Irish Luck Casino - Player’s struggling to withdraw their winnings.

They verified all of my documents and said they would pay within 10 days.

After two 1/2 weeks they said my reversal request was successful....I never made a reversal request. Once confronted they lied and said they put 250.00 in my bank account and the other money back in my casino acct. I never received the 250.00. I told them I never received it most did I request reversals. Then they said they have the right to pay in installments and I have to keep requesting the money and it will take two weeks to approve each time. This is pathetic! I want my money. I also paid in Bitcoins bc they made me, but they refused to pay me back with bitcoins. They are unethical and crooks!

Dear nestlecrunch,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I have checked general terms and conditions, and this is what I found https://casinoirishluck.com/en/banking/:

"Please be advised that withdrawal amount paid or processed to players on a weekly or monthly basis may vary due to certain 3rd party processing limitations or policies. (Please consult the table under section 6.1.7 in our General Terms and Conditions for more information). Irish Luck Online Casino reserves the right to transfer player’s winnings in installments depending on their player class."

Did you receive any explanation why your winnings have been split into installments? Which payment method you have opted for? Have you accumulated your winnings with or without an active bonus? Could you please forward any relevant communication between you and the casino? My email address is petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela 

They never told me anything ahead of time. In fact they said they would pay my winnings . I paid in Bitcoins and they refused to pay my winnings in Bitcoins. Yesterday they decided to pay the $250 in Bitcoins. I assume it's bc y'all contacted them. So thank you. However, they keep saying that I asked for a reversal and keep putting it back in my account. I keep telling them that I never asked for a reversal. As if now, they still owe me $1500.00. I played with one bonus. $1500.00 is NOT alot!!! After 3 weeks and me inquiring, they decided to tell me I would only get $250.00 and that's bc they could pay installments. I went and requested another withdraw of my winnings as they suggested. Then they sent another email stating that my reversal was accepted...once again I told them I never asked for a reversal. I think it's pathetic that a casino can't pay out $1750.00! I met all the bonus requirements. I want my $1500.00 and close my account with that disgusting casino!!! I also want my winnings in Bitcoins like they made me pay with. I have a lot of emails. I'm not sure if they were submitted with the original complaint. If not, please let me know. I have the new emails from this week, but it's not letting me attach them. If you need them, please let me know how you would like me to send them. Thank you so much! Thanks

Thank you very much, nestlecrunch, for providing all the necessary information via email. I will now transfer your complaint to my colleague Viliam 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.

Hello Karen,

I looked at your complaint and will do my best to help you. I would like to invite Irish Luck Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?

Hello nestlecrunch and Casino Guru team,

Please be kindly informed that upon creating gaming account player agreed to our terms and conditions. As per our terms:

"6.2.3 Irish Luck Online Casino reserves the right to transfer players winnings in installments depending on their player class."

Once the withdrawal request has been approved for the installment amount, the remainder of the player’s funds is returned to the player’s account, however looks like player received separate automatic notifications from the softprovider regarding the reversed amount. We will look into this matter.

Player winnings will eventually be paid out in installments as per out terms.

Dear Casino,

please, give us some time frame when will the player receive all of her winnings.

Please, be kindly informed that at the moment player has $2700 on her balance and she has not requested new payment yet. As per our terms it may take up to 7 business days for the withdrawal request to be approved, from the day it was submitted. The winnings are paid in installments, until the full amount is paid off.

Dear Karen,

how do you wish to proceed with this case? Do you want to ask for withdrawal or you want to play further?

Additional comment from the player:

"I want my winnings and I'll never play that Casino again. Furthermore, I have continually requested a withdraw every time they decide to send me an email stating that the reversal I asked for was successful....even tough they know I NEVER asked for a reversal. However, they still do not send my money. I want my full winnings in Bitcoins (the way I paid) without these unethical games they are playing. Thank you!"

Hello. Thank you for your feedback. Keep talking to the Finance Team. They will help you.

Dear Casino,

keep us informed.

Thank you.

Please, be kindly informed that at the moment player has pending withdrawal request which was created on April 7th. It may take up to 7 business days for the withdrawal request to be approved in installment, the funds are going to be sent to the BTC wallet provided by the customer

Dear Karen,

let me know when you'll receive your first installment.

I will, thank you. Would you please inquire as to whether they are going to keep making me request my winnings every time they pay an installment like they have been doing? That’s highly unfair. I will never play their casino again, therefore I just want all of my winnings and do not want any put back in to the casino acct. Thank you!

Dear Karen,

unfortunately, you'll need to ask for withdrawal again and again after every successful installment.

That's pathetic. I will never play with them again!!!

Dear Karen,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

What am I replying to?

If you've received your first installment?

I have received the one installment I had prior to speaking to you, but I have not received anything else

Dear Karen,

can you confirm that you've received those payments?

