Luck Casino UK - Player's withdrawal is delayed.

*****@googlemail.com wrote:

FAO Garry & Lynnette Ballantyne

Hi Anthony **** 02/07/1971. B314EG.

I have rather a serious issue with luck.com a company you trade under. I made a deposit using MasterCard debit card registered to me, I won £30. Tried to withdraw was informed bank refused payment. I checked and wasn't true. Was told to make a second deposit using different method. Did using Trusty bank transfer. Won £50, withdrawal of this was easy and I received it. Still haven't received my original withdrawal.emailed at least 30 times and when I informed them I had final stage CANCER they closed my account and continue to ignore my messages despite saying I'll contact yourselves and relevant Gibraltar Gambling commission. They told me 10 days ago it was getting paid that day. I believe they are waiting for my death knowing it's close by.

Dear anthonylawley97,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Luck.com Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Could you please explain if the casino would allow you to withdraw your previous winnings using the new payment method or not? Is your first withdrawal still 'pending' on your account?

Would you be able to send the communication between you and the casino to my email at tomas@casino.guru

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

Best regards,

Tomas

Dear anthonylawley97,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.