payments instantly when they choose to. The continued delays are unjustified and breach both their stated terms and basic fair-play standards. If they was strict on they're own term and conditions funds was already withdrawn long time ago.

I have also submitted the full evidence file to Curaçao eGaming for licensing review and will proceed with legal escalation through PlayerProtectionLegal if necessary.

Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the repeated withdrawal issues you’ve described. To better understand the current situation and take the next steps, could you please confirm the following:

1. Have you already submitted a new withdrawal request for the remaining £3,800 after the most recent cancellation?
2. Have you ever tried using any other payment methods for depositing or withdrawing? If yes, which ones?
3. Has the casino suggested any alternative withdrawal options for your winnings?
4. When was the last time you successfully withdrew funds from this casino?

Additionally, I would like to clarify one important point regarding licensing. OnLuck Casino is no longer licensed under Curaçao eGaming, as this sublicense no longer exists. They now hold a licence issued by the Gaming Control Board (GCB) Curaçao.

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

Best regards

Veronika

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If anything seems suspicious, please contact us directly. Stay safe.

Hello Veronika,

Thank you for your message. Please see my answers below:

1. New withdrawal request for £3,800 – Yes. After the most recent cancellation, I submitted a single withdrawal request for the remaining balance of £3,800. It was rejected again due to their claimed "daily withdrawal limit" (which they change arbitrarily). I have refused to split it into smaller amounts because in previous weeks, even smaller withdrawals were cancelled after being "approved."

2. Other payment methods used – No. I have only used Bank Wire Transfer for withdrawals and deposits. This method has worked successfully many times before with the same bank details, so the repeated "technical problem" excuses are not credible.

3. Alternative withdrawal options suggested – No realistic options. They repeatedly insisted on changing withdrawal methods, but between these requests, they still managed to process withdrawals via Bank Wire successfully — proving the method works. The only "alternative" they have is cryptocurrency, which I do not use and will not create an account for just because of their excuses.

4. Last successful withdrawal – £1,250 received on 7 August 2025, after heavy pressure and setting strict deadlines. Every other withdrawal since then has been either cancelled or left pending far beyond their stated time frames.

Additional note:

I have already submitted my complaint with full evidence to the Gaming Control Board (GCB) Curaçao. For me, it is still Curaçao regardless of the sub-licence change.

Best regards,

[Name hidden by Casino Guru]

Hello. I'm placed on 16th August again withdrawal of 2590£. For now it's still pending as usual. I didn't set max withdrawal of 3000£ as per they're terms and conditions, but set that 2590£ because last month they wrote me in email that it's daily limit.

Thank you for your response. I have reviewed the Terms and Conditions and found the following:

The daily limit for funds withdrawal is EUR 3,000 or equivalent in other available currencies. Please note that some other restrictions on daily limit can be placed as per Casino KYC Policy.

Since your withdrawal was made in GBP, the maximum daily withdrawal limit applicable to your currency would be around GBP 2,595.

Have there been any updates regarding your withdrawal request since our last communication?

Hello Veronika,

I'm still have money and pending withdrawals in my account. I don't know why but suddenly they start slowly processing withdrawals. Small amounts of 1250£ couple they did already. Waiting to see what's gonna be next. Thanks

Please send me a screenshot of your withdrawal history showing the current pending withdrawal requests.

Hello Veronika,

Thank you for your follow-up. After our last communication, OnLuck did process a few more withdrawals. At the moment, only two remain pending:

£1,250

£200

These are the final amounts left from my account balance.

Unfortunately, their pattern has been very inconsistent — some withdrawals are processed, others are cancelled, and only after repeated pressure are they resubmitted and finally paid. That is why I am cautious, but I hope they will complete these last two shortly.

I will provide screenshots of the pending withdrawals.

Best regards,

[name hidden by Casino Guru]

Thank you for your response.

I understand that inconsistent withdrawal processing can be worrying and may lower the credibility of a casino. Based on the screenshot you provided, I can see that you requested your winnings to be paid out on 27 August. In line with our policy, I recommend waiting up to 14 days for the funds to appear in your bank account.

If you do not receive your winnings by 10 September, please let me know and we will proceed with the investigation of your complaint. Thank you for your patience and cooperation.

Hello Veronika,

At the moment I have left in my account 800£. Yesterday they rejected my withdrawal of 800£ claiming again technical issues, It's nothing new they always doing that. So I made new withdrawal of 800£ again with hope that they will pay this out and will be finished with them. Thanks

Hello Veronika,

I would like to update you regarding my complaint against OnLuck Casino. As of yesterday, the casino has completed all my pending withdrawals, and my account balance has been fully paid out.

Thank you very much for your assistance and support during this process. From my side, the case can now be marked as resolved.

Best regards,

V. S.

Hello Diedasas,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Diedasas,

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,

Veronika Fritz

Casino.Guru