No, I may have received one bank payment for $236.50 (I’m guessing it was them). I have only received 1 $250 payment to in Bitcoins and that was for the one time they asked me for my wallet address and I sent it to them. I will send a screenshots to you in that email address I sent the other evidence bc it won’t allow me to attach them on here. One is my wallet. I showed you the Bitcoin balance. It is less than the $250 that was sent, but that’s bc the Bitcoin value has decreased. But when they sent it, it was $250. I have not been asked for my wallet address since then nor did I received a payment from them on April 16, like they said. I’m not sure what they are trying to say about Bitcoin value, but regardless, they should have asked for my wallet address AGAIN bc it changes every time...hence the benefit of using crypto currency. THEY SHOULD KNOW THAT. I am also sending an email where they asked for my wallet address for the first Bitcoin installment and I sent it to them. The other email is where they didn’t ask for my wallet address and just sent an email saying they sent an installment to my wallet at the SAME address as previously provided and used. Obviously I wouldn’t get that! I can’t be held responsible for their ignorance! I will send a screenshot that is for $236.50 on March 29. It’s from San Francisco. That could be it as I have no idea who that is and they said they use 3rd party providers. This casino is a joke!!!! The amount of time they are making me put in to getting my little winnings is ridiculous!!!!! They need to ask me for my Wallet address and send my winnings all at once so I never have to deal with them again!!!! In my profession, I charge $400 an hour!!!!! Maybe I should send them a bill for all of their frivolous actions!!!!! It’s not like they don’t have the money!!!! They are obviously petty!!!!

Hello,

Please be kindly advised that there are 2 types of BTC wallet addresses: Static and Dynamic. Static BTC wallet address can remain same without any changes. Dynamic BTC wallet address gets changed periodically, however upon change the money can still be transferred successfully to the former wallet ID and be credited to the wallet. In case this dynamic bitcoin wallet is not active anymore, then it would not be possible to process payment to this wallet at all.

As you could see from previous blockchain screenshot, her payment was processed and was waiting to be confirmed, which meant that BTC wallet address was still active at that moment. Also upon recent review of the status of payment, we can confirm that it was successfully processed, and player even managed to withdraw it from her wallet. Please see the attached screenshot, there you can see that payment was sent from our side on April 16th, and it was withdrawn by player on April 23rd.

Taking in account that player confirmed receipt of her first two payments and as you can see from screenshot her latest payment, which was sent on April 16th, reached her as well, we can confirm that all payments which we sent her up to this moment were successfully received by player.

In addition we want to say that player was informed in regards to bitcoin wallet address that we used to send her last payment, however there were no reply from her stating that her bitcoin wallet address changed up until her message on casino guru forum appeared. Starting from her current pending withdrawal payment, our Finance Team will clarify bitcoin wallet address with player before each approval.

First of all, I would like to see the evidence they have staying I transferred something to my wallet. I don’t use that account and I never transferred anything on it. Their understanding of crypto wallets is a bit misguided. They just asked me for a new address today, which I provided. It is just like they do when I used to use Bitcoins to play in their casino. Given the fact that they have to piecemeal my winnings and they do so willy nilly ... I have no way of knowing when to send the updated address to them. I’m not sure what they sent you, but the last email that sent me didn’t ask for an updated address...it just said they sent it and gave an address. I guess I assumed that they know what they are doing, however, I now know that is not the case and I should have looked more closely at the address. If they send me an email asking for my wallet address each time they get enough money to pay a measly $250 installment, then I will gladly send it to them, just as I did the first time and today. However, I am not omniscient. If I was, I would have known that they were broke and had to pay small winnings in installments.

I can confirm that player received her latest payment. Please, let me know when you'll receive next.

I will

Dear Karen,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

I am not sure what info you are waiting for me to provide. I emailed you a screenshot where I having a pending withdraw of 1750.00. I also sent you a scandalous of the email I provided them with a copy of my wallet address for this installment. I, I have not received another installment .

Let me explain to you how our system works. When I set a timer for you to 7 days I expect your answer in the set time frame. If you failed to respond I can prolong the timer by another 7 days. If you fail to respond after second challenge your complaint will be rejected.

Yes, I've received info that you are waiting for another installment but I didn't receive info that you didn't get it in the set time frame and the timer was finished.

Now I'll set the timer on you again for 7 days, please, let me know if you'll receive your payment. If you'll not receive it, please, inform me too.

Thank you for understanding.

I have always answered you within the 7 day timeframe, so I’m not sure where the confusion is...maybe I wasn’t sure that I was supposed to let you know whether they paid me within 7 days. As previously stated, I received the April 16 payment. I currently have the withdraw pending of the entire balance (which I know will be sent in installments). On May 1, I sent them the Wallet address for my installment, and today they sent an email acknowledging they received the address, but I haven’t received the installment yet. Given the length of time between me giving them the address and the time it is taking them to send the installment, I’m not sure that address will still work. Is that what you are asking?

