The player from the United States had requested a withdrawal three weeks prior but had not received the funds or any actual responses, despite numerous conversations with the agent. The player had completed the KYC verification and this would have been their first withdrawal. The Complaints Team had attempted to contact the casino for further clarification but was unsuccessful. As the casino operated without a valid license and didn't refer to any ADR service, there was no gaming authority to turn to. The complaint had been marked as 'unresolved', which negatively affected the casino's rating. The player had been advised to choose casinos based on their reviews and ratings in the future to avoid similar situations.
Crazy Luck Casino - Player's withdrawal is delayed.
Black points: 123
Amount: $500
Crazy Luck Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
9 months ago
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9 months ago
I keep getting the run around that mined ok prioritie and they keep saying our finance will email u I've received none and I spoke to them.numerours times with same agent Rick's 
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9 months ago
Dear robertcornelison00,
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,
Veronika
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9 months ago
No that would.of been my first withdrawal kyc done and it wasnt an active bonus and I hope so I could really use it before they turn my power off thank u for trying.to help
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9 months ago
Thank you very much, robertcornelison00, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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 in the near future.
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9 months ago
Hello robertcornelison00,
My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.
I would like to request the presence of a representative from the casino in this conversation.
Dear Crazy Luck Casino,
Could you possibly provide additional information regarding the delayed payment and clarify the situation?
Thank you in advance.
Respectfully,
Michal
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9 months 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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9 months ago
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, Casino.guru
