DuckyLuck Casino - The player's withdrawal is delayed.

I initially won over $60,000 (a little over $67000 if I remember correctly) $28,800 which was eligible for withdrawal. I reversed a couple of withdrawls and a few were rejected. I spent those funds with no additional winnings to claim. Minus those funds I had $15,000 to withdrawal, in $2500 increments. I have only recieved 1 deposit of $2500 of which there was a fee for the withdrawal and a currency exchange fee deducted. Currently I have 5 withdrawals in a "batch in process" status. I eventually was able to contact someone because i was a VIP (Golden Goose) player and verified those transactions were still in process.

As an aside, I've had a very difficult time contacting andyone from Ducky Luck Casino. They do not respond to my emails when they do it is very few and far between, with little to no assistance. For some

reason they have adifficult

time receiving the attachments i send with my emails. The email

feature on their site does not support attachments and the online chat feature has been disabled since I can remember. No one has been able to explain why this is thecase and no one has offered any resolutions for this either.

Back to the 5 $2,500 withdrawal in a "batch in process status" I realized my checking account number was incorrect due to using the auto fill feature on the withdrawal form. After I recieved the first deposit successfully I submitted withdrawls for the rest of the funds. After a few were rejected I realized the checking account number I submitted was incorrect. I used the auto fill feature when submitting the additional withdrawal requests. I'm not sure why but the international routing number for my bank instead of my checking account number was offered by the auto fill feature, which regrettably I used. I've sent numerous emails to Ducky Luck Support with probably a 10% response rate. In the few email responses I did receive I was told there was nothing that could be done and to wait for the withdrawals to reject. However that has not occurred. I called the number available to VIP Golden Goose players which is on their site on 7/12. After explaining the situation again. The rep asked me "how did you get this number?" Because I am no longer a VIP because I have not played or deposited since attempting to cash out my winnings. If I didn't know the VIP number I wouldn't be able to contact them at all! After explaining the issue, I was told the casino always pays out winnings to players 100% of the time and that I had recieved all of my winnings and there were no pending withdrawals on my account. I disagreed, let them know I can see the 5 withdrawals in a batch in process status and when I look up the withdrawal status there's a notice at the top of the screen stating "You have pending withdrawals. If you wish to fund your account, please reverse a withdrawal below." I was told to submitt the screenshot of the "batch in process" withdrawals I was referring to as well as copies of my checking account statements to prove I did not recieve the deposits. Which is interesting since you'd recieved a casino to be into of their book keeping and would know immediately if monies send to bank accounts have been rejected or not. I asked to speak to amanager and was denied. I could not escalate my issue at any level. I sent the requested bocuments on 10/12 and have not received any type of response not even to state the emails were recieved of the extremely sensitive personal information I sent they was recieved or not. I did resend the emails from 10/12 tonight letting them know I am not letting this go and will be seeking outside assistance including an attorney if necessary.

Any assistance you can offer would be greatly appreciated.

Thank you

Hello Sicduffy,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with DuckyLuck Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? Since when exactly are your withdrawals pending? When was the last time the casino responded to you regarding the payouts?

Looking forward to your answer.

Regards,

Nick

Hi Nick,

Thank you for assisting me and hopefully getting the money I am owed.

Since when is your account fully verified?

My account was fully verified in July of 2022. There were a lot of phone calls and emails back and forth because they said there were no attachments with any of my emails. I received 2 emails confirming my account was fully verified, the 1st was on 7/14, which is just a generic email from the "Happy Go Lucky Team". The 2nd was an email from Sarah V. a VIP gaming host on 7/10 stating: "Your account is completely verified, and your cash outs are being processed. Keep in mind it can take up to 72 hours for approval and 5 to 10 business days for the wire to be at your bank When the first payout is complete it will start the next one."

Did you accumulate your winnings with real money or did you use a bonus?

