The player from Germany is experiencing difficulties withdrawing his winnings due to ongoing verification. The complaint has been closed as 'unresolved' because the casino failed to reply and cooperate in resolving the complaint. There was no progress even two weeks after the casino was notified about the player's complaint.
Crazy Luck Casino - Player’s struggling to complete account verification.
Black points: 20
Amount: €90
Crazy Luck Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
3.1
Crazy Luck Casino has a Safety Index of 3.1, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
2 years ago
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2 years ago
Translation
Hello, I've been waiting for the following payout since October 11, 2022:
DATE: 11-10-2022 07:59:14 AM
TNX ID: 207908
TYPE: Payout
STATUS: Requested
PAYMENT: Generic
AMOUNT: 90
CURRENCY: €
TRACE ID: --
The payout amount consists of a free spins bonus without deposit with a max. payout amount of €65 and a Bitcoin deposit of the equivalent of €25. The deposit of 25 euros was my first deposit and requirement to cash out the winnings of the free spins bonus. I have fulfilled the turnover requirements of the bonus and my deposit was made deliberately without using a deposit bonus and was only used to verify the means of payment so that I can initiate the payout and no additional turnover conditions are added.
I have already made several attempts to ask why the withdrawal request is not being processed via live chat. On the first and second try, I was promised that every single cent would be paid out and the support agent wanted to take care of the matter personally, but this is standard wording because it is now promised to me again in every communication . Then at the beginning of November, on my third attempt in the chat, where I wasn't so easily shaken off, I was told that my KYC documents were not complete and if that was the case, my request would be processed immediately. I submitted this immediately afterwards, but I did not receive any confirmation of the status of the KYC process and the withdrawal has still not been processed. There was no response at all to my last two requests in the chat. Since this casino doesn't send logs of chat conversations, I can't upload any other attachments either.
Thank you for your efforts. Regards Daniel M***
Edited by a Casino Guru admin
Automatic translation:
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2 years ago
Dear meller79,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Could you please advise which documents you have already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?
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,
Kristina
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2 years ago
Translation
Hello, I have provided my ID card, proof of address in the form of a bank statement...
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2 years ago
Translation
Hello, I asked again in the chat today and copied out the chat history because you don't get a chat log from this casino afterwards by e-mail. I hope that you can still use it... But I have to say that I always received answers of this kind when I asked in the chat. It seems like the support agents have a default response for such requests to get people through quickly...
But see for yourself, here is the chat history:
Chat history from November 29, 2022 around 2 a.m. (CET)
"Need something? Our Customer Service Representatives will be happy to help you."
Meller79:
Hello, why is my payout not initiated?
Frank:
hey
Meller79:
Hello
Frank:
Welcome to our casino
Meller79:
can you please check what is wrong with my withdrawal request not being processed? thanks
Frank:
let me check
Meller79:
Thank you
Frank:
As i can check your withdrawal was escalated on priority and has entered our withdrawal que already
Frank:
You can expect the winnings soon now
Frank:
You will get notified once funds gets released from our end
Meller79:
I'm sorry, but I hear this answer every time I ask here in the chat...
Frank:
You can expect it soon now daniel
Meller79:
It's been over 6 weeks since my request...
Frank:
We apologize for the delay
Meller79:
OK, but why is it taking so long?
Frank:
As I can check now your withdrawal has entered in que for cashout processing
Meller79:
Not that I'll ask again in a week and then it says that there are still some documents missing, etc.
Frank:
Your identity verification is already completed
Frank:
No pending documents are required from you
Meller79:
well ok, let me surprise you...
Frank:
Please elaborate?
Meller79:
I thank you for your trouble and wish you a good night, at least it is night here in Germany right now...
Frank:
Have a good night
Frank:
Take care and stay safe!
Meller79:
You too, good night
Frank:
🙂
End of chat history Crazy Luck Casino
I have marked the answers on the status of the KYC process in italics and overlined.
