The player from Germany has requested a withdrawal three weeks ago. Unfortunately, due to ongoing verification, it has been pending since. The player's account was eventually verified and he received his winnings.
Luckland Casino - Player’s withdrawal has been delayed.
Amount: €500
Luckland Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
Public
Public
3 years ago
Translation
Hello everybody,
I have been waiting for a payment of € 500 at the provider Luckland since April 29th, 2020.
After numerous attempts to contact me via chat, email and telephone, I am now contacting you!
First, it would be useful to point directly to the "Press" on "Withdraw" on the side Luckland that uploading Personalauweis, a recent bill no older than 3 months (proposal Luckland: electricity bill does not make 🙂 Please!) Is necessary , so that something moves at all.
Well ... 2 days later this information reached me in the spam folder and I uploaded a photo of the ID card from both sides and a statement from the company in the bottle (less than 3 weeks old) on the website.
Then total silence again.
From then on I tried to find out whether the upload of my documents was really successful. Finding this out then also took around 3 further contacts with the support.
On the first picture of the identity card my year of birth would not be clearly recognizable (the flash light reflected). So I took a new photo without a flash and uploaded it immediately.
I'm getting tired of writing my fingers sore and annoyed for this ridiculous € 500.
After more than 2 weeks I allowed myself to write a reminder and asked to pay the payment amount within 7 days and attached all previously uploaded documents again by email.
In my experience, deposits and withdrawals in an online casino do not take weeks, even with an initial withdrawal.
So far, I have sent a photo of my identity card, my bank card and a current invoice from the company in a bottle. Otherwise I didn't need that many documents ...
Thanks in advance!
Greetings Sascha
Automatic translation:
Public
Public
3 years ago
Dear Sashman,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. We will contact the casino and ask for a status of your verification and a time frame of your delayed withdrawal, but, before we do that, please could you advise which payment method you have chosen? 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
Public
Public
3 years ago
Thank you very much Sascha for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
I truly believe it’s only a matter of time before you’ll receive your delayed withdrawal.
Public
Public
3 years ago
Translation
Another thing that irritated me when I played on Luckland:
Depending on the selected slot, a red, striking information field appears in the top center of the website with the text:
Attention, they are leaving the legal area of Malta!
Now I am not well versed in international gambling law or have never had a problem with any provider, but apparently the international gambling supervisory authority is located in Malta.
What is this information for me as a player without legal knowledge?
Unfortunately I don't have a specific example right now, but I'm sure the message appears quite often when changing tables. That made me feel insecure while playing.
I find it strange that the provider is consistently top rated.
In my eyes, deposits and withdrawals are one of the absolute core competencies at a casino. What does a top casino do if I am a medium-term lender for every win? Respectively. then is it one?
It's easy to gamble away large sums with email and without verification, and conversely, you have to wait weeks for the payout. In parallel, I would have the option to cancel the payout process at any time, which means that the longer the payout process is dragged on, the more likely there will be a player who loses patience in the meantime and may lose the winnings after all. So there are two immediate advantages for the casino to do so. A loan and the chance of not having to make the payment.
My conclusion: 3-5 working days for the examination plus bank days are aimed at the first payment by Luckland. They are nowhere near met. The effort was insane. It wasn't worth it to me now. I have received 7 advertising messages in the past two weeks, but so far not a single email confirming when Luckland intends to pay me the amount. Maybe Luckland needs some more information from me 🙂
Thank you for the help!
Edited
Automatic translation:
Public
Public
3 years ago
Hi Sascha,
I read your complaint and understand the situation. Regarding the warning: "Achtung, sie verlassen das Rechtsgebiet von Malta!" This pops up sometimes when more game providers share rights for the same game. I will contact the casino and see what can be done to help you.
I would like to ask the Luckland Casino to reply to this complaint.
Public
Public
3 years ago
Translation
Complement:
Yesterday I was asked again in live chat to provide the necessary documents!
I have now uploaded a total of 3 different photos of my identity card, a current invoice from the company in the bottle and a photo of my bank card on the page itself. (All corners of the ID card are absolutely clear, everything can be seen perfectly!)
On May 16, 2020, I also sent an email to care@luckland.com and attached the said files to the email, since uploading the files would otherwise be difficult for me to prove.
There has been no response since then!
As before on the complaint opened here.
I am happy to forward the email so that a third party can get an idea of it.
I am curious if there will be qualified feedback from Luckland at some point.
Hope dies last!
Best regards
Sascha
Edited
Automatic translation:
Public
Public
3 years ago
Hello Sascha,
You can forward the email to my email address (peter.m@casino.guru). Thank you.
Public
Public
3 years ago
Thank you Sascha, the pictures seem to be alright in my opinion. Since we haven't received any reply yet, I will remind the casino about your complaint.
Public
Public
3 years ago
Translation
Hello everybody,
my now daily blog about Luckland 🙂
On 28.05.2020 I finally received the email with the information that my documents had been received "now" and that the payment would be paid out after the usual processing time + banking days.
Unfortunately I did not receive an explanation or even an apology.
I had to wait exactly 4 weeks for the payment for the day.
I actually received the payment this afternoon.
The internal complaint as well as the public complaint was never answered.
In addition, I removed the opt-in for advertising from Luckland a few days ago.
Nevertheless, I had to regret that Luckland apparently feels authorized after a confirmed payment, despite the opt-in being clearly withdrawn, I continue to penetrate advertising.
At the same time I received an email, an SMS and a particularly exciting call with a band announcement that indicated that an email with an offer had been sent. WTF
I don't know what kindergarten I ended up in at Luckland, but in the EU it is strictly forbidden under the GDPR to deliver advertising without your consent.
Obviously the payout was delayed for a whole month. For me, that remains unacceptable!
I don't think Luckland deserves 8.5 out of 10.
If I had received a message that there were delays due to Corona or whatever, it would have been perfectly fine for me to accept a delay. Always to say that I would not meet my duty to provide information, I simply find brazen.
With all love, it has nothing to do with CARE.
I wish everyone a smooth, stress-free weekend!
Many thanks for the support to casino guru!
Greetings Sascha
Edited
Automatic translation:
Public
Public
3 years ago
Dear Peter M,
Player has requested cashout on April 29th. SLA for checking cashout request is 2 business days. It was checked even earlier (April 30th), and email sent to a player requesting ID and Proof of Address. The same day player uploaded documents, but ID was declined due missing corners and covered information. Follow up email with this information was sent as well to the player.
Player re-sent his documents on May 13th and ID was declined, as he sent the same image. Documents were checked on May 15th and email sent again to a player.
Player uploaded documents on May 27th (SLA for checking documents 2 business days) however as an exception we checked and approved his ID and since the 29th he is able to proceed with the cashout
Best Regards,
Luckland Team.
Public
Public
3 years ago
Dear Sascha and Luckland Team,
Thank you for the replies. Sascha, I completely understand your frustration, the communication with the players is important and in your case it could have been better. On the other hand, I'm glad you received your winnings. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
Please disable your AdBlock