Luck of Spins Casino - The player's withdrawal is delayed.

Tried to withdraw £500 and nothing received after 2 weeks . Spoke to support and keep fobbing me off by saying it was paid from there end . Give me a random reference number to give to bank , bank hadn't received money so therefore couldn't payout. Tried repeatedly over next few weeks but kept getting back same message . Sent proof £500 hadn't gone into account ,still money has left our end .

Hello johnhiggins,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Luck of Spins Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

I was fully verified middle of January, as soon as I got verified I tried taking out £500 . I accumulated my winnings with real cash. Last time I spoke with the casino was this week via email. They told me they had deactivated my account, then I messaged here .

I've been trying to get money since 17th January

Hello johnhiggins,

Can you please advise if the casino specified the reason of the block? Is it possible to forward your communication with the casino to nikolas.b@casino.guru?

It's not a block , they have told me they have paid it . Give me a reference number but bank can't process it . Have emailed details

Thank you johnhiggins for all the information provided. I will now forward your complaint to my colleague Tomas (tomas.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello johnhiggins,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Luck of Spins Casino to join the conversation and participate in the resolution of this complaint.

Dear Luck of Spins Casino,

Can you please provide an update on the status of the player's withdrawal?

Kind regards,

Tomas

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 johnhiggins,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

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 can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this.

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

Best regards,

Tomas