DuckyLuck Casino - Player’s withdrawal is delayed after promotional confusion.

I was extremely excited to play through the Lucky Duck casino. Upon becoming introduced to them, I felt the "Welcome Bonuses" were out of this world!!! However when I began to play, I realized I was losing more than I was winning. Yet I made another deposit without reading the "fine print" first. My next promo I selected was a "$50 FREE CHIP" on them. I eventually started coming up & winning. So I decided to make a withdrawal (due to personal family reasons/crisis). I was then told that I had to bet atleast $4,000 to complete the promotional rules. Thinking this would never be accomplished, I went back at it. To my surprise, I was able to meet the promotional requirements. So I filed for a withdrawal, AGAIN!!! I then learned that even though I had won upwards of approximately $600, I was only able to withdrawal the amount of $250. And upon hearing I would LOSE THE REMAINING BALANCE OF THE $250 TAKEN FROM THE $600......WELL NEEDLESS TO SAY, THAT REALLY MADE ME UPSET!!! But I went along with it, because I figured "winning something was better than winning nothing". So I was then asked to go through the "verification process". I then began to forward the required information and was under the impression I had provided everything they asked for & then some. But they kept coming back saying that my "proof of address was being rejected". They asked for a copy of my bank statement (which I absolutely refused to give!!!) And a copy of a utility bill. Well you see......I receive all of my bills via email. I have them all set up to be paid online. So there was no way I had an ACTUAL UTILITY BILL. I submitted a bill for my health insurance (which is usually acceptable by all government agencies, along with employers for I-9 purpouses!!! Finally, I got irritated enough to where I contacted my Internet provider (Spectrum) and had them forward my paper bill to my house. I took pics and submitted them in the format that the company requested. So now, after weeks of constantly jumping through hoops to settle this issue I FINALLY received an email stating that my verification process has been established and they are proceeding with my withdrawal/payment process. I just feel like this company used every tactic to make it to where I couldn't make a withdrawal or get paid no matter what I did. I am apparently in the "waiting phase" to receive my payment......the time frame is supposed to be between 5 business days?? So we shall just see if I "ACTUALLY GET PAID THIS TIME OR NOT??" I don't know how many times I have expressed to this company that I desperately NEED THIS MONEY!!! As my grandson is severely sick and needs money to have an important operation thats NOT COVERED BY HIS INSURANCE. So we are paying for it out of pocket. I truly NEED THIS YO GO THROUGH!!! Please 🙏 for me and my family, as we are putting our faith in God. Because putting faith in this company to be paid is highly unlikely?!?! If I am actually paid within the 5 business days (per their rules/regulations). Then I will definitely update you all and let you know. Otherwise, I'm seeking legal representation and going viral with this information so that others can be made aware of the crooks, and criminals that they truly are!!! Hopefully this will enlighten others to become aware of these situations we all have been going through as to NOT MAKE THE SAME MISTAKES!!! It's the least I can do.....because I certainly wish I would have seen this before I lost out on what little money I did.

Sincerely,

April ****

[personal details removed by Casino.Guru admin]

Dear Sunflower8013,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process.

• Have you received confirmation your verification was completed successfully?
• When have you submitted the last of the required documents?
• Could you please specify when you requested a withdrawal?