05-07-21- I just received a 250.00 installment to my wallet. They put the balance of my winnings back, so I did another withdraw of my winnings for them to approve and pay....which I’m sure they will continue to pay in installments. I’ll let you know when the next installment is made. Thank you!

I keep replying on time, but it keeps telling me to reply. I’m not sure why.

Dear Karen,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

What do you want me to respond to???? I told you on May 7 that they paid. I then requested another withdraw and I haven’t received it. I checked again today, but it still says pending. Please tell me what you are wanting me to reply to? Thank you

Dear Karen,

I've explained it to you on the 6th of May, I know that you've received the installment on the 7th of May and you've made another withdrawal that day. I need to know if you've received it or not.

Once again, I'll set the timer to 7 days, please let me know when you'll receive your next payment, also let me know if you'll not receive it in the next 7 days.

I hope everything is clear now, if you have any questions, do not hesitate to contact me by email: viliam.v@casino.guru.

Good afternoon, I just received a $250 Bitcoin installment. I will now request another payment. Thank you!

Thank you for an update, Karen. As usual, let me know when you'll receive the next payment. Thank you, too.

I just went to log in and ask for my next installment, however I couldn’t because I got a message that says that my account has been locked. It usually allows me to ask for $1750 at a time and leaves the rest in the balance. This is a screenshot of the last withdraw request. It shows that I requested $1750 and still had a balance of $200. They paid the $250 and that should have left $1700 in winnings. However, I am now locked out. Please advise. Thank you

Hello,

Please be kindly informed that your account was locked not by us but by Rival software provider. Apparently system noticed that you tried to login using the IP of excluded country (Canada) that is why your account was locked. In such cases better to contact customer support service so that they could assist you right on spot. As for now your account was already unblocked, you are free to log in to it. Please, make sure not to use IP addresses of excluded countries in order to avoid such situations in future

Apparently my son purchased those for him, but did it on my cell and they automatically connected. I deleted them. However, it still won’t allow me to login

Dear Karen,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Good morning! I have not received anything since my last response. I’ve included a screenshot to show that the withdraw is still pending approval. I’m not sure why it takes this long to approve since it’s from the same winnings every time. 🤦🏼‍♀️. Anyway, thank you! Have a great weekend!

Hello Karen. Keep talking to the Finance Team. They will help you.

Thanks, but I’m not exactly sure what I’m supposed to talk to them about. I requested a withdraw of the full amount in my account... then they made me wait over a week for approval... then several days later they paid a $250.00 installment. After that they made me request to withdraw the full amount again...made me wait over a week for approval of the same winnings with the same documents...once it was approved AGAIN, they paid another installment several days later.

Then...you guessed it...the process started all over again. It’s a ridiculous process which I’m going to have to continue to do at least 7-8 more times just to get my winnings that were less than $2500.00. The only thing there is to talk to them about is why they keep making me go through this ridiculous process. Thank goodness for the Casino Guru!!! If it wasn’t for him, I wouldn’t even be getting paid at all!

Dear Casino,

is it necessary to delay the player's payout as much? Is there any possibility to set an automatic withdrawal?

Hello. As I know, the Finance Team contacted you yesterday and they approved the payment.

Dear Casino,

I would like to ask you to answer my question.

The current withdrawal request was created on the 22nd of May. The verification process may take up to 7 business days.

Casino Guru, I received an email today that said it was approved and will be sent tomorrow. I’ll keep you updated as to whether it is received. I also like your idea of automatic withdrawal. Thank you!

I received the 250.00 installment. I have requested the balance again. Thank you

Dear Karen,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

I haven’t received the installment from my last request. They obviously ignored your automatic withdrawal suggestion. I’ll let you know when this installment is paid and I have to do this all over again. Thank you!

Dear Karen,

few minutes ago I was in contact with Casino's representative and he stated that the whole amount will be paid tommorrow. Let me know when you'll receive your winnings. Fingers crossed.

Really?! Wow! You’re the best! I’ll definitely let you know! Fingers crossed!

They just emailed and I gave them my current wallet address. 🤞🏻

Casino Guru…you are amazing!!!! I just received the balance of my winnings in my wallet. This was a frustrating experience that I would NOT have been successful at if you were not involved! I thank you very much!!! You’re like the Casino Superhero! I highly recommend anyone who is having an issue collecting their winnings to contact you! They won’t be sorry! Although I’ll miss our weekly diatribe…I hope I don’t ever have to use your services again. However, if I have issues in the future, I’m definitely contacting you! Take care! Respectfully, Karen L P***

Dear Karen,

thank you for your cooperation on this issue and I think I'll be missing our weekly diatribe, too. I'm really happy that we can mark this complaint as resolved and I hope that you'll not be facing a problem like this anymore. I wish you good luck with online gambling and stay safe. We are here to help the players.

Viliam Casino.Guru