Lucky Coin Casino - Player's rakeback claims are delayed and unresolved.

I am filing this complaint against Lucky Coin Casino regarding a substantial amount of unpaid Instant Rakeback.

For approximately two weeks, the Instant Rakeback claim function on my account has not been working.

Normally, when I press "Claim", the rakeback is credited to my casino balance almost immediately. However, for approximately two weeks, whenever I press "Claim", the button remains in a continuous loading state and the funds are never credited.

I reported the problem to Lucky Coin Live Support numerous times. Their representatives repeatedly acknowledged the issue and told me that their technical/relevant team was working on it and that my case had been escalated.

Despite this, the problem has still not been resolved.

At one point, I calculated and documented $816.24 in unpaid rakeback. Since then, additional rakeback has accumulated, so the total disputed amount is now higher.

The situation is particularly serious because the rakeback has an expiration period. Some of my rakeback has already expired and disappeared while I was waiting for Lucky Coin to resolve the technical issue.

I attempted to claim these rewards before they expired. The reason I could not receive them was that Lucky Coin's Claim function was not processing my claims.

I have screenshots documenting the rakeback amounts, including amounts before they expired, as well as screenshots showing the Claim function continuously loading.

I also have extensive screenshots of my conversations with Lucky Coin support.

During these conversations:

- Lucky Coin repeatedly acknowledged that there was an issue with my rakeback.

- I was repeatedly told that the relevant team was working on it.

- I was told that my case had been escalated.

- One representative told me that it looked like payment could happen "at the beginning of the week".

- I submitted a formal complaint and specifically requested management escalation.

- Lucky Coin subsequently confirmed in Live Support that my complaint had been forwarded internally to the relevant team for further review and escalation.

- When I requested a complaint/reference number or case ID, Lucky Coin stated that they could not provide one.

- I have also contacted Lucky Coin repeatedly by email, but I have not received a substantive response resolving the matter.

After approximately two weeks, I still have not received the outstanding rakeback and I still do not have a concrete resolution.

I am not asking for any additional bonus or compensation in this complaint. I am asking Lucky Coin to credit all Instant Rakeback that I legitimately earned and attempted to claim, including rakeback that expired while their Claim function was not working.

I request that Casino Guru assist in obtaining:

1. Payment of the complete outstanding Instant Rakeback amount.

2. Restoration and payment of rakeback that expired because of this unresolved issue.

3. Confirmation from Lucky Coin of the complete amount owed to me.

4. A concrete resolution rather than another request to continue waiting.

I can provide screenshots of the rakeback amounts, failed Claim attempts, Live Support conversations, escalation confirmation and my correspondence with the casino.

I would appreciate Casino Guru's assistance in resolving this dispute.

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Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please clarify whether you manually activated the bonus or if it was granted automatically?
• Could you kindly send me a link to the bonus you are referring to?
• Could you share the total amount of unpaid rakeback that you believe is currently owed to you?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Hello Attila,

Thank you for your response.

To clarify the situation:

I activated the rakeback manually by clicking the "Claim" button. After clicking it, the system indicates that the reward has been successfully claimed, but the funds are not credited to my balance. Instead, the claim remains stuck in a continuous loading state. I can provide screenshots showing this issue.

The rewards page is: https://luckycoin.com/casino/rewards

My current reward level is Shark 1.

Based on my records, the total amount of rakeback that has not been credited to me is at least 848.85 USDC. The actual amount may be higher, as it is difficult for me to calculate the exact total because some of the unclaimed/failed rewards are already disappearing after their expiration period.

I have contacted LuckyCoin support repeatedly regarding this issue, but it has remained unresolved for a considerable period of time. I have also sent multiple emails and have not received a proper resolution.

My main concern is that the rakeback continues to expire while the technical issue remains unresolved. Therefore, I believe the casino should restore and manually credit all affected rakeback, including any amounts that expired because I was unable to receive them due to this technical problem.

I would greatly appreciate your assistance in resolving this complaint and recovering the full amount owed to me.

Thank you for your help.

Best regards

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

Dear Drjudrju97,

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,

Attila