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

Even in 5000 words will be hard to describe. I have over 50 emailsback and forward with Luck casino and fortunately i have kept the whole dossier as the problems started soon after joining. A small timeline in bullet points

1. Joined Luck Casino Sunday 14th July. They sent me email saying i was verified. I play pretty highstakes and made 2 deposits each of £1,100 which is maximum single depost they seemed to allow on my bank card.

2. I went onto the site to go and play live casino roulette but the live games provider didnt seem to work and shortly after (Still Sunday 14th July) i got an email saying my account had been closed(i will attach below). I was suprised as i didn't ever have an account with them but i did tell them that i had previoua issues with gambling and appreciated their stance so i will withdrawal my funds(evidence below)

3. I logged back into my account after this email and made a full withdrawal of the £2,200

4. I upload all KYC copy of drivers license, bank statement showing account that deposit made from, proof of funds and here was where the troubles piralled

5. Backwards and forwards of them accepting and verifying then askingfor something else, they asked for my tax return i sent in PDF page to show with my address they acceoted then wrote back saying they want every page of tax return

They asked for PDF of my accojnt i ised to make transaction for Luck i sent then they approved but then said they want all pages from last 3 months of statements(i have all this evidence to show Casino Guru).

6. 2 days later get an email from Luck saying they have put the £2,200 back into my account because i need to play and wager at least £2,200 as per terms and conditions i write back saying absolutely not as my account was closed by them and i didnt ahve full trust to now play having received an initial accounts closure i then went back onto account saw they had reversed my withdrawal and that £2,200 was back into my player account so i again withdrew the money hoping that Luck will understand a player would never use his/her funds if told by a company that their account is closed.

7. The withdrawal went back into pending and the various KYC emails started again verifying and saying accepted(as per screesnhots i will provide below) and then simply out of left field saying they need one more thing!! Still my monwy was in pending withdrawals for a second time

8. I missed a call on Thursday July 18th from a number and received an email from Luck saying they had tried to call me from a certain team. As you can see from my screenshot evidence i tried calling number back 9 times!!! Over 2 days and enaiked them back saying please call but absolutely nothing came back from Luck

9. On Friday 19th and wrote an email from my account to Casink Guru to actually ask for help with this company as i coukd see your joining process but i have so many emails and evidence i felt better to show and upload to someone directly rather than complaints forum

10. On Saturday 20th July i receive another email saying they actually closed the account by mistake and it was open to use and i needed to wager £2,200(this was 4 days after their first email asked the same) and once again i saw they had cancellewimy withdrawal and put the money back into player account.

Í once again wrote to them saying i cannot trust this site they still not even verified my KYC despite me giving them everything there was absolutely no way i wanted to play on a site that closes an account and then says a week later its a mistake and also a company who had just cancelled my 3rd withdrawal of my deposit amount.

11. Sunday July 21st i saw money not in pending anymore and not in player account and asked Luck does this mean i am now verified and withdrawal processed...(no reply all day snd no reply from my evening messge yesterday again i have all evidence)

I just cannot understand or comprehend what are they doing!!

Its stressful its worrying and i feel vulnerable having given them such a mass of KYC

Please help just wanted to add that below i have atrached some screenshots of account closure, processed withdrawals then being overturned etc but it didn't allow me to attach everything as files too big so please pleaee with pleasure ask if you need anything else

Kind Regards

Marc

Dear AshTiff7878,

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 AshTiff7878,

Have you received your withdrawal from the casino yet?

Hey Kristina...thank you so very much for the follow up i had tried being patient as per your forst message. It has gone from bad to worse, they reversed my withdrawal 3 times, my finds then disappeared, they have now closed the account as i wrote to them saying i had started a complaint with Casino Guru....i have all the emails from them and myself and some scresnshots of my accoutb and the funds being there then disappearing, however, it is over 40 emails and over 5000 words...should i send via this thread or should i send separately to an email address so i can fit absolutely all the emails and screenshots in?

