Home Complaints Ace Lucky Casino - Player’s struggling to withdraw his winnings.

Amount: €1,000

Ace Lucky Casino - Player’s struggling to withdraw his winnings.

7.2/10 Good reputation Submitted: 31 Jul 2020 | Case closed : 17 Aug 2020
Our verdict

Player stopped responding

REJECTED

Case summary

160 days ago - 17 Aug 2020

The player from Finland is experiencing difficulties withdrawing funds due to limited availability of payment methods. We rejected the complaint because the player didn't respond to our messages and questions.

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I deposited 100 euros and received a welcome boon of 100 euros. When I had spun the amount 50x I lost 1000 euros from my account. Can not reportedly take a maximum of three times the deposit.


Should have read the bonus terms in more detail.


Well, then I still had 300 euros that I wanted to withdraw but when I went to the withdrawal section I noticed that withdrawals can only be made with Visa even though I had deposited with ecopayz.


I went to a live chat where I got to wait 15 minutes for an answer, cookies and cache.


At this point in it, let’s see if I can even raise € 300 after 7 hours of playing.

Automatic translation
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Dear Wilhelm,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem.

Please understand, that variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers and bank restrictions, all have a major influence.

Could you please advise if you have withdrawn any winnings from this casino in the past? If there’s any relevant communication, please forward to petronela.k@casino.guru?

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

Best regards,

Petronela

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Dear Wilhelm,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

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Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.