Lucky Bird Casino - Pelaaja ei voi nostaa varoja.

Hello! I can't withdraw my funds from this casino. The only available withdrawal method to me is Jeton. But Jeton doesn't provide any services to russian residents. Deposits were made with crypto. The account is verified.

The customer support doesn't offer any solutions to my problem. It looks like this casino is one-way system. They take money but don't pay it out.

Dear sopivasov,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please send me a screenshot of the withdrawal methods available in your casino profile?

Have you made any successful withdrawals from this casino before?

What advice did you receive from the casino customer support after you informed them of your problem?

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

Hello! Thank you for your help.

I've made no withdrawals from this casino before.

The customer support told me that I can only use the withdrawal methods available in the cashbox and there are no other ways.

The screenshot of the cashbox is below.

Best regards, Stanislav

Thank you for your reply.

Have you used any VPN or IP-masking software to change your true location while accessing the casino website?

Have you chosen Russia as your country of residence in your casino profile?

Hello!

Yes, I use VPN to access the casino's site.

I choose russian residence when I was registering at this casino. There is a screenshot of my profile below.

The customer support had aknowledged about my residence when I asked them for help with withdraw.

Thank you for your reply.

Could you please clarify how your account can be verified when your personal information is not filled out in your profile?

Additionally, do you notice any changes in the available withdrawal methods when using a different country via VPN?

Lastly, kindly forward me the communication between you and the casino customer support regarding the withdrawal issue at veronika.f@casino.guru.

Thank you for your cooperation.

Hello!

Thank you for your reply.

I didn't want to put my personal details in public and so I erased them from the screenshot attached to this thread. I've sent the unedited screenshot to your email.

The conversation with Luckybird's customer support has also been sent to you.

The list of available withdrawal methods doesn't depends on country I use via VPN.

Best regards, Stanislav

Thank you very much, sopivasov, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.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.

Dear sopivasov,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Lucky Bird Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Lucky Bird Casino,

Could you please provide detailed information regarding this case and clarify why the player is unable to choose a different withdrawal method?

Thank you in advance for your response!

Best Regards,

Kubo

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear sopivasov,

I have repeatedly tried to contact the casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

In the meantime, I recommend contacting the Curaçao Gaming Control Board Licensing Authority and submitting a complaint through their official contact form at https://www.gamingcontrolcuracao.org/contact. Please ensure you include the name of the casino's operator in your complaint, as missing this information may result in the complaint being considered inapplicable. The Gaming Authority has more options and tools to assist players.

You can find more information on how to properly submit a complaint to the regulator at https://casino.guru/submitting-complaints-to-regulators.

Please let me know if you need help with submitting the complaint or if you receive a response from the regulator by emailing me at jakub.m@casino.guru.

I am sorry I could not be of more help on this occasion.

Best regards,

Kubo