LetsLucky Casino - Player claims that payment has been delayed.

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Dear HuntahD,

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

After depositing $30 NZD and claiming the 150% first deposit bonus, I played with a $5 bet per spin.

Their bonus terms clearly allow up to $8 NZD per spin, and the maximum win limit is $5,000 NZD.

I won $4,433 NZD, well within that limit, and only tried to withdraw $4,000 NZD.

The casino first told me I broke the bet limit, then changed their story and said I hit a win cap. Both explanations contradict their own terms, and I have full screenshots of my win, the rules, and their chats.

This situation feels completely unfair and against their published conditions. I’ve given them 2 days to fix it, and they’ve refused to pay.

I request that Casino Guru please contact the casino and assist me in getting my $4,000 NZD winnings released.

Dear HuntahD,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

hello still noting has been done

Dear HuntahD, thank you for your update. Could you please share your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here. 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.

Dear HuntahD, thank you very much for the provided information. To better help you with your complaint, could you please share your game history?

Thank you in advance for your cooperation.

Best regards,

Attila G.

It only shows my last 50 bets and when I asked them to send proof of me allegedly going over the bet they could not provide

Dear HuntahD

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Kubo ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila G.

Dear HuntahD,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from LetsLucky Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear LetsLucky Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

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.

Hi HuntahD

We have reviewed your case in detail and would like to clarify why your winnings were voided.

On 26/10/2025 you deposited 30 NZD and claimed a 45 NZD welcome bonus with standard wagering conditions. By 07:12 UTC, your entire 30 NZD real-money deposit had been lost. From that point onwards, your balance consisted only of bonus funds and winnings generated from bonus play. Without the bonus, your session would have ended at that time.

Our bonus terms set a clear maximum bet per round during wagering for NZD accounts. In your case, this limit was 8 NZD per spin. Despite this, a significant part of the wagering was carried out using very high bets, for example:

• A 60 NZD bet while the bonus was still active.
• Shortly after, an 80 NZD bet that resulted in a large win and sharply increased your balance.

These bets are far above the permitted maximum and were placed while the bonus was still in effect. This is a direct breach of the bonus terms you accepted when claiming the offer.

The large win you are disputing later in the session was not achieved in isolation. By that time, your original deposit was long gone, and the balance that allowed you to place the bet leading to the 4,433 NZD win existed only because of the earlier high bets and wins that were already in breach of the maximum bet rule.

In other words, without those irregular high-value bonus bets and the wins from them, you would not have had the funds necessary to reach the later disputed win.

For this reason, and in line with our General and Bonus Terms and Conditions, the bonus and all winnings derived from gameplay that breached the maximum bet rule, including the 4,433 NZD win, were voided.

We understand this outcome is disappointing, but given the above, we are confident the decision is correct and will not be reversed.

A detailed timeline of events and full game history for the relevant period has been provided to you privately by email so you can verify each step of the session.

Kind regards

The Letslucky Team

yes I’d like to see these send them asap

Please send evidence to me because I’m live chatting the site now and still yous can’t even provide proof of me doing these bets

Hi HuntahD,

We can confirm that your full game history has already been sent to you by email.

The email titled "Outcome of your bonus review and game history – LetsLucky" was sent on 01 December 2025 at 10:53 (UTC), which is 01 December 2025 at 23:53 New Zealand time, to the email address registered on your account.

Please check your inbox and spam/junk folders.

If you still cannot find it, let us know and we will arrange to resend it.

Kind regards

The LetsLucky Team

Dear LetsLucky Casino,

Could you please provide the player’s complete game history to me as well?

You may send the information directly to my email address: [email protected].

Thank you in advance for your cooperation.

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.

Dear HuntahD,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

Unfortunately, since the casino is regulated by the Curaçao Gaming Authority (CGA) - also referred to as the Curaçao Gaming Control Board (GCB) - there is currently no formal process for handling individual player complaints. The CGA has publicly stated that it does not have the authority to mediate disputes or arbitrate between players and operators, and therefore cannot order compensation or provide binding resolutions.

However, the CGA has also acknowledged that player complaints are valuable in identifying potential breaches of licensing obligations. They are actively working on implementing measures to address such matters more effectively in the future. For this reason, it is still worth submitting your complaint through their official contact form or by sending an email to their address at [email protected].

Please make sure to include the name of the casino’s operator in your submission, as omitting this information may result in the complaint being disregarded.

You can find further guidance on submitting complaints to regulators on this link.

If you need help preparing your complaint or receive a response from the regulator, feel free to contact me at [email protected].

I'm truly sorry I couldn't offer a more favorable resolution in this case.

Best regards,

Kubo

Dear HuntahD,

I would like to inform you that we have received a response from the casino, along with evidence confirming a violation of the maximum bet rule.

The casino provided the requested game history, which shows a total of 12 bets amounting to $1,050 placed while an active bonus was in use. All of these bets exceeded the maximum allowed bet, in several instances significantly. The bet amounts ranged from $40 to $200, while the maximum permitted bet was $8.

While we assess such cases individually and make every effort to advocate for players when a rule violation appears to be a genuine and unintentional mistake, the pattern and frequency of these bets do not indicate an accidental breach. Given the number of bets and the substantial difference between the allowed and actual bet sizes, we cannot reasonably consider this a genuine mistake.

As a result, we are unable to pursue this matter further and must reject the complaint as unjustified.

Thank you for your understanding, and I’m sorry that we could not provide a more favorable outcome in this case. Should you encounter any other issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. We are always here to assist you.

Best regards,

Kubo