Bilucky Casino - Player believes that their withdrawal has been delayed.

I made a deposit on Bilucky Casino, completed the required verification steps, and began playing. After building up a balance, I requested a withdrawal. Since then, the casino has repeatedly refused to process my withdrawal and has provided inconsistent and unclear excuses.

The primary reason now being given is that my bank details are incorrect. I have thoroughly checked the information I submitted, and I am certain it is accurate. These same bank details have been used successfully with other platforms without issue.

During a live chat with the casino’s support team, I was told that phone number verification was not required. However, the topic was later mentioned again in a vague way, which added to the confusion. Each attempt to seek clarity has resulted in a different response, with no consistent explanation or resolution.

At this point, I believe the casino is deliberately stalling or avoiding payment of my winnings, despite the fact that I have complied with all of their verification requirements and have acted fully within their terms and conditions.

I have saved all relevant emails, screenshots, and chat transcripts which clearly show the casino’s responses and my submitted information. These will be attached to this complaint as supporting evidence.

Dear joshua28015,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Hi there, I appreciate waiting 14 days, however I think there's a misunderstanding, they are rejecting it at there end - the casino end (and returning the requested withdrawal amount back into casino funds). If you see the attached transaction history from my account, you can see the attempts to withdraw and they have rejected every single one. They give no clear reason as to why and the reason changes from, "details incorrect" or "payment cancelled by user" they are generic replies I believe.

The current pending withdrawal transaction is me trying again today, and I guarantee (I will follow this up in the with a reply) that it will be declined with in the next few hours for another no reason what so ever.

If they just give me a clear and valid reason for the withdrawal rejection, I can sort it out or provide what they need, but so far I'm fully Validated and I have passed all the KYC Checks so there's no reason for them to reject.

As I thought guys, they have rejected the payment without any valid reason here’s attached evidence

Thank you for the clarification.

Could you please send me a screenshot of the payment methods you see in your profile available for deposits and withdrawals?

Have you tried selecting a different payment method for the withdrawal of your winnings?

Have you verified all the payment methods used for depositing and withdrawing at this casino?

Have you made any successful withdrawals from this casino before?

Hello there, I have attached the screenshot of the available deposit and withdrawal options available.

Also yes i have tried to withdraw using various different payment methods, the attempts are shown in my transaction history (attached further up this post). I tried all of the banking options using my correct details (same bank that the deposits where used with and accepted, in fact) and even tried to withdraw using the crypto option. but they then rejected the withdrawal and responded with "alternative method required".

Since opening the account I have not managed to get any of my winnings, that's why I haven't deposited anymore than my initial £150 deposit. They just keeping giving different reasons.

Please let me know if you need anymore information from me.

Thanks

Josh.

Thank you very much, joshua28015, for providing all the necessary information. I will now transfer your complaint to my colleague Martina (martina.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 in the near future.

Dear joshua28015,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed.

I will now contact Bilucky Casino outside this complaint thread and let you know any new information once I receive it.

Thank you for being patient

Thank you for your reply, the funds keep getting returned to my casino balance, so until you’ve made contact with BiLucky and they give a reason I will hold off attempting to withdraw again as you can see from the history they just keep rejecting the withdrawal (different reason each time) and return the funds back to the balance.

I look forward to hearing from you

Thankyou

Dear joshua28015,

I would encourage you to keep attempting to withdraw your funds. Even if the casino is currently not cooperating directly with us, there’s still a possibility they may work to resolve the issue on their own.

If you don’t have any pending withdrawal requests in place, there may be little they can assist with — so keeping an active request could help move things forward.

Please keep us updated on any progress.

Thank you

Okay thanks

ive just started another withdrawal, they reject them fast usually within 1 day, so not sure here’s the evidence showing the withdrawal request I’ve just made today, I will update you when it gets rejected again

Thanks

Didn’t take long, withdraw request rejected again and funds returned to casino balance. I’m not sure what else I can do?

Oh, I am sorry to hear that!

Well, In that case I guess we just need to hope the casino will engage and will let us know what is the reason they keep rejecting the withdrawals..

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear joshua28015,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Martina