LetsLucky Casino - Player's withdrawal is delayed due to bonus requirements.

Hi my name is P. I want to file a complain against Letslucky casino online

I had withdraw my winnings through I had played on a $2 a spin and I got the spins played it and it took me up to $800 so I went to click withdraw to collect my winnings and I couldn’t it just keep saying I can’t withdraw due to high call on demand no one on helpdesk it just keep saying that! Then finally a reply came back in order to get my withdrawal I need to send in my documents to verify my name, proof of address and my bank account number name that the i transfer my money from which I did. Then finally a later in the afternoon I received and emailed saying my account is verified dont need to do anything else but they will check my account then approve, in order to get my withdrawal $800 but I need to wager 40x so I told them I didn’t asked for the bonus i transfer my own $60?so I can play with my own cash! I wrote I want to forfeit the $47 they add to my account without my permission they decline it after I send in my documents so I need help to please to my get my withdrawal tgat i won it fair and square! I even send it my formal complaint letter to them! So please if tgere is anyway you can help me to get my withdrawal.

Thank you P. A.

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Hello,

Thank you very much for submitting this complaint. I’m sorry to hear about the problem you’re experiencing. Please allow me to ask you a few questions to clarify your situation.

• When did you notice the additional $47 in your account—before you started playing, or only after you had won? Did you select any bonus offer when depositing, or receive any notification that a bonus had been activated?
• Could you please provide a screenshot of your bonus history showing the promotions activated with your $60 deposit and their remaining wagering requirements? Please also confirm your current real money and bonus balances.
• Could you please forward the correspondence in which the casino confirmed your verification, explained the 40x wagering requirement, and refused your request to cancel the bonus? Please send it to me at veronika.f@casino.guru and include complaint ID 233172.

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

Best regards

Veronika

Dear Jlo63,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Veronika
Casino.Guru