Home Complaints Crazy Luck Casino - Player's withdrawal has been delayed.

Crazy Luck Casino - Player's withdrawal has been delayed.

Amount: $280

Crazy Luck Casino
Very bad reputation
Submitted: 27 Jul 2022 | Resolved : 15 Aug 2022
Resolved Our verdict

Case closed

RESOLVED

Case summary

1 month ago

The player from the US has been waiting for her withdrawal for 2 weeks.

Public
2 months ago

Do not give them your money. You won’t see a dime back. I was new to online casinos and didn’t do my homework. Now, I have been waiting 2 weeks for a payout for a mere 280.00. They just keep saying be patient. Now, I’m seeing people have been waiting months.

Public
2 months ago

Dear witchywoman9399,

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. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

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,

Kristina

Public
2 months ago

This would be my first withdrawal, so I expected what they said would be 5-7 days.

I am not sure what KYC verification means.


I spoke to them upon withdrawal request and they advised what documents they needed from me. Those were sent to them as requested the same day.


I was playing with a bonus, which I had to make a deposit to use.


I was patient because they said 5-7 days, but once that passed, I have contacted them several times a day.


I get the same response when I ask about it. Please be patient and trust the process. You can be assured you will receive your funds.


Our last interaction was that they are "ashamed of themselves"? They have apologized over and over, but have not given me any reason why it’s not completed or when it will be.


After many times of requesting to speak to a supervisor, I was told I could email manager@crazyluckcasino.com. I got no reply from this email, nor support@crazyluck, nor accounting@crazyluck. All of these are emails I was given.


They have not said there is any issue with my withdrawal, just that they are sorry for the inconvenience and to "keep faith".


Thank you so much for any assistance you can provide.

Public
2 months ago

I was just given an actual excuse for not paying.


"We had an unexpected issue with our Bitcoin wallet processor. It has been corrected and we have started paying out the delayed cash out."


I am still apprehensive. I do not think I will be seeing any money.


I will update you either way.

Public
2 months ago

Thank you very much for your reply, witchywoman9399. Before we move forward with this complaint, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Public
2 months ago

They have not answered any of my emails, but I will attach them anyway.


Unfortunately, I didn’t start doing screen prints until yesterday, but they are attached as well.


I am now being told within 48 working hours.


I am sending what I have via email.


Thank you!


Public
1 month ago

Thank you very much witchywoman9399 for your cooperation. I will now transfer your complaint to my colleague Tomáš (tomas.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.

Public
1 month ago

Thank you!

Public
1 month ago

As of Aug 5, 2022, still no payout from my request on 7/13. Looks like I get the same excuses as everyone else. 7-10 days, then 2-3 days, then there was an issue with their Bitcoin wallet, lol. Now, everyday, they just tell me they are sorry and it will be handled as soon as possible. 6 different agents gave "escalated" my concern. I’ve asked for a supervisor every day at different times of the day for a week now and they refuse to let me speak to one. They are never available, but they will not offer to have one contact me. They just tell me email us and then they don’t reply. I actually got Emma to reply to one of my many emails sent today and she said the same thing she did in the chat…as soon as possible lol. They are frauds, but I will not let this go.

Public
1 month ago

August 7th. Still no payout from Crazyluck.

Public
1 month ago

Also, have not heard from tomas.k@casino.guru since you referred my case to him 5 days ago.

Public
1 month ago

Hello witchywoman9399,


This is Tomas and from now on, I will be taking care of your complaint. First of all, sorry for the delayed response.

I have reviewed your case and I would like to invite Crazy Luck Casino to join the conversation and participate in the resolution of this complaint.


Dear Crazy Luck Casino,

Can you please provide an update on the status of the player's withdrawal?


Best wishes,

Tomas

Public
1 month ago

Dear witchywoman9399,

 

I hope you are doing well. We have received an update from the Crazy Luck Casino that you should have already been paid.

 

Could you please confirm that this is correct and that the matter is now resolved?

 

Thank you very much.

 

Kind regards,

Tomas

Public
1 month ago

I told Crazyluck I was going to do Visa charge-backs and they finally paid me. Won’t be using them again. Thank u!

Public
1 month ago

Dear witchywoman9399,

 

I'm glad to hear that you have been paid.

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

 

Kind regards,

Tomas

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