Hand of Luck Casino - Player’s withdrawal has been delayed.

Hand of Luck. One of these not on gamstop casinos, same setup, games, same auto messages as many others, PlentyofFish,FishyWins,MidnightWins etc

My choice to play of course, and i enjoy the games, and sometimes so nice bonuses. Part of the fun.

Hence, when i win, a delay with withdrawal process, so, naturally, i spend the winnings, so never actually withdrawing ( my choice ).

But not this time. This time, i do want my winnings, 800euros in fact.

Clicked withdraw, speedy email replies back ( same with setup, cant fault them for that ). BUT, a good few hours later, the " sorry, for technical reasons, cant put it on your mastercard " ( same card which i initally deposited onto ), tried again, again speedy emails reply, 'we are an honest company..we want to help you...' etc tried 4x or more over series of days

...and then the email to say, no point trying again on this card as it wont work. ( I did my bank, they were none the wiser, and say would be no issues at all re money coming in ) .

Hand of Luck asked me to try another mastercard ( i dont have one ), try, Metrobank ( no! i dont want to setup a bank!! ) , try bitcoin ( i did try this, reluncantly because i dont want bitcoin,

I tried bitcoin, got some advice from some forums, said, sounded 'not right' what they were asking. Some address lines etc, didnt work.

Their Help replies and their emails are quick, and initially appear 'helpful'...but end of the day....they are not paying out, giving me false hope, telling me to try other methods. Who can i complain to?

Dear garjobo,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

can i just reply to your reply. When i said, withdrawal delayed...thats not really acurate. Its delayed, because i havent got it. But its been 'cancelled' around 6x....so, takes a half day or more before they come back and say, ' due to technical issues we cannot process the withdrawal on your mastercard , try another method.'

Whats odd is that on a few occasions, i noted, when i am on the site, the withdrawal process actually did go through, monies was deducated from my overall total and in the 'withdrawal box' it did state, ' success'...only a few hours later to then jump back to 'rejected' and money goes back onto the account, and i get an email saying, 'technical issues'.

SO - for the first few attempts...to be honest...it did look like they had tried or made it look like they tried to withdraw....bit odd. My bank said, shouldnt be any issues at all accepting. Had i another mastercard ( debit one ) i would try it.

Hello, further update. I have been in touch with Hand of Luck. The have accepted my withdrawal request via BTC. However, despite my impression being this is a fast way to process, i have been informed it will take upto 5days - and , quote,

"...The funds were debited from your account and sent to the payment provider of your region for the further transaction. It will reach your btc wallet up to 5 days. ..."

they went on,

"...Since all requests are being processed on a first basis, first come, it may take for a while. We kindly ask you to wait for the notification from the cryptocurrency application..."

SO - i suppose...for the time being i continue to wait. Having been rejected around x7 via mastercard ( provider rejecting they say ) and now, waiting on top of 2days since i withdraw btc..a further 5days.. not a lot i can do. I will update you.

BTW, iniitally i only joined this forum to post a 'review' and to see others experiences, to find out who i can complain too, afterall, this company has no licence and is using a generic site/platform which is used/monitored by many many other 'not on gamstop' accounts.

For time being, will wait, so no need to proceed. But i will let you know. I have my doubts as my understanding is, btc is instant.

Thank you for your reply, garjobo. Hopefully, your bitcoin withdrawal will be processed soon. I will keep this complaint open and if there’s no development, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Please, keep me informed about any further developments.

I am still waiting for my withdrawal to be processed to bitcoin ( ideally mastercard but they reject it ). Initally told to wait up to 5day..5days is up, now told to wait 10 business days.

Clearly, this is going nowhere. I have asked for a transaction ID ( I looked at advice re bitcoin, told to request so i could see it has been processed as they tell me it has, and the amount ). They could not supply me with one.

I have continued to play on the site, whilst I wait, and I now have over 1000euros. No bonuses taken.

They continue to reply by email quickly, saying the same thing, but also changing the reasons for the wait, 'service provider in my area' etc and like i say, the straw that broke the camels back is being told to now wait 10days.

Again, i joined this forum to share my experience, and see if i can complain somewhere. i feel like its' theft to be honest. I have depoisted a couple thousand on sites like this ( using the same 'out of the box' site..same games / different name) . On hand of luck i hadnt deposited much, but had some wins - which made me finally decide to withdraw.

I see on this site, Hand of Luck is rated 7 ...that correct? There was no mention of this site a week back,until i complained.....the fact they refuse to withdraw!! i have done nothing wrong, only played and won. My mastercard works correctly as does my 'new' ( unwanted ) bitcoin wallet. Still saying 'empty'.

Apprecaite any replies , thoughts - complain to some gambling authority..or higher?

PLEASE cancel all my postings about this. I have now received my bitcoin. Not ideal being bitcoin BUT...it does appear they were honest with what they were telling me.

Once i withdraw further monies, i will not hesitate to give a good review of this casino. Will reserve judgement just yet, and all this bitcoin nonesense..really can do without it..havent a clue re transferring to cash..or FIAT ( thats a car isnt it? )

But for now...please dismiss my complaint. Certaintly a few quibbles, and 'truths'...but all i can say is, right now, they have paid out my first withdrawal.

Hello again, no further update, i am waiting for my 2nd withdrawal, to bitcoin.

But would like to stress i do not want to proceed with my complaint. The bitcoin withdrawal did work , again, not my preffered option, but in my review of the casino which i will post online in the near future, I will mention the issues i had, but also the positives ( thats assuming i do get all the monies withdrawn )

I want to thank you for at least being there. Had no idea you could complain as such, and was really just searching for advice and a contact email to complain.

I will try and steer clear of 'not on gamstop casinos' in future though. All quite a bit stressful, annoying, emails back/forth when 'technical issues we cant withdraw to mastercard' etc but again, for now, this casino has delivered at least some of my withdrawal and they are quick to communicate even though i dont think should be suggesting i setup a bankacount with metrobank etc etc .

Kind Regards

Dear garjobo,

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,

Kristina

Casino.Guru