Many thanks again for the follow up

Best Regards

Thank you for your reply, AshTiff7878. Have you received any explanation from the casino regarding the blocked account or confiscated funds?

Unfortunately, we do not have the capacity to go through 40 emails. Could you please pick the most important/relevant and forward them to me? My email address is kristina.s@casino.guru. Thank you in advance.

Hey Kristina...this is so kind of you and Casino Guru yes with pleasure i will send to you the important ones plus i am trying to get a gridlock number/code from Luck although they are very astute and tactically hard to deal with. If anything changes with them i will update you and will send you email shortly. Many thanks

Thank you very much, AshTiff7878, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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.  

Many thank Kristina for all the correspondence so far. Good morning Michal imany thanks for taking on my case. Would you like me to send you the dossier of evidence via email that i sent Kristina or she has kindly passed on?

Sincerely

Marc

Hello AshTiff7878,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

We would like to invite Luck Casino UK to join the conversation.

Dear Luck Casino UK,

While I understand that every casino has the right to close a player's account at any time, all financial obligations must be fulfilled before doing so. If I’m correct, the players should receive their deposits back due to concerns about their gambling behavior. In situations like this, the deposit refund should be processed promptly and without any delay. Could you please clarify why this has not been done in this case?

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.

Dear Michal

Everyone at CasinoGuru is work so hard on this case thank you. I am still stunned t the concrete evidence we have so far which i have shared with Casino Guru is

1. Luck Casino closing my account with it havinv £2,200 in it due to responsible gaming.

2. myself admitting to luck that i did have historical gaming responsibilities

3 Luck Casico trying to make me wager £2,200 before they consider processing a refund

4. After days of me refusing to wager Luck eliniminating £2,200 from my account

5. Luck Casino refusing to answer Casino Guru a Casino should not cancel players withdrawal at the best of times but even more so a player with an account closed due to responsible gaming concerns so Luck 3 times reversing my withdrawal requests and trying to coerce me into playing is definitely immoral but is it also illegal?

Sincerely

Marc

Isnt any of this illegal what happens if they keep ignoring you? How can this business be allowed? As far as i understand and Casino Guru seem to articulate above

I am anxious about my funds disappearing. Casino Guru has the dossier of evidence, you have asked a searching question of Luck Casino but they still ignore it.

Ultimately, I joined Luck Casino as you rank them 8 and high safety index, I have since read the abundance of complaints about them and I am wandering how they have maintained a high safety index do they pay to keep such a high number?

This is so scary, disorientating they ignore me, but to then ignore Casino Guru is unbelievable

Dear AshTiff7878,

I have "nudged" the casino representative to provide my information about your case and I'm hopeful to receive it shortly.

I will keep you informed of any developments as they arise.

Thanks Michal your end has been amazing

Dear AshTiff7878,

Although I have contacted the casino representative multiple times and they indicated that their support team would provide a follow-up, I have not received any response despite the prolonged timer. I'm afraid there is not much that can be achieved without cooperation from its side.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. I recommend you contact the Independent Betting Adjudication Service (IBAS) – an alternative dispute resolution service (How to raise a dispute with IBAS so that we can help. (ibas-uk.com) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the United Kingdom Gambling Commission (UKGC) itself (How to complain (gamblingcommission.gov.uk) Please let me know how the ADR or the Authority responded (michal.k@casino.guru).

I am sorry we could not be of more help on this occasion.

Best regards,

Michal

Casino Guru

We have revisited this complaint following the information provided by AshTiff7878, indicating that the disputed funds have now been processed by the casino.

Dear AshTiff7878,

Could you kindly confirm whether you have successfully received the disputed funds from the casino?

Hello Casino Guru.

Yes, Luck Casino returnedthe funds so credit to them

Also massive thank you for your platform

Dear AshTiff7878,

Thank you for the confirmation.

With the complainant's confirmation, we consider this issue successfully addressed/resolved. We will now mark it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru (trustpilot.com). An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Michal

Casino Guru