LetsLucky Casino - Player's withdrawal delay extends beyond casino's payout policy.

I have repeatedly asked for a withdrawal of my funds, but I continually hit a brick wall, with repetitive response that are all the same response from numerous agents on the 24/7 help line. I have sent thru verified documentation to verify my playing account and also the payment provider to which deposits and withdrawals can be made too. And now I have been told that my payment provider has rejected the payment from the casino when in fact this is false. I am at a loss. And very disappointed in the situation, because I did my homework before proceeding 1 …. I read all the reviews regarding this site 2. This site was also promoted by an Australian influencer who has a reputable reputation with this in tow I thought this was a trusted site, and now I am finding it is a scam. This timeline is in the space of 2 weeks now, their site says there payouts are no longer than 24hrs.

Dear ktbjc29,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

• Could you please advise if you have been informed about any alternative method to withdraw your winnings?
• Were your winnings accumulated with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hi there,

first of all Thankyou for the prompt response but

no alternative was offered, Other than creating an account with my payment provider(skrill), which makes no sense. Prior to requesting a withdrawal I had to verify my account with let’s lucky first before proceeding any further. They also have my screenshots of verified account info with my payment provider (Skrill) also showing which email address is connected to that account. An agent effectively said today that payment was approved but payment provider has rejected it, due to no email address associated with that account. When according to documents it does.

And No I didn’t have an active bonus, I opted out of them.

Thank you very much, ktbjc29, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.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 ktbjc29,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a LetsLucky Casino representative to join this conversation and participate in resolving this complaint.

Dear LetsLucky Casino,

Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

Dear Stefan,

After a thorough review, we want to let you know that the issue that caused delay in the payment processing might be a typo in the email that user has used for Skrill withdrawal.

Dear ktbjc29, we've contacted you internally per email to describe this case in more details, and hope that it will help with fast resolution.

We want to let you know, that the concern and distress you have experienced due to this delay is fully understandable, and we want to assure you that we genuinely empathize with your feelings and ready to provide the proper assistance. We strive to give our players an exceptional gaming experience, including smooth and timely transactions, and therefore deeply regret any inconvenience caused by the withdrawal delay you have encountered.

We're looking forward to your reply, and hope that the final resolution won't last any longer.

Best regards,

Letslucky Team

Dear ktbjc29,

Did you manage to receive an email from the casino? If so, please let me know once you respond to the email.

I am looking forward to your response.

Kind regards,

Stefan

Dear Stefan,

I can confirm I have received an email and I have responded with necessary documentation to confirm my email address. I also agree with lets lucky casino that the email address was a typo, how ? I am not sure as my documents say different. This would explain why my withdrawal was rejected. Never the less I am grateful that let’s lucky casino has come to the party to explain their reasonings, And I hope together we can have this issue resolved. Will keep you updated. Thanks

Dear LetsLucky Casino,

Did you manage to receive the information from the player?

I am looking forward to your response.

Kind regards,

Stefan

Dear Stefan,

Yes, I'm here to let you know that the issue has been resolved, and the funds were sent to a player.

Dear ktbjc29,

Please, confirm if everything is settled on your side. Thank you!

Best regards,

Letslucky Team

Dear Stefan and Paul from let’s lucky support team.

i can confirm I have now received my withdrawal I am very pleased with the outcome, Paul was prompt and efficient to deal with my issue. To clarify it was the email address that was the cause of the delay, The funds weren’t deliberately kept by casino it was actually stuck with my payment provider because the email address was entered incorrectly. Once funds were returned to my playing account and with my correct email address the transaction was made successfully. I am pleased with the outcome Thankyou to the team at Casino guru, and Paul.

kind regards

Nadia.

kind regards

Nadia

Dear ktbjc29,

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,

Stefan