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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.

Ich habe in ein Pragmatic daily tournament 200€ gewonnen.

Nach 7 Tagen ist dies immer noch auf mein Spielaccount zugebucht. Ich habe mehrmals den Live Support kontaktiert die Antwort : wir haben damit nichts zutun, pragmatic muss es tuhen. Die Anbieter haben Zugriffe auf unsere Accounts!

Ich solle mich an Pragamtic selber wenden, dies habe ich natürlich auch getan.

die Antwort war: Pragamatic nimmt kein Kontakt zu Endkunden auf, das Casino Anbieter sei für meine Fragen zuständig . Darauf hat der Live Chat mich drum gebeten die per email einzureichen, eine Rückmeldung nach mehrere kontaktversuche jedoch erfolglos geblieben

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

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.

Guten Morgen ,

die Ergebnisse wurden mir mitgeteilt, ob dies für alle öffentlich geschieht ist mir nicht bekannt.

Nachweise habe ich tatsächlich abfotografiert und es auch mein Casino vorgezeigt.

Das war das erste mal, dass in einem Turnier gewonnen habe. Habe aus unterschiedliche Forums erfahren, dass dies recht schnell aus das Spielkonto gutgeschrieben wird.

Kann ich Ihnen die Nachweise per Email zukommen lassen? Es scheint so als könnte ich die Datei hier nicht hochladen.

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.

Good day,

I have sent you the evidence by email

thank you in advance

Guten Tag,

ich habe Ihnen die Nachweise per Email zukommen lassen

vielen Dank im Voraus

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.

ich habe nach 16 Tage , weder das Geld noch eine Rückmeldung. Mir wird ständig immer wieder dasselbe erzählt, Nachweise über die Weiterleitung bzw. der Stand der Dinge erhält man auch nicht.

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.  

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

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?

Laut meine Screenshots die ich getätigt habe, kann man eindeutig sehen das meine Ergebnisse von Schluss Ergebnis ist also nach dem der Turniere beendet worden ist .

Ich habe während des Spiels die Benachrichtigung von Pragamatic erhalten , dass ich 200€ gewonnen haben die ich aber weggeklickt habe.

Ich fühle mich sehr verarscht! Wie können die etwas behauptet wo ich das Gegenteil nachweisen kann?

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

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,

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

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.

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.

Guten Tag ,

mir wurde mehrmals von dem Support mitgeteilt, dass euer Casino kein Einblick in den Turniere hat. Mir wurde gesagt das ihr rein gar nichts mit den Turnieren zutun habt und ich einfach nur warten soll.

Laut meine Screenshots kann man eindeutig Erkennen das ich diese erst getan habe , als dies auch beendet war. Es handelt sich um ein daily tournament was gegen 18-19 Uhr endete. Ich habe keine email von pragmatic erhalten sondern lediglich eine popup Benachrichtigung über ihren Casino wo man mir mitteile, dass ein Betrag gewonnen habe. Darauf hin habe ich mir die Turniere angeschaut.

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

der Link den sie gesendet haben, handelt sich nicht um dasselbe Turnier. Das Turnier was ich meine findet man lediglich in den pragmatic spielen wenn man die öffnet .

Ich kann hier leider keine Bilder hochladen aber wenn Sie ein pragmatic spiel öffnen sehen sie oben links die tägliche Turniere . Dort kann nachsehen welche Turniere aktuell sind welche beendet sind und welche noch am laufen sind . Dort kann man sehen welchen Platz man aktuell hat oder man erreicht hat nach dem das Turnier beendet ist .

Ich habe aber sowohl Guru Casino als auch Lucky Circus die Nachweise gesendet wo man deutlich erkennen kann wenn man MÖCHTE das dies auch beendet ist

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,

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

Hallo , es handelt sich um drops and wins

aber die Preistabelle schaut anders aus als die bei den Turnieren eingefügt haben.

an wem Soll ich die Nachweise senden? Pragmatic teilte mir mit , dass die nicht mit endkunden im Kontakt treten !

die Turniere die ich meine sind tägliche Turniere

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.

Ich bitte darum, die Nachweise die ich Ihren Casino mehrmals gesendet habe zu überprüfen ! Hätte ich nicht gewonnen , würde ich Benachrichtigung über ihren Casino nicht ehrhalten.

Ich finde es sehr bescheide denn sowie ich grad festgestellt habe, hätte man sofort nachschauen können wo mein Gewinn geblieben ist, statt dessen würde ich Tag täglich ignoriert und von ihrem Live Support die Mitteilung erhalten , dass dies kein Zusammenhang mit Ihnen hätte und ich einfach warten solle .

das ist definitiv kein Support , und weiß ehrlich gesagt nicht worüber ich mich mehr aufregen soll.

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

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!

Ich habe das Gefühl, dass der Support nach Lust und Laune nicht Nachweisliche Regeln aufstellt. Vorerst hieß es die haben kein Einblick auf die Ergebnisse jetzt wird mir gesagt solange ich keine email erhalten habe würde es gar kein Gewinn geben, obwohl ich laut den Screenshots nachweisen kann , dass das Turnier beendet ist und ein Gewinn erreicht habe.

Hier handelt es sich definitiv um Betrug! Ich werde mein Account dort löschen. Möchte mit solche betrügerische Seiten nichts zutun haben. Der Kunde muss 22 Tage sind sinnloses anhören.

Ich rate jeden dort nicht zu spielen !

It says everywhere that you will be notified about a win in the game and nowhere is there any mention of receiving an email!!!

Es steht zumal überall , das man in dem Spiel benachrichtigt wird über ein Gewinn und nirgendswo ist die Rede von Email erhalten!!!

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!

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

Hello,

I finally received the money after 23 days.

thank you very much for your support.

Hallo,

das Geld habe ich endlich nach 23 Tagen erhalten.

vielen Dank für die Unterstützung.

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