It was a combination a real money deposit and bonus funds. I made the deposit around between 6/30 - 7/2 This is the reason I was not allowed to cash out for the full amount of winnings I accumulated and was only allowed to cash out a maximum of $28,000 due to the conditions of the promotion I used for my 6/11/22 Deposit of $500.00 and the $900 deposit I made on 6/20/22. The max cash out was 20x the deposit. 20x $1400.00 = $28,000

On 6/11/22, I made a $500.00 deposit and utilized a different promo with a 20x max cash out, $10K max cash out on the $500 deposit. At the time I completed all of the bonus requirements my balance exceeded the 10K maximum cash out, however, the promo stayed active on my account and the additional funds exceeding the 10K max withdrawal were not deducted from my balance. I continued to play won over $24,000. Again, sent several unanswered emails regarding this issue and finally was told I had to initiate a withdrawal request (even though at the time my account had not been fully verified) once all of the requirements of the bonus had been met. This would deactivate the bonus and remove the excess funds. Then I could continue play and potentially earn additional winnings (over the max of 10K) which would be eligible for a withdrawal. After receiving this explanation, the excess funds were removed and I was left with the 10K balance. Like an idiot I continued to play and lost all or more accurately most of it. The reason I bring all of this to your attention, to explain I was aware of max cash out stipulation. For the issue you are currently assisting me with in an effort to deactivate the promo and win additional funds I had initiated and canceled a few withdrawals, but I believe they were prior to the date I was fully verified. I wanted you to be aware of this so those withdrawal attempts and cancelations have nothing to do with the $12,500 I am still owed by Ducky Luck Casino. I hope this information is helpful and doesn't create any confusion

Since when exactly are your withdrawals pending?

To be clear, according to the last time I spoke to Ducky Luck Casino on 10/12, they stated there are no withdrawal request currently pending all of them have been completed and I am owed no money. This is why I sent them copies of my checking account statement from July August and September to prove I am only received 1 deposit of $2500 and I am still over $12,500.00.

There have been 5 withdrawal requests in a "batch in process" status.

1 from 7/9/22

2 from 7/14/22

2 from 7/21/22

I did have a conversation over the phone with someone in last August from Ducky Luck Casino who confirmed these 5 withdrawals were quote unquote pending, in the batch in process status and I just needed to be patient in receiving my funds.

When was the last time the casino responded to you regarding the payouts?

8/26, I emailed them letting them know I believe the withdrawal request had the incorrect checking account number, and they responded the checking account number cannot be updated.

I am putting together a document of screenshots from my account with Ducky Luck Casino and notes showing my deposit, promo, withdrawal history. This should assist in understanding and clearly seeing that I have not received the withdrawals requested. I can also provide copies of my checking account statement to prove I have only received $2500 of the $15000 total requested. If there are any other documents, you would like to include please let me know. Thank you for assisting me in resolving this issue.

Is DuckyLuck Casino not responding to you? Can you ask them for copies of the withdrawals so I can show them the checking account number on the successful deposit vs the other 5 withdrawal requests with Wells Fargos international wire routing number in the checking account number field vs my checking account number?

Hello Sicduffy,

We have not contacted the casino yet. Before we would do, can you please forward screenshots of the pending withdrawals and/or the communication between you and the casino to nikolas.b@casino.guru?

I apologize for the delay I am still gathering the documents you requested. As there are a lot of them and getting the organized in a manner that is coherent itnis taking sometime. They should be ready in the next 2 or 3 days.

I have emailed all of the requested information to nikolas.b@casino.guru yesterday 11/16. Please let me know if you have recieved the documents. This matter could be resolved pretty easily. If DuckyLuck could provide chores of the deposits specifically the checking account number in fairly certain it would be Wells Fargos wire routing number and not my checking account number. Compared with the statements I've already emailed them from my checking account. I could then resubmit the withdrawals and this would all be resolved.

Hello Sicduffy,

Yes I've received all the e-mails. I would like to ask you that in the future please forward only the most relevant information as now you did send us 109 e-mails which we have no capacity to process within a reasonable time.

I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear Sicduffy

I'm Michal and I have taken over this 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 Casino to join the conversation.

