The player from Germany successfully completed his first withdrawal of €150 but had his second withdrawal of €134.94 cancelled without explanation, despite not playing in between withdrawals. He questioned the inconsistency in the withdrawal process. The Complaints Team investigated the issue and determined that the player's allegations related to sports betting play. Consequently, the complaint was closed as 'rejected', and the player was advised to seek resolution through other appropriate channels.
Lucky Trunk Casino - Player’s second withdrawal is blocked.
Closed
Our verdict
Other
Amount: €134
Lucky Trunk Casino
Safety Index:Below averageCase summary
Discussion
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7 months ago
Translation
Hello, I made my first withdrawal last Friday for €150, which I received on Monday. On Monday, I then requested a second withdrawal, the remaining balance in my account of €134.94. I didn't play there between the first and second withdrawal. After the first withdrawal was accepted, they canceled the second withdrawal and didn't give a reason, but simply referred to their terms and conditions. How can it be that the first withdrawal is processed, but the second one isn't? If I didn't play there between the first and second withdrawals, yet again, it's another new, corrupt LCS Limited casino. It seems they can do whatever they want.
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7 months ago
Dear AK1982888,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Lucky Trunk Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please advise how long you were a player at the casino and when exactly your account was blocked?
- How did you learn about your account being blocked?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Did you achieve your current balance with the help of a bonus?
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,
Tomas
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7 months ago
Translation
Hello, I've been a customer there since March, and the casino is very new. My account isn't blocked; my balance was simply confiscated. I'm still able to log in. I've played some slots and sports betting there. I've never claimed a bonus, just a free bet as a new customer. How is it possible that my first withdrawal was paid out this week, and then the second was confiscated, even though I didn't play between the first and second withdrawals? The casino does what it wants.
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7 months ago
Thank you very much, AK1982888, for providing the necessary information. I will now transfer your complaint to my colleague Branislav ([email protected]), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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7 months ago
Translation
Hello, why hasn't anything happened here for a week?
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7 months ago
Hello, AK1982888,
I am sorry to hear about your trouble and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.
Dear Lucky Trunk Casino Team,
Could you please explain the player's situation in more detail? Why has the user's second withdrawal been cancelled and the winnings confiscated?
If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?
Feel free to send the necessary details and supporting evidence to my email address ([email protected]).
Thank you.
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7 months ago
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.
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6 months ago
Greetings all,
I am sorry for the delay. I have already been in contact with the casino outside the thread for a longer time, and also set up a casino representative account for them successfully, so the casino representative should be able to reply directly here, in the thread, from now on.
Dear Lucky Trunk Casino Team,
Thank you for your emails and the provided details. I am resetting the timer for you, waiting for your next email and a response here.
Can you please look at my last and a bit extensive email regarding the matter, and provide me with the requested?
Thank you. Looking forward to hearing from you.
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6 months ago
Dear AK1982888,
Thank you for your patience.
As you might know, our forum deals with complaints about online casinos only. I understand it must be difficult for you, but unfortunately, we do not have enough insight to take on this kind of issue, and after gathering all the necessary information and details from the casino, it is clear that the allegations relate to sports betting play. There was not a single bet on a slot or in the casino section, as you claimed. Therefore, I am forced to close your complaint as 'rejected'.
I recommend you submit your complaint to one of the websites that deal with sports betting-related complaints, an ADR if the casino states it on its website, or directly to the authority that regulates the casino.
Thank you for your understanding, and sincerely wish you good luck in resolving your issue.
Thank you very much, Lucky Trunk Team, for your help and cooperation!
Best regards,
Branislav, Casino.Guru