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

Best regards,

Tomas

Hey there!!! Thank you so much for your reply. It feels nice to finally have someone willing to assist me in this matter. In response to your message....."Yes!!! I have definitely submitted all of the verification documents that they requested. " Then I received another message stating that it wasn't sufficient. So I filed another verification request to fulfill their needs. That was approved. So I filed for the withdrawal. I was under the impression that everything was cosher. But then I went back to check my withdrawal process. And it wasn't there at all!?!? So I contacted them in regards to that. Well I then received a message from their "Accounting Manager" and he stated my "SWIFT CODE" was not correct, so they rejected it when it was sent. They then stated they had refunded my money and asked that I would resubmit my withdrawal. Changing the swift code. My financial institution does not use swift codes. They stated that they don't use swift codes. That those are generally used for international wire transfers. They advised me to use my routing number. Now mind you.....I only used the number for the swift code that THEIR CUSTOMER SERVICE REPRESENTATIVE ASVISED ME TO USE!!! WHICH WAS WHY IT WAS REJECTED IN THE FIRST PLACE!!! SO THAT REALLY PISSED ME OFF!!! But I resubmitted the withdrawal request like they specified. They said in the email from the Accounting manager that it would be prioritized and taken care of that day if I resubmitted the proper information. They also advised me to accept bit coin and I would have my funds immediately. Well that's the other problem. They only gave me back $250. I won almost $600. Now because it was a "promotion" I was only allowed to claim $250. The rest of the funds were claimed by them. I have to pay a $52 fee to file the wire transfer. So that means because they only gave me back $250 which was the only amount I could claim!!! I have to now pay the transfer fee out of the $250 they gave me back!!! That only leaves me with a $200 claim?!?! So I contacted customer support and also submitted another email to that Accounting manager expressing my concerns and frustration. However NOTHING HAS BEEN DONE!!! I STILL HAVE NOT RECEIVED MY WINNINGS EVEN THOUGH I HAVE DONE ABSOLUTELY EVERYTHING THEY HAVE ASKED FOR!!! NOT ONLY THAT....BUT I HAVE ALSO LOST OUT ON ANOTHER $50. Now would you consider that fair?? I mean I have done EVERYTHING PROPERLY!!! And they just always seem to come up with a reason why they can't pay me!!! Then when I have fixed everything and done everything they have asked me to do....they still have not processed my withdrawal request. So I don't know what to do?? I'm at a total loss for words. I am pissed off and also hurt. I was really needing this money. Honestly, my grandson is extremely sick. We are trying to obtain money for a surgery he needs that's NOT COVERED UNDER INSURANCE!!! I am so sick of being jacked around when I have done everything they asked of me. I mean I accepted the promotion. I have made deposits to them. So it's not like I just used their promotional money and not actually paid them some money. Ya know?? I had to gamble atleast $4,000 dollars to be able and compete the promotion in order to even win the money!!! I thought that was extremely unfair. But you know what?? I MADE IT THROUGH!!! That I think was an awesome thing to accomplish. And then when I go to request my money, my winnings. Well then it's "You can only cash out & claim $250 of the $600 you won" and "You you didn't submit the documents we are requesting" Well some of them were "fishy".....like for instance, they asked for a pic of the front & back of my ID. Along with a selfie holding it. They asked for a pic of my credit card - FRONT & BACK. I mean I don't want them having that info. They could steal my money. Because they have my address, my pic, a pic of my ID & ALL MY CREDIT CARD INFO?!?! That's just not right to me?? Thar seems fraudulent. I mean doesn't it?? But because I need the money, I gave them that information. And now I feel like I'm definitely being used. Because no one is contacting me back?? And my withdrawal request has not even been looked at?!?! So now I'm getting worried. I mean I need someone to help me?? Can you please, PLEASE HELP ME 🙏 😪

Thanks for the detailed explanation of the situation.

First, sometimes casinos can refund you the transaction fees if you request it, however, there is no guarantee they will do so. Fees are often charged by intermediary banks and casinos are often powerless to prevent such fees from being present.

Second, please understand that bonuses often carry a limitation on how much you can win from them. Casinos try to design their bonuses to entice players and give them more opportunities to win, compared to pure real money deposits, in turn, there are some limitations present for players.

Third, it's nothing unusual for casinos to request a selfie with your ID as a document for verification. You'll encounter this requirement often in online casinos. Other verification documents often required are a photo of your ID, a photo of a card used for deposits (with middle digits covered), a photo of a utility bill, and an original bank statement. There might be other requirements when one or more of these documents cannot be provided with sufficient details. We recommend players to always cooperate with the casino during the verification process to the best of their ability.

