LetsLucky Casino - Player claims that payment has been delayed.

Hi

I requested a withdrawal of 3k nzd after completing a deposit wager after 48 hours let’s lucky casino came back and told me they confiscated my funds and returned my 32nzd I used to deposit with under the reasoning that I broke t&cs of duplicate accounts and unless otherwise stated by the casino chat representative it’s not allowed. I headed into chat where I then explained and will attach below that 8 months ago when I created a new account I went into live chat to ask for permission to do so as unfortunately my email and phone number connected had recently been hacked and I no longer had access to either the chat representative I spoke to gave me permission to create another account due to technical limitations of being able to change emails they also stated after I log out of my casino account the account will be disabled so I went ahead logged out and created a new email to then create a new let’s lucky account and verify right away with the permission I had after submitting this evidence back to them they apologised and said they had no idea I chatted to someone about it before creating and opened up a ticket with alll the information to be forwarded to the relevant team . It has been 10 days of waiting for this response I also asked for my account to be reactivated as they restricted me from playing as well but it’s been 10 days almost 2 weeks without a response a update it takes 24 hours for a response from live chat which is always automated response have patience ect ect I truly did not create a account with ill intentions I asked for permission which I was granted I’ve actually really enjoyed my gameplay on let’s lucky so I’m disappointed to have been treated like this 3k is a lot of money and still I am left with no answers no response please help me as this is ridiculous now

I’ll attach below the screenshot of my email I received and the screenshot 8 months ago from the live chat themselves confirming to me I was allowed to make a new account due to technical limitations some representative I’ve spoken to don’t believe I have done anything wrong but it has to go to the relevant team and I truly dont think they’re even worrying about it because for once someone come back with proof I just want my funds returned and my restriction off my account lifted so I can continue playing on let’s lucky

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Dear twaitokia77,

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

The funds haven’t been approved they have been confiscated did u read my query at all I stated they confiscated funds due to accusing me of breaking t&cs but I didn’t break t&ce I provided the email and the screenshots of being told I am allowed too that’s my fustration I’ve waited 11 days for a response and get told the same excuse

I’m not waiting on a withdrawal to be approved im awaiting on a response from them to return my confiscated funds please read thank u sorry

They confiscated my funds claiming I broke t&cs because unless stater otherwise by chat I can’t make another account I got confirmation from there chat 8 months ago to make one due to my details email and phone number being hacked they gave me permission i am fully verified made a withdrawal of 3000nzd and confiscated also can’t play there I provided them the proof and it’s been 2 weeks without a response or answer or funds returned that’s why I have come to casino guru recommended by someone who said use help

Dear twaitokia77,

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.

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

Dear twaitokia77,

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,

Jean