Dear DuckyLuck Casino

Can you please provide some information regarding the long delay of the player's withdrawal?

Dear Sicduffy. We are sorry that you have gone through this issue. You did have four pending wires. One was deposited back to your account on 08/09/2022 and the funds were played down to zero. The remaining 3 wires have all been returned to your account. This will allow you to request a new withdrawal using one of our alternative withdrawal methods such as Bitcoin, this way we can make sure that it is sent and received faster.

As a bit of extra information, we did send the wires to the processor, but it seems that the account number was incorrect. Once we contacted the processor, they returned the funds and thus, we returned them to your account as already mentioned. Checking at this moment, we do see you have a balance in your account, that you can go ahead and request new withdrawals for them.

Please go ahead and check your account and let us know if you have any further questions or you can keep the contact with the department in charge that have been emailing with you as well.

Thank you for the response DuckyLuck Casino.

Dear Sicduffy

As DuckyLuck Casino mentioned please submit a new withdrawal request if possible via Bitcoin and you should receive the funds quite quickly.

Let us know once this is done and when you successfully receive the funds in your account.

Dear Sicduffy,

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.

I replied to the email from Duckyluck.ag asking about the other 2 withdrawals. I submitted a summary of the withdrawal requests reversals cancelations etc. And again they have stopped responding to my emails.

Dear Sicduffy

What I understand from the information provided by DuckyLuck Casino is. Your withdrawals were sent by the casino to the processor, but you inserted your account number incorrectly. Once DuckyLuck contacted the processor, they returned the funds and DuckyLuck returned them to your account.

You should be able to submit a new withdrawal request, just make sure you fill in all the information correctly.

Please let us know once you receive all the funds.

Hello Sicduffy. We will come back with an answer asap. We are looking into the email with your summary and will reply once we have an answer for you.

Dear Sicduffy,

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.

Hello Sicduffy. The department in charge has checked. Out of the summary you gave, you received one withdrawal, the others were refunded and played by you and there is a missing amount of $2500 that will be credited shortly to your account. You will be also sent an email with an extended explanation of all of it.

The email sent to you reads the next:

After an extensive review of your inquiry, we can confirm that you are

currently only missing $2,500 out of the $27,500 which has now been credited

to your account. Upon our investigation, it appears that the rest of the

funds have been played out.

* Total amount requested: $27,500

* Total Amount reversed: $12,500

* Total Returned by the bank: $10,000

* Total Paid: $2,500

* Total Missing: $2,500

We here at Duckyluck Casino strive to provide our players with the best

experience possible, and part of that is ensuring that all of their funds

are properly tracked. After looking into the matter further, we discovered

that on the 21st of July, one of your withdrawal requests did not correctly

register and was never credited to your account; however, as soon as we

became aware of this issue, swift action was taken, and the funds were

quickly credited back into your account. 

We understand how important it is that players are correctly rewarded for

their time and money spent enjoying our games, so ensuring accurate payments

is one of our top priorities. We take great pride in being able to provide

an enjoyable gaming experience for our customers and deeply regret any

issues which could potentially disrupt this pleasure. 

We hope that this matter has now been resolved satisfactorily; however, if

there is anything else that requires further clarification or assistance,

please don't hesitate to contact us again at any time via email so that we

can assist in resolving any additional queries you may have concerning this

issue.

Please let us know if there is anything else you may need.

Dear Sicduffy

As the casino mentioned above, all your transactions should be fine now and the missing $2500 has been credited back to your account.

Please let us know if your issue has been solved, or if you require any further assistance.

Dear Sicduffy,

We are extending the timer by 3 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.

Thank you for all of your Assistance you really made a difference in making this casino own up to the missing funds they owed me. Than you very much. You are great and really looking out for the people. Thank you for everything you do!

Dear Sicduffy,

Has your issue/complaint been sorted? Can we consider this resolved?

Dear Sicduffy,

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.

Yes they have resolved all my issues thank you for your assistance

Dear Sicduffy,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Michal

Casino.Guru