Mfg Daniel M***
Edited by a Casino Guru admin
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2 years ago
Nächstes Update aus dem Chat....
Chatverlauf vom 29. November 2022 gegen 19:30 Uhr:
Meller79:
Hello, why is my payout not initiated?
Agent Emma has joined the chat.
Agent Emma has joined the chat.
Emma:
Welcome abroad
Emma:
Hi, this is Emma from casino. How are you doing today?
Meller79:
Hello Emma, i am fine and you
Meller79:
?
Emma:
I am very well. Thanks for asking.
Emma:
Please wait for a moment, Let me check your account.
Emma:
Can you please share your updated bitcoin address
Meller79:
Here in the Chat? Or with a new payout request?
Meller79:
*********************...
Emma:
Thankyou for sharing your bitcoin address, we have shared your cashout on priority, do not worry, we assure you, it will be process as soon as possible our finance department is working on it!
Meller79:
The Adresse ^^
Emma:
Yes
Meller79:
Super thank you very much, this informations are promising...
Emma:
You're welcome
Meller79:
I Wish you a nice evening
Emma:
I do apologize for the untimely delay here as i see your withdrawal is already in the queue for the fulfillment so be rest assured you will soon get it credited to your wallet
Emma:
You too.......♥
Meller79:
i hope everything will be fine.. bye
Agent Emma has disconnected.
Ich hoffe, dass dem Worten nun endlich Taten folgen....
Mfg Daniel
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2 years ago
Mein nächstes Update aus dem Live-Chat bei Crazy Luck Casino und es ist jedesmal das Gleiche, die Chat-Agenten werden benutzt, um die aufgebrachten Kunden zu beruhigen, indem sie jeden Tag aufs Neue leere Versprechungen und Zusagen machen. Mal sehen, was mich morgen dort erwartet. Ich werde dort jetzt jeden verdammten Tag nachfragen...
Chatverlauf vom 30. November 2022 gegen 14:20 Uhr (MEZ):
Meller79:
Hello, why is my withdrawal request not processed? Three days ago I was assured that my request would be processed with priority... But nothing is happening! I can understand that certain regulations for fighting crime have to be observed, but at some point I'll reach the pain threshold... To be honest, we live in an age where real-time processing is standard for such things and you need almost two Months to pay out small amounts to your customers... Doesn't anyone work for you who has some ambition and at least tries to bind your customers? I'm really sorry, but I don't understand that...
Agent John has joined the chat.
John:
Welcome to our casino, my name is John , How are you today ?
Meller79:
Hello John, i am fine and you?
John:
Good to hear, I’m good as well :)
John:
I will surely assist you with your concern, please be online while I am just fetching up your account details.
Meller79:
I'm also terribly sorry that I have to let off my steam again here in the chat... It is in no way meant personally.
John:
do not worry, we assure you, it will be process as soon as possible our finance department is working on it!, I see our priorities for you increased and you’re one of the next up
Meller79:
OK, since I'm an optimistic and gullible person, I'll just take it easy and keep believing in a good outcome...
Ende Chatverlauf...
Mfg Daniel
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2 years ago
Translation
Hello, today I wrote an email to the support for a change....
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2 years ago
Thank you very much meller79 for your reply. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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2 years ago
Hello meller79
I'm Michal and I have taken over your complaint. I have reviewed your case and will contact the casino to see if I can help. Just to let you know it seems to be a common practice of Crazy Luck Casino to ignore us in our attempts to mediate any kind of issue. Regardless of several unresolved complaints marked "No Reaction Policy" we keep on trying.
We would like to invite Crazy Luck Casino to join the conversation.
Dear Crazy Luck Casino,
Can you please provide some information regarding the long delay of the player's withdrawals?
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2 years 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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2 years ago
Dear meller79
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. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.
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 could 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.
I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.
Best regards,
Michal
