Luck Casino UK - Withdrawal of player's winnings has been delayed.

I made withdrawal on 15/05/2024, 11:57:53. I had 21 e-mail conversations with customer services since then. They requested all different documents to verify the account and I provided all the documents. However, the transaction is still showing as pending withdrawal. Now, every time I follow up for the update, their reply is "e kindly advised that the relevant department will review your documents in the shortest time possible". They are holding my withdrawal without any reason.

Dear Milap82,

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

Dear Milap82,

Have you received your withdrawal from the casino yet?

Dear Milap82,

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.

Hi Kristina,

I still haven't received money for withdrawal. I sent them all the documents promptly, but they are keep saying that the dedicated team is looking into this and get back to me, but not further update as yet.

Thank you for your reply, Milap82. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Have you made any successful withdrawals before? 
• Do I understand correctly that your documents still haven't been verified?
• Did you accumulate your winnings with or without an active bonus?

Have you made any successful withdrawals before? 

No, this is my first withdrawal.

Do I understand correctly that your documents still haven't been verified?

Yes, they requested various documents and I provided them all.

Did you accumulate your winnings with or without an active bonus?

I didn't use any bonus.

Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Thank you very much, Milap82, for your cooperation. I will now transfer your complaint to my colleague Dominika (dominika.l@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Milap82,

This is Dominika and from now on, I will be taking care of your complaint. I have reviewed your case and I would like to invite Luck Casino UK to join the conversation and participate in the resolution of this complaint.

Kind regards,

Dominika

Casino.Guru

Hi Dominika,

Thanks for taking over my case. Yes, you can invite them to discuss the matter.

Hi Dominika,

Just to keep you posted that they have closed my account without processing the withdrawal as I cannot see money to my bank account.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi Dominika,

I have left a review for them on Casino Guru, but my review is still pending. Can you at least published the review, so others can't be cheated like me.

Hi Dominika,

Thanks for your help. Finally, I have received payment from them.

Dear Milap82,

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,

Dominika

Casino.Guru