• Have you asked the casino to refund you the transaction fees?
• Have you requested a new withdrawal request using Bitcoin or wire transfer? With what result?
• Please send me your recent correspondence with the casino regarding any ongoing issues to my email at tomas@casino.guru

Dear Sunflower8013,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of Sunflower8013.

The message from the player:

"I am sincerely sorry for not responding sooner. I desperately need your help!!! So I was contacted again by the "Accounting Manager" there at Ducky Luck Casino. He stated that the swift code I submitted (which mind you was actually a routing number & NOT A SWIFT CODE, because the credit union I deal with doesn't use swift codes for their international wire transfers) was not valid. He asked that I either submit another form of withdrawal (ie; a swift code from another financial institution) or else ask for a totally different method of payment. So after realizing that the wire transfer was NOT going to be an option at this point, I asked then to have a currier check sent. The check arrived several business days later. However now I have run into the issue that my financial institution will NOT CASH THE CHECK!!! Grrrrrr!!! I am soooooo friggin pissed off at this bullshit!!! I mean "WHAT CAN I DO??" I feel as though they are just toying with me!!! That there was never any intention to pay me in the first place!!! And now I have a check that I can't even cash!!! So in the end, I spent money to win money I was never going to get!?!? And got my hopes up for nothing!!! I feel totally used, not to mention betrayed. How can they get away with this shit?? And what recourse do I have at this point. Someone mentioned taking it to a nationally known & more reputable bank. However from what I have seen, this is going to cost a lot of excessive fees & costs in order for them to cash it. It till basically leave me with nothing and totally drain me completely of any joy I temporarily felt upon winning. To me, this was all just one huge scam!!! I am absolutely sick to my stomach when I think about this. Anyway, so yea......I'm not sure what (if any) advice you can give me?? But I'd be more than thankful for your help in any way possible. Thank you sooooo much!!!"

Have you informed the casino the check couldn't be cashed out?

Were you given a reason why by your bank?

Has the casino offered an alternative way for you to receive your winnings?

My Financial Institution stated that they believed it to be a fraudulent check. They stated that they do not cash international checks. I was advised to take this to a more nationally recognized bank, such as; Chase, U.S.Bank, etc. However they expect me to open an account. And then the funds will have to wait to clear. To which the check becomes void after 90 days. Also, the charges to cash such a check mean that I will have little, if anything left afterwards. The Casino has stated I should have asked for my winnings to be made available by Bitcoin. I do not know anything about It Bitcoin, and honestly I do not feel comfortable going that route anyway. So basically, I guess I just lost out altogether then.....right??

I understand this must be frustrating.

If there are ways for you to receive your winnings I would consider the given options.

I understand your reluctance to deal with the hassle, however, we can't penalize the casino for what you are going through, nor ask them to change their practices.

Many online casinos prefer to deal with Bitcoin transactions, so going this route might mean fewer issues in the future.

Please let me know about your decision and how we may assist, otherwise I'll close the complaint.

Hello Tomas and Sunflower8013. Just to do a small summary of the events, we sent the client the money to the bank. The swift number provided was not correct so it got returned to us. Since the client told us that her bank doesn't have a swift code, we then proceeded to send a check to the client and the client says she is unable to cash it anywhere. We have replied to her email on 02/20 and have not received any answers from her so far. From what we see, the last 6 emails sent to us have been completely vulgar and the client understands no reason.

If the client has not been able to cash the check, our advise is to let us know and perhaps look into using Bitcoin, this will make it faster and easier for everyone. Unfortunately, the client says that she cannot "do anything with Bitcoin", so our only option was to send her a check.

We are also interested in knowing if she was able to cash the check. So, we are keeping an eye on this complain.

Dear Sunflower8013,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Thanks to DuckyLuck Casino for your assistance in the matter.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.