LetsLucky Casino - Player complains about deductions from withdrawals.

Recently I made some pretty bad experiences with this casino. From my last 14 withdrawals money got deducted. I went into livechat 2 weeks ago, but so far nothing happened. Money still gets deducted from my withdrawals. I did all the withdrawals via Mifinity, I never had anything similar happening in any other casino. This is the list of my last 14 withdrawals and what they actually send me, all in euros:

17 Jan, 17:25 43,53/45,11

19 Jan, 18:56 67,96/70,42

20 Jan, 18:53 217,27/225,15

22 Jan, 21:05 135,52/140,44

25 Jan, 1:08 67,67/70,12

29 Jan, 17:53 114,36/118,51

31 Jan, 21:03 92,64/96

1 Feb, 0:34 53,22/55,15

2 Feb, 21:38 400,44/414,96

3 Feb, 16:50 178,69/185,17

4 Feb, 15:03 101,32/105

5 Feb, 12:09 130,27/135

6 Feb, 0:25 211,23/218,89

7 Feb, 13:23 299,72/310,59

-79,13

The livechat said that there should be no fees on the withdrawals. They opened a case two weeks ago to investigate it, but so far nothing happened. When I ask in livechat they always tell me the same: "As far as we've been informed there may have been a fee charged by the intermediary bank, We'll look into this further. Is there anything else I can assist you with?" I have the feeling that they gave me the fee, because I won too much. I am playing in different casinos and even nowadays I never get any fees in other casinos with Mifinity, so I really think Letslucky is the problem.

I asked Mifinity and they dont have any fees for this. The answer makes sense, because the Mifinity withdrawals from all the other online casinos come without any fees. Where can I file a complaint about Letslucky casino

Dear Sebastian98,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that fees are usually charged by payment providers for processing payments. It can either be a transaction fee, currency exchange fee, or both. Unfortunately, this is very common and casinos usually do not have any influence over this. 

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

Thank you very much in advance for your reply.

Best regards,

Kristina

3 weeks ago:

Your finance team send me 3 euro lesss than the should

They should have sent me 70,42 euros

Thank you for your patience, our Agent will assist you soon. Please wait.

Hello Sebastian and thank you for contacting us!

My name is Nick and I will be helping you with your questions.

Please hold with me for a few minutes, I'll check it for you.

I will send this information to the relevant department to check on the source of the fees and in the meantime I kindly ask you to contact the bank and request information if some charges was applied.

It was sent to my Mifinity

There should be no fees involved

Just in case please.

My bank has nothing to do with it

I have transferred your case to the relevant department. They will investigate it and resolve it as soon as possible.

​

We are really sorry for this situation, kindly ask you to contact us later for updates.

Okidoki

Or maybe you can send me a mail

Would this be possible?

Please contact us in the chat later to check for the updates.

Okidoki

Hopefully my current withdrawal doesnt have that high fees

Its bigger, I dont wanna lose money for no reason

I'm glad for the opportunity to assist you today. Is there anything else I can assist you with?

5 days ago:

My withdrawal was canceled

Do I really have to use Mifinity as a withdrawal method? I am sick of getting your high fees and wanted to check whether you also give me the fees with a different withdrawal method

Hello Sebastian and thank you for contacting us!

My name is Dwight and I will be helping you with your questions.

You are able to use mifinity, bank transfer and crypto. The methods you used for deposits.

I'm glad for the opportunity to assist you today. Is there anything else I can assist you with?

But my bank transfer was canceled

I tried to use Bank Wire for my last withdrawal

Oh, sorry, as it seems our financial department couldn't process your withdrawal via bank transfer and they suggested you to use Mifinity.

But as I mentioned over two weeks

ago, you always give me fees without a reason

There was a case opened over two weeks ago (with highest priority :)), but so far nothing happened. I still get money deducted for each and every withdrawal

As we have checked, it was deducted from intermediary bank and we are still in process of investigation still about that issue. While you order withdrawal via mifnity you won't face such situations

I made each of the last withdrawals with Mifinity and every time there was money deducted

There is no ontermediary bank involed. It seems like an excude for me

*excude

*excuse

This casino started in the middle of January to make fees on my withdrawals

It's not an excuse, it's what we have as an information now and as I have mentioned above, we are trying to investigate this matter. You are not the only one with such situation.

Is the same problem also arising for different payment options?

We are facing it only bank transfer withdrawals.

In between there have been over 10 more chats, I can send them all, but there is not more content. So maybe these 2 chats are enough.

And for my last withdrawal from 10 february, I received 308,80/320 euros, so I lost 91 euros through unexplained fees in Letslucky casino until now.

Thank you for your reply, Sebastian98. While I understand your frustration, I am afraid that there is not much we can do. As I already explained, such fees are most likely deducted by the payment provider, and the casino trying to investigate the issue. Unfortunately, we are not in a position to force casinos to refund fees if we are not 100% sure they have been deducted by them.

If you experience this with all your withdrawals, my only advice is to choose another casino.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.