OnLuck Casino - Player faces withdrawal issues with the casino.

I did win 200$ ,I did deposit using my master card.

When I submitted my request for withdrawal using litecoin ,they cancelled beacuse I have to same the same method.

Here r few points:

1)master card is NOT an option for withdrawal by the casino!!!

2) Since master card is not an option,I did choose litecoin .

3) I did offer to them to deposit by litecoin,so that I can withdraw my winning by litecoin they refused.

In summary ,they don't have the withdrawal option using g master card and they don't want me to withdraw using litecoin even I offer to make a deposit using litecoin.

I am so frustrated that they try to prevent me from withdrawal by anyhow.

Dear rrgnagib,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with OnLuck Casino. Please understand that the variety and accessibility of payment methods are not managed exclusively by the casino. Several factors, such as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t necessarily mean that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

Could you kindly confirm if you passed the full KYC verification?

Could you please send me a screenshot of the payment methods you see in the deposit and withdrawal section of your casino profile?

Could you please specify why the casino did not agree with your proposition to deposit via Litecoin?

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

Best regards

Veronika

Hi

●Regarding verification:yes I am verified,I did attach a screenshot proving the verification.

●Regarding the deposit and withdrawal screenshots:I did attach them

●Regarding why the casino didn't agree for the withdrawal:beacuse they said if you deposit by fiat,u must withdraw by fiat..in spite of the fact that madter card withdrawal is not available, and in spite of the fact I did request a withdrawal by e transfer and hasn't even done.

Today ,I receive an email which showing inconsistency.They want me to deposit 200$ in litecoin[1.2] in order to withdraw 2.2 litecoin ,I am not sure if their policies have something like that and is it safe to give them another 200$ in order to get 400$!! I did attach a screenshot if that email.

If you have any questions, reach out anytime

Thanks.

Ramy

I would like to add an important point:If they expect from players to withdraw via crypto if they did deposit by crypto....the question is : why there is no option to deposit using crypto? In other words,why u add litecoin as a method for withdrawal if you don't allow people to deposit by litecoin.....

Today the casino did cancel my e transfer

withdrawal and requested to verify my account in spite of the fact that my account has been verified as shown in the attachment.

Here is a copy of their email

They asked for either ID or address verification as shown in this screenshot

My crypto address was verified in the chat room with their agent.

They try everything to stop paying players. .

Thank you for the updates.

Have you contacted customer support to ask them if any additional verification is required from you?

Have you tried choosing a different fiat payment method for withdrawing your winnings?

Have you made any crypto deposits to this casino yet?

Kindly look at the screenshots I sent the answer for all your questions in these screenshots!

Thank you very much, rrgnagib, for providing all the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you rrgnagib for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask OnLuck Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

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 rrgnagib,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. 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 rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Control Board and submit a complaint to them. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try and contact them anyway, you can do so here: (https://www.gamingcontrolcuracao.org/contact) Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own ([email protected]). I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of OnLuck Casino. We received the following message:

Dear all,

The withdrawal was successfully processed on 20/05. We acknowledge that there were some technical issues which caused delays in the previous withdrawal attempts. We sincerely apologize for the inconvenience this may have caused and appreciate the player's patience and understanding throughout the process.

The matter has now been resolved, and the funds have been sent accordingly.

Best Regards,

Onluck Casino Team

Dear rrgnagib, can you let us know if you have received the winnings? Thank you in advance!

Hi

I confirm receiving payment.

Case solved

Thank you

Ramy

Dear rrgnagib,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Peter