Crazy Luck Casino - Player’s withdrawal is delayed.

Hello,

Two years ago I requested payout for $271 from Crazy Luck Casino. After a couple of months I started contacting them about it. I always get the same response, that the will escalate it and I will get my winnings very soon. On 08-30-2023 the reversed the money back into my account and told me to request payout again. So I did and still nothing. I hope you can help. I have attached photo of the latest withdrawal transaction and a photo of my conversation with a live agent chat from tonight.

Thank You,

Donna

Dear donnamarielattuca1,

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 from the casino in the past?

Could you please confirm that you have passed the KYC verification?

Thank you very much in advance for your reply.

Best regards,

Tomas

No I have not made any successful withdrawals from this casino in the past. Yes I have passed the verification, I sent in documents to verify my identity.

Thank you very much, donnamarielattuca1, for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. 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.

Dear donnamarielattuca1,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Crazy Luck Casino representative to join this conversation and participate in resolving this complaint.

Dear Crazy Luck Casino,

Could you state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

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.

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,

Stefan