Crazy Luck Casino - Player’s withdrawal has been reversed and delayed.

Back in the beginning for Feb of this year I played in this casino for the first time and managed to win using a No deposit bonus. The max that could be withdrawn was $50 so I put in the withdrawal request sent in all my required documents for account verification and made a $25 deposit per their terms and conditions in order to receive my withdrawal It is now almost 5 months later, and despite numerous emails and multiple conversations with customer support agents, I still have not received my payout. At first I was getting emails telling me congratulations on your win your $ is on its way and blah blah blah. But now I do not even get responses to my emails inquiring about the payout. And the customer service ppl I have spoken with, who genuinely seem to feel bad that I keep getting the run around about this, they keep sending I guess the finance ppl highlighted and tagged messages about my inquiries in the hopes that it will be promptly addressed once seen , but this has yet to happen. Then couple of days ago, I received an email stating that my withdrawal request had been successfully reversed. Now just WTH is this about?? So I replied to the email explaining that I did not request a reversal and have actually been contacting them repeatedly since Feb attempting to get with withdrawal request addressed I also went back into the casino and requested another withdrawal on the funds that were reversed and informed the casino finance ppl that I had done so and that I would appreciate this being taken care of asap as this is going on 5 months now I realize it’s only $50 but that’s not the point anymore. It’s about them honoring their end of things as I won this fair and square and even made a deposit in order to withdraw it But to be honest, my intuition tells me that this new withdrawal request will still be sitting there pending 6 months from now

Dear Jnewrn97,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your withdrawal is still pending inside your account without being processed or it has been processed but never reached you? Was your account successfully verified already?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but five months is a long time indeed.

However, 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

Dear Jnewrn97,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello. Thanks for checking into this for me. As of today the new withdrawal request I made, which was the original one from Feb that was randomly reversed, is showing as pending. And as far as I am aware my account is verified I found my email from back in Feb where I sent in all the required documentation and during all of those probably 12 to 15 conversations I had with the customer assistance ppl and also the emails I received from the casino telling me my withdrawal was on the way, it was never mentioned that my account wasn’t yet verified so I am assuming it was. Again thank you for your assistance with this

Jackie

Thank you very much, Jnewrn97, 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 in our attempts to mediate any kind of issue. Regardless of several unresolved complaints marked "No Reaction Policy" we keep on trying.

Hello there,

Thank you Jnewrn97 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!

Good morning!

I would certainly appreciate that. The customer service ppl I spoke with (there was quite a few) all were very nice and seemed to sincerely feel bad about it not being handled and I feel like were really making attempts to assist me and get the messages to the appropriate depts. But the truly crazy part is that support even send me several emails infoming me it was actively being processed and to pretty much expect it to be arriving in my wallet soon, at least at first, but then when it never arrived and I tried to contact them back via email several times, I got nothing back after that They went total radio silent and have remained so since So I wish you luck! Hopefully you can make more progress with them than I have been able to accomplish. If there is anything further you need from me, please let me know

Thank you Peter

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.

Hello. And sure. Sounds like a plan just keep me posted on the outcome

thanks again

Jackie

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

We’ve reopened this complaint at the request of Crazy Luck Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion. We were informed by a casino representative that you have received your withdrawal, Jnewrn97 can you confirm that your funds arrived?

Thank you in advance!

Hi Peter. Yes I did receive the funds yesterday. I actually attempted to respond to your last message informing you of this by hitting the reopen the case tab at the end of the message but since it seems you never received it, I must have not done it properly But yes I did get the payout. And I appreciate you working with me on this

thank you

Jackie

Dear Jnewrn97, I did receive the message but I am required to have a confirmation in the thread before I can close the complaint. I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Peter