DuckyLuck Casino - Player disputes deducted amount from withdrawal.

Hi,

I have a DuckyLuck Casino account, which is in GBP (British Pounds).

I made a withdrawal of £804.01. Yesterday (on 19. July at 18:56 British Time) I received 0.01333251 BTC. At that time it equalled just below £700 based on Coingecko. Therefore, there is still approx. £100 missing from the withdrawal.

I contacted the casino and asked if they could check the amount and they replied that the withdrawal was correct and sent me a link to blockchair.com, which shows the amount sent in USD, being 890.45 USD. Basd on conversion the USD amount is approx. £690, still about £115 less than my withdrawal.

I contacted the casino again and received a reply that they have no control on BTC price fluctuations and third party fees and that the amount sent was correct. When I check 24-hour BTC prices, even if they counted the highest recorded price of BTC on that day, being £52177.51 per Coingecko, that would equal £695.66, a difference of only £5. Regarding any third party fees, my crypto Exchange (OKX) doesn't charge any fees when receiving Crypto.

Based on this, the only explanation would be if a payment provider of DuckyLuck charged approximately £115 fee and this was subtracted from my withdrawal. This fee, however, seems unusually high. In the past there was sometimes a difference of £5-£10 maximum.

Therefore, I would like to ask what you think about this issue. Is such a high fee possible with the casinos payment provider (not being on my side, but on the side of the casino) and if it's highly unlikely, would you recommend me to launch a complaint?

Thank you and best regards,

Miroslav

Dear Mirek.Sazkar,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with DuckyLuck Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you asked the fee to be reimbursed from casino support? With what result?
• Could you please share the transaction hash and a screenshot of how the cashout is recorded in your withdrawal history in your player's profile?

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,

Tomas

Thanks for your reply.

I checked the transactions and compared them with Bitcoin fluctuations and can see a noteworthy disparity with recent withdrawals.

Nevertheless, we still believe that it's the payment providers usually charge fees for processing payments. It can be a transaction fee, currency exchange fee, or both. Unfortunately, this is very common and casinos have little to no influence over this.

Additionally, we have no basis to compel the casino to influence which exchange rate is used for payments, and if the casino refuses to refund the discrepancy we can offer no other recourse.

We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with any online casino.

Best regards,

Tomas

Casino.Guru