Lucky Admiral Casino - The player struggles to withdraw his winnings.

I recently signed up with this casino I very happy with the selection of online games however the moment I try to withdraw given them all of the information they wanted I have given them further information they replied back to me saying I need to deposit $10 with a payment card I do not own a payment card I made these deposit to interact there keep on rejecting my documents and I do not know what to say this is been going on over one week I want my money and I want to go I’ve given them all the information that I can possibly have given them this is unacceptable

Hello woodbine777,

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

Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents.

Looking forward to your answer.

Regards,

Nick

Dear woodbine777,

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.

Sorry it has taken me so long to reply the verification progress has been ongoing for approximately 17 days I have provided drivers license interact information copies of address and on and on the funny thing is is I once received a reply from them stating that all documents have been verified and I can expect my withdrawal of $1000 shortly within 1 to 3 days the next day I received another reply stating that I must deposit $10 on A payment card which I have informed them two times that they wrote that statement and I don’t own a payment card so all of these ups and downs are quite troublesome and concerning as of now I have emailed them a good 14 times since I believe Thursday and not once have they replied to me you hear me not ONCE furthermore I have tried to implement a responsible gaming measure so that I cannot lose the funds that I had set aside for withdraw and that doesn’t work I also have tried to ask them to assist with such. Responsible gaming measure which seems to be unavailable and does not work and the troublesome thing is when you ask for assistance again they don’t get back to you they promote the fact that they have that responsible gaming measure available but it does not function. Then the fact that I’m getting my withdraw as one person stated and then I’m not getting it and it’s transferred back into my real gaming balance again NO replies my account got up to 1500 I cashed out. 1000 I was quite excited one day later it was placed back into my general account and once I became so frustrated and inability to withdraw I got careless and lost it all back nonetheless I have informed them that I plan to seek damages because the responsible gaming lockout mechanism is not functioning and they did not reply to me or address the situation and they continually asked me for a payment card that I did not and do not own one person said my withdrawal is on the way another person put it back in my account I firmly suggest that your organization get into this I have also contacted the financial ombudsman I suggest you to investigate this matter intently because the way I look at it being an experienced player this site is nothing but a fraud other individuals have similar feelings on the plus side I can say is that their game selection is quite remarkable

Thank you woodbine777 for all the information provided. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello woodbine777,

I'm Michal and I have taken over your complaint. I have reviewed your case and I want to clarify a few things to better understand your situation. The payment card the casino was asking you about, is that some of your old cards that have expired, or is that a card you have not owned/used at all? Do I understand correctly that you have applied for some responsible gaming options? If so, which ones? Do I understand correctly that because of the long verification you have played away all the funds in the meantime?

I never use the payment card I only used Interact method to deposit and they were asking for a payment card I was a new registration to the casino I have done very well and I continually asked to withdraw my funds they said OK and then another person said that they require a payment card and then I must deposit $10 on it I don’t have a payment card I told him this I did not deposit using the payment card I don’t on a payment card they never got back to me they responsible gaming options wants to take a seven day break so that I wouldn’t spend the funds That system didn’t work it didn’t work. I wasn’t able to enter that responsible gaming method I have emailed them countless times at least 20 or 3010 of these emails have been priority to me we doing the funds back inside been asking to enact the responsible gaming method of a cooling off 7 to 10 day. Seven days I have written jump city gaming the owner of the site I have written the embidsen I’ve written the gaming commission regulates them all to no avail this is a very dangerous situation whereas if other players face the same fate is nothing but theft they have never ever replied to me since the gaming since they asked about a payment card and since I told him I am I able to this must be dealt with this saint must be taken to justice is a very very dangerous slope that this site has made players victimized of very dangerous because without people like you informing inform players people will just continue giving their funds and never being paid please help

I hope this gives you more understanding of the issue at hand for them to not get back to me that is a sin itself they owe me that to them to claim they have a responsible gaming measure that doesn’t work and then when I asked them to make it work they don’t get back to me I don’t reply on that matter for them to say I must deposit using again a payment card which I don’t own one of which I deposit if using interact his another theft fraud type of action and then for one of their team members to say your payment is on the way and then the other just putting the money back in my gaming balance and not allowing me to withdraw well I just don’t know what to do some thing must be dealt with I’m wanting to see this organization because they just stole $1000 from me just stole it

I hope my voice to text writing hasn’t given you too many errors but I hope you get the gist of it please ask me for any clarifications that would be happy to answer this site must be taken to justice

Dear woodbine777,

Thank you for the additional information. One more thing, have you used a bonus or have you acquired your winnings with the help of a bonus? If so, was it a no-deposit bonus?

I will now contact the casino to shed more light on this matter.

We would like to invite Lucky Admiral Casino to join the conversation.

Dear Lucky Admiral Casino,

Why have you asked the player for an additional deposit? Why was the player's "take a break" request not granted?

No I did not use a deposit bonus not at all no bonus was used furthermore I made two deposits both were interact deposits further to clarify and to reiterate after much emails correspondence I was told by one of the team members that my withdrawal was good and ready to be processed within 1 to 3 days ( this is after I had submitted all of my details for know your customer verification) then my funds were placed back into my gaming account (to be used if so desired ) at which time I asked to enact the responsible gaming settings Which did not work and no reply was given to me at all are you then was asked to again deposit using a payment card at minimum $10 I

explained and Reiterated that i don’t own a payment card and that one of their colleagues said that my withdrawal was on the way since then no discussions have been answered this is apalling and ludacris and thanks fully we have people like you Casino guru to hopefully get some further information out there at least to the players who decide to read up on the Casino prior to them investing significant amounts of funds and/or time thank you again

and I hope this information provides some sort of beneficial usage keep in mind they have never replied back to me about anything such as responsible gaming settings in their abilities not functioning such as why I was told it’s being sent out my money and then why it wasn’t such as what is his payment card all about that I don’t own such as anything never has anyone gotten back to me this is quite disturbing I hope we get replies with this method

thank you again Casino group and beware customers who are planning on using the site to wager upon

on a sidenote what is funny is in my junk mail I realize and notice that every now and then I get promotional emails from the same casino like just shocking obviously their computer generated but still

Dear woodbine777,

As per our email communication, I'm glad that things have moved in the right direction to solve this issue.

Please let me know once you successfully receive your withdrawal.

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 woodbine 777, 

Has there been any progress? Did you successfully receive your withdrawal?

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

Although we have not received any response from the casino, the player informed us via email that the money was received on their end, so we consider this complaint to be resolved.

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,

Michal

Casino.Guru