DuckyLuck Casino - Player’s withdrawals have been delayed.

Over the month of January I deposited roughly $17k USD over multiple deposits. Each deposit averaged around $300 USD and was executed along with a match bonus. After meeting all the wager requirements and playing slots I've managed to queue up 4 withdrawals that amount to a total 19194 over the course of that time. My largest and first withdrawal was for $9347.00 on Jan 16 and was "approved".

My verification documents have also been "approved".

Over the last few weeks I've been asking via chat what the status of my withdrawals are and have been told they are "under review" without any explanation as to why and when I can expect this to be completed. I've followed up repeatedly and keep being told that management is reviewing and I will get an email update in a couple days. The email never arrives and I repeat the same request every couple of days with the same response.

It doesn't appear they have any intention of paying as I played by the rules of the promotion codes to the letter.

Dear Keith,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem delayed withdrawals. All the requested withdrawals are being checked manually and if you have activated any promotional offer, the entire bonus session is audited for any terms of use violations. Together with the unfortunate Covid situation around the world, I believe that’s the reason why your withdrawals are taking a little bit longer than typically.

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Could you please advise if you have withdrawn any funds successfully in the past?

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hi.

Thank you for reviewing my situation. All of my KYC verification has been submitted and approved according to an email received from their security on 1-23. While this is my first withdrawal from this casino I continue to wait more than a month with no clear explanation or expectations of when I’ll get paid. My attempts at getting an update results in "our management is reviewing." as a response.

Thank you for any help you can provide.

Thank you very much, Keith, for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hi Keith,

I looked at your case and understand the situation. I will contact the casino and see if I can help. Since the casino doesn't discuss the complaints publicly, I will reach out to them by Skype.

Thank you for your assistance. Any help you can provide is very much appreciated.

Hello Keith,

Can you please confirm your username here, or you can write to me directly at johnrose@onlinecasinoshare.org and I will reply immediately once I have had the chance to review your account.

Kind regards,

John Rose, Casino Manager

Hello, has there been any news?

Hi Keith,

Could you please update me on the situation?

Hi Peter,

I received a first payment of 5k on Monday and was told the rest would be paid out at the same amount weekly. Will report if this is the case over the coming days/weeks.

That's good news, thank you. I will set the timer to 21 days and get back to you.

Hi Keith,

Have you been paid in full?

From our side I can assure you that all payments to this player have been made on time according to the agreed upon schedule with our valued player.

Cheers!

John

Thank you John for your reply. Even though it seems that the issue has been resolved, without confirmation from the player, we are rejecting this complaint.