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

I made my first deposit with this casino in February of 2023. I didn't win on the first deposit and deposited again right away and ended up winning over $500. I went through the withdrawal process, sent in my forms of verification, and patiently waited. During that time I checked with the casino to make sure that all of my forms of verification, ID, address, etc were approved. According to emails and chat my account was verified within 24 hours. After that point it has been a complete disaster. It is now September the 1st and I still have not received my withdrawal of over $500. They will not respond to me on live chat anymore at all once they see it to me You're trying to chat. I have over 25 emails that I sent in with no response at all and another 20 emails with responses and every single response says the same exact thing word for word. I've asked them certain questions trying to get them to respond and some other kind of way and they respond with the same thing that I tell them they're about to respond with because I've seen it over and over and over again. In June after it had been four months I logged in to try to go to the online chat and notice that I had a balance of $500 in my account and realize they had canceled my withdrawal. I thought maybe with a lower amount it would trigger them to send my money to me so I played a little while in the casino on slots and try to lose money on purposely and lost over $100 and resubmitted it withdrawal again. I checked in periodically with no luck and at the beginning of August they canceled my withdrawal again. I once again decided since I probably wasn't going to get any money anyway to get my balance down even lower and try to withdraw again. I did that got my balance down to around $250 and that was two weeks ago after submitting the third withdrawal and still have not received any money. The emails I received from them and response to mine all say the same exact thing once again stating that mine is an isolated incident and it's been escalated to their finance team and have no worries my funds are safe and I will receive my withdrawal soon. I've asked them multiple times to please explain to me if it's an isolated incident and your online casino that does thousands of crypto transactions a day how come somebody there can't figure out how to send me $500. They won't answer that question they don't even try to answer that question They respond with the same thing about all the stuff that I just mentioned earlier. I would assume that Golden Lady Casino is affiliated with this one because I haven't having all the same issues with them. Both of my withdrawals started on the same day and I get the same exact response from that casino. I've begged and pleaded with both of them to please just return the money that I deposited and I would leave them alone and be happy with that and they won't even do that for me. It's completely ridiculous.

Dear richardandre373,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with delayed withdrawal. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if you have withdrawn any winnings successfully in the past from this casino? Was your account fully verified? Have you been advised what caused this extreme delay?

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,

Petronela

Thank you again for your time. I sent you a few emails to your email address explaining some of the things with screenshots. I have not been able to successfully withdrawal funds from this account at all. I have been told that my account is verified from two days after I requested my withdrawal and the reason I was told it was delayed is that it was an isolated incident and that's all that they can say. It's been escalated with priority and I should receive my funds soon. I've heard that 50 times since February. If you have any further questions please let me know. Once again your email should have some more information in it. Thank you

Thank you very much, richardandre373, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Crazy Luck Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep on trying.

Thank You again for your time. I'm sure y'all probably know but Crazy Luck and Golden Lady are the same people. I have emails from both casinos that are word for word the same exact response. I also have had live chat operators tell me the same exact thing. To the point to where it wouldn't surprise me if they have the same couple ppl answering chats for both casinos but using different names. Just thought I would throw that out there. For anyone else who is reading, if you haven't already, DO NOT DEPOSIT at either one of these casinos. Thanks Guru for all your help.

Hello there,

Thank you richardandre373 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Crazy Luck Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

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.

Thanks again for all you guys help. Obviously this casino doesn't really care much about ratings or doing anything right for that matter. I take full responsibility for not reading reviews before depositing but it will be the last time I do it. You live and you learn I guess. It just sucks that they won't even send me back the amount of money I deposited which is $140. That's pretty damn bad. Anyway, thanks guys for all your help!!

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,

Peter