21LuckyBet Casino - Player claims that payment has been delayed.

I have a number of progress play sites, this is the only one I have won on. I have won 1466 and they are not only refusing to pay my win they are also keeping my deposit! The reason they state is i have opended the account with incorrect details despite the details being all correct and the same as my other accounts with them. They have said they will no longer be replying to my emails, as if thats all fibe they can just keep it! Terrible company. My first name is Mark not m but it wont let me amend below.

Dear mdowner8888,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear mdowner8888,

Have you received your withdrawal from the casino yet?

Hello. Thank you for this standard reply .

Can I please ask you to actually read my query?

I have not received the withdrawal as the company are refusing to pay it as I've said in my query.

Thanks

Thank you for your reply, mdowner8888. I apologize for the misunderstanding. The first message was automatically generated based on the answers you provided while submitting this complaint.

Did the casino specify which personal details were incorrect? Could you please advise if you provided documents to pass the verification before the casino confiscated your winnings? If yes, do personal details from your casino account fully match the details in your documents?

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Hello,thanks for coming back. I have a number of progress play accounts, all of the ones i have lost with they have never mentioned anything about the incorrect information. The account I have won on is exactly the same as the ones i lost on....They are saying I have purposly by passed their account opening? Which is a lie becasue a) all information is the same as on the accounts i lost on AND all information is exaclty as on my ID. THanks

Thank you very much mdowner8888 for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello, mdowner8888,

I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite 21LuckyBet Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear 21LuckyBet Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? Why is the player not allowed to withdraw?

Thank you in advance for providing the information.

thanks. The issue is they have withdrawn the depsoit but not paid the win, they happily took depsoits from my other accounts with them that lost. Thanks

This is the information I received from the casino representative:

"Dear Casino Guru,

After a careful examination of Mr. Downer’s account, it was concluded that he once again used modified credentials to be able to create another account with us while previously being registered with one that is blocked.

The account Mr. Downer registered with had modified details than previously, and once an account is closed, this means that you will not be able to register another account with those credentials.

On Mr. Downer’s attempt to register, it was clear that the system would not allow him to register; therefore, Mr. Downer has altered personal details in order to bypass the system and therefore being able to register at 21LuckyBet Casino.

Upon registration, Mr. Downer agreed to adhere to our Terms and Conditions and that these Terms and Conditions govern the contractual relationship between us.

Bearing the above in mind and the fact that there are several instances where our Terms and Conditions were breached; we consider that we had no other choice than to proceed forward with our relevant actions.

Mr. Downer has the right to refer the dispute to an alternative resolution (ADR) entity. The applicable entity is eCogra.

Yours sincerely

21LuckyBet Casino"

Dear 21LuckyBet Casino Team,

Could you please see my last email and provide me with the relevant data/details? Is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Hello, Thats simply not true. This account has the EXACT SAME details as my K88 account with them. I lost on that account and won on this. They have kept the loses and not paid the win. I can see they have a questionable reputation I would say taking money and not paying if the player wins is one of the reasons!

I give you permission to look at the account details, they are both the same. They are just not paying! Thanks

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.

ok i doubt it can affect their rating any further than it already is can it? Is that all you can do bring their rating down? Thanks

We can close the complaint as unresolved if no one will comment on the complaint or provide us with relevant data supporting the casino's claims and decision until the timer expires. Then the rating would be affected accordingly.

Bit of a waste of time really. They won't reply and all you can do is bring down their rating. That won't effect them at all.

Dear mdowner8888,

After gathering all the available information and data, and an internal discussion within casino.guru team, unfortunately, I am forced to reject this complaint.

According to the data provided by the casino, we are talking about an active self-exclusion with GAMSTOP where your personal details were used. Therefore, I recommend you consult directly GAMSTOP regarding your issue. If you are a self-excluded player in this way, it is out of our competence for assessing such an issue and we are not able to make a final decision in this matter based on insufficient insight into the GAMSTOP processes and rules.

Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, or later with GAMSTOP's final judgement, there is also an option to consult the gambling authority that regulates the casino.

In case of any questions, feel free to write to me at branislav.b@casino.guru. Also, once you have the final decision on the investigation on GAMSTOP's side, please, let us know about it.

Thank you very much, 21LuckyBet Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru

hello, .this is the first i have heard of that excuse from them! I have 2 accounts with Progress Play K888 who i lost with and lucky21 who i won with, they are happy to take the money from the account I lost with but only refund the stake from the account I won with! I cant go to IBAS because a) as I'm sure you are aware will ALWAYS side with the operator b) if they advise they are correct in not paying my win and refunding my stakes, then it goes to reason this should be the same on the account i lost with, IBAS will get round this by advising the UKGC will not let them rule on losses.