Lucky Bar Casino - Player’s struggling to withdraw his bonus winnings.

On 08/10/2020 I deposited £500 and received £1500 bonus, I successfully completed the wagering amount and finished with a final cash balance of £5099

Initially they were communicating and very good as I had my bank account closed so had to reopen a new bank account and forward the new details to the Casino, which they were fine with. As of 21/01/2021 I had received £699 into my new bank account, they had sent small amount as a 'tester' which I had received but then the larger chunk of my withdrawal (£4k or so) I didn't receive.

They kept saying they didn't know why but when they tried to send large amounts it was being returned to them from the bank (which doesn't make sense as I had received some £ from them already) so they decided to send in smaller amounts - I received £393.33 on 10/02/2021 and they promised to send the rest of my withdrawal in numerous smaller instalments. They never did send anything after this date.

I sent numerous emails saying if its a problem with the bank (which obviously it's not though, as it's a simple bank transfer and they had already sent some amount of money) then they could send to either; a different bank account of mine, a skrill wallet or bