Crazy Luck Casino - Player's withdrawals are greatly delayed.

They took my deposit money and have not paid out my winnings. I've been waiting since November 24, 2023. They stopped answering my chats. Kept saying that I was next to be paid. I received an email last week saying to resubmit my payout request that they'll process it immediately under new management, can't access the website. I'm am so beyond upset about being scammed by this company and want my $702.00 I've been waiting for since last year!

Hello andonlytazzudel8,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Crazy Luck Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

My account was fully verified way prior to this incident because I received a payout of $40 prior to this in a timely manner.

I believe there may have been a bonus amount I was offered and played with my deposit and I played through the required wagers which I believe was around $6000.00 leaving me with the $702 winnings free and clear. I believe the last I was able to speak to anyone was the end of December, first week of January. After that they wouldn't answer my chats and never answered not 1 email. I emailed management and the financial department both on several occasions.

This correspondences were always regarding my payout. I was never able to resubmit my request because when I received that email and tried to enter my account the casino website was no longer functioning. I've checked it everyday since.

I need to also mention my $702 payout request of $702 was changed to $100 sometime after December thinking they'd payout a smaller amount but they never did. I wanted to go back and revise it back to the original $702 which is still in my account but again unable to access the website.

Thank you andonlytazzudel8 for all the information provided. I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear andonlytazzudel8,

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, Casino.Guru