DuckyLuck Casino - Player’s winnings were confiscated.

I played a no-deposit bonus with a $250 max cashout after playthrough. I satisfied this requirement, and withdrew. I spoke with Duckyluck customer support and they said that if I reverse the withdrawal that the funds would be deposited in my account and that the bonus would be cleared and I would not be subject to the max cashout since it was already cleared.

I did this, and won some money and decided to withdraw again. Ducky luck has now denied the withdrawal of the original $250 as well as what I won after $1,174.78 even though the bonus was cleared per Arya from DuckyLuck customer support.

Dear jelder2189,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Do you have any chat transcripts or emails between you and customer support confirming that if you reverse your withdrawal request, the maximum amount to be cashed out would not be limited by the Bonus terms?

Could you please specify how much money you won with the no-deposit bonus when you first cleared it? Were your winnings capped at $250 immediately after you finished wagering, or was this done after you submitted the withdrawal request? Additionally, have the remaining winnings been removed from your account?

Has there been any pop-up or notification warning you that after reversing the withdrawal request, the maximum possible cashout from any subsequent winnings would be capped at $250?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Hey Veronika, I do not have the transcript from customer support confirming that however it was with Arya from DuckyLucks customer support team.

I won close to 2k when I cleared the bonus, played with it down to $250ish and withdrawed. Then I reversed the withdrawal and continued playing. Duckyluck has since paid out the 250 withdrawal but the remaining winnings have been removed from my account and not paid out.

There was no pop up or warning regarding the max cashout. Additionally I checked the bonus tab and this bonus was not present on my account after I reversed the withdrawal. I.e. no mention of max cashout.

Additionally, I did ask about getting a transcript and they said they had the info but did not provide it.

Could you please send me the screenshot of your transaction history from the date you activated the free spins to the date you requested the withdrawal, reversed it, and won $1,174.78?

Here you go. Let me know if you need to see the wagers tab as well. Appreciate you looking into this Veronika. Thanks!

Thank you very much, jelder2189, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@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.

Hi jelder2189,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite DuckyLuck Casino to the conversation to participate in the resolution of this complaint.

Sounds good. Thanks Peter.

Hi Peter and hi jelder2189,

Thank you for sending us the information.

After reviewing the account, we noticed that the player took advantage of a promotion for which the maximum withdrawal amount was $250. The player was informed of this during the chat conversation with Aryan where it was explained that the amount of $1424.78 was not going to be a part of the withdrawal due to the maximum cashout of $250.

Before the player accepts the bonus, the system asks the player to make sure to read the Terms and Conditions for the bonus, which in this case, specified that the maximum amount withdrawal amount was $250. It also explains that any other winnings from these promotion would not be valid.

The player was sent the $250 withdrawal that she won from this promotion. Yes, the remaining winnings have been removed as that is part of the Terms and Conditions.

We hope that this explains the situation further.

Regards,

Customer Engagement Coordinator

Hi Ducky Luck, after clearing the bonus and withdrawing I asked if I reversed the withdrawal could I then play with that money and win over the 250 since the bonus had been cleared and withdrawed. Arya said yes to that and the bonus was no longer showing on my account.

Dear DuckyLuck Casino team,

Could you please forward the conversation to my email address (peter.m@casino.guru)?

Hi Peter and hi jelder2189,

We requested the chat between Jelder2189 and Arya, and the information provided by our agent was incorrect. Due to this, we have issued the winnings back to the account and informed the client that he is able to request a withdrawal of the amount of $1424.78.

The department in charge emailed the client and informed him of the money deposited in his account. We can also notice that a withdraw has been initiated.

We thank you for the patience and we apologize for the error that happen in this case.

Thank you DuckyLuck Casino team for your help.

Dear jelder2189,

Can you confirm that you received your funds?

Hi Peter,

My withdrawal request has been pending since 8/7 and has not been processed by Ducky Luck yet.

Thanks jelder2189 for the information. I will get back to you in a couple of days.

Hello again!

We can confirm that the payment was sent yesterday. The hash for it is: 25e64a93067436a0f23821f6626f2c6576a9ffd3cefb617dcb57eda37fa9e95a.

Please confirmed you received it.

Once again, thank you for your patience.

Hi Peter and DuckyLuck team, I can confirm I have been paid. Thanks for your help in seeking a swift resolution Casino Guru team.

Hi all,

Thank you for the update.

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, jelder2189, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Peter