OnLuck Casino - Player's withdrawals are delayed due to errors.

I registered with this site as a uk customer. I completed verification and KYC successfully and was told to use onluck1.com as I’m from the uk. I deposited via bank transfer and have requested withdrawals by bank transfer, every single withdrawal I request gets rejected and they blame it on a ‘system error’, they won’t let me withdraw the money and it’s stuck there. Live support are very unhelpful

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Dear Sam_T92, 

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

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread. 
• Have you accumulated your winnings with or without an active bonus? 

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

Best regards, 

Katarina

Hi Katarina,

thank you for your response

Could you please advise which games you focused on - slots, live casino, sports betting, etc.? It was all on sports and casino,

Could you please advise us on the current status of your withdrawal request? Both are marked as pending but they will be rejected and it’ll be blamed on a "technical error" again. Both are by bank transfer (same method I deposited from). Live chat told me to split it (half by crypto to my confirmed wallet and half by bank transfer) but this morning my crypto withdrawal got rejected again with no explanation. I am sure the 2 pending bank transfer withdrawals will also get rejected again.

Have you accumulated your winnings with or without an active bonus? Without. I have never used a bonus on this website so there is no rollover requirement etc.

they say the withdrawals always get rejected due to a "technical issue" and to try again, which is what I’ve been doing for over a week now

just some of the chat history dealing with the constant lies and incorrect information

In addition, once again today my withdrawal got rejected. I did say it they couldn’t do bank transfer then pay me by crypto, but they didn’t listen and just rejected the withdrawal without saying anything and now the funds are back in my gaming account.

And live chat just tell me to submit it again , when they know it’ll just get rejected again, they don’t offer an alternative. This is a complete scam

They are saying there is no way to withdraw the money because all of their payment providers are down. This has now been the case for over ten days with no alternative. I have been scammed, they have no intention on paying this money out. This company needs to be shut down before more victims like me are made to suffer such pain and stress.

Dear Player,

We sincerely apologize for the inconvenience you are experiencing with your withdrawal. At the moment, withdrawals may take longer than usual because we are facing temporary technical issues on the provider’s side. This unfortunately affects all requests.

Please rest assured that as soon as the issue is fully resolved, your withdrawals will be processed and approved as a priority, without any unnecessary delays. We understand how frustrating this situation can be and appreciate your patience while we work to restore normal processing times.

Best Regards,

Onluck Casino Team

This is a total lie. It has now been over ten days where you have been saying the same thing. "Technical issues, unable to advise further, please submit your withdrawal again" I now have over 14 rejected withdrawal requests and you still can’t suggest an alternative way for me to receive my money. I tried bitcoin, you rejected that, rejected bank transfer, won’t refund it to a Visa card, you won’t pay me, it’s totally disgraceful. Live chat is totally automated and nobody shows an interest in helping with a solution. At first I thought it was delay tactics hoping I’d give up and play through the funds, but now I realise it’s a complete scam

It rejects every single bank transfer & crypto withdrawal, so how am I able to receive my funds? It’s been 11 days, onluck must offer me an alternative surely?

Just more examples of the live chat level of useless , please see attached. "Try again later" - it’s been 11 days!

More evidence for the complaint , they don’t suggest or give any alternatives other than to try again, it will just continue to be declined every single time like it has done for the last 3 weeks.

Also if they are unable to pay withdrawals and have been unable to do for 12 days, why aren’t they warning customers not to deposit as they won’t be able to withdraw? Put a notice on the front page saying you’re having tech issues and you won’t be able to withdraw your money. It’s been 12 days ffs, it’s insane.

More chat history with the fraudsters. This is so bad, so bad.

So I’ve had 15 withdrawal requests rejected by onluck who continue to blame it on the ‘payment system’. I’ve asked them to find out why the payment system keeps rejecting and this is their response every time .. ‘try again’. This is fraud isn’t it?

It’s just unbelievable at this point. The " payment system " rejects every single withdrawal I create and the only advice I can get is to keep submitting it, even though every single request gets rejected. They can’t provide me with an alternative solution, I have no way of getting a penny of this £1604 out of this shambolic website . Honestly how are they allowed to get away with this?

Update , I had an email today telling me ti cancel my withdrawals by bank transfer and to withdraw by crypto again. I have done this and they have rejected the crypto withdrawal again. This is beyond a joke at this point.

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

Dear Sam_T92,

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,

Katarina