DuckyLuck Casino - Player's withdrawal is being delayed by international transaction restrictions.

Upon withdrawal request I was directed to document verification. This process tooka few weeks. Once complete they processed my transaction. The verification process included pictures of my id pictures of my debit card address verification so on it's so forth. After waiting a few more weeks and emailing back-and-forth and then telling me to wait longer I contacted my bank and found out that Chime does not accept international transactions. With this information I now know that there's no way that money will ever reach my account so I reach out to them. They are very polite and they're keeping in contact but it seems as though they don't quite understand what I'm trying to get at they think I'm trying to reverse withdrawal or something else. This is my first withdrawal and I know they take time but 3 months a little long. I've seen good reviews so for that reason I'm staying positive and keeping an open mind. I'm not sure if this is an actual complaint but I'm getting a little worried.

Dear aldersonkarl4,

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

Have I understood correctly that the money has not yet been returned to your casino account?

Has the casino informed you whether the finance department has located the transaction that may have been rejected by your payment provider?

Please forward all the communication between you and the casino customer support that could be relevant to the investigation of your case. My email address is veronika.l@casino.guru.

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

Veronika, thank you so much for taking time to look at my case. I forwarded several emails regarding this issue. I have all the correspondence between myself and DuckyLuck. If you need anything else let me know. Thank you again for all your help. I also can provide bank statements showing the deposit never arrived. Have a wonderful day!

Karl A.

Thank you very much, aldersonkarl4, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.

Hello aldersonkarl4,

I'm Michal, and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite DuckyLuck Casinoo to join the conversation.

Dear DuckyLuck Casino,

As the player mentioned, their bank does not accept international transactions. Do you need to wait until the bank rejects the payment and returns it to you, which may take a lot of time, or do you have an option to recall the payment? What can be done to address this?

I just want to Express my appreciation and gratitude to the whole guru team and the guru Army out there fighting for the little guy!

Hello aldersonkarl4 and Michal,

We have sent an email to the bank requested an update on the bankwire. As soon as they reply to us, we will come back.

Shout out to Veronika & Michal. You guys resolved my issue in 3 days! Respect to DuckyLuck for taking action also. It's nice to know someone out there has got my back!

Hello,

The payment was returned by the bank and the money returned to the clients account. aldersonkarl4 was also emailed and informed about it. We are glad to know that this was all resolved!

Thank you for tracing the payment with your bank and returning the player's funds to their casino account so quickly, DuckyLuck Casino team.

Dear aldersonkarl4,

I'm glad you got your money back. Now it's up to you if you want to use them for further play or withdraw them, Just please make sure your other bank won't have problems accepting international transactions 😉

Is there anything else I can help you with, or can we consider your complaint to be resolved?

I think we are resolved. Thanks you very much! Until next time!

Dear aldersonkarl4,

Thank you for the confirmation.

As the complainant has confirmed, we consider this complaint to have been successfully settled/resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it 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,

Michal

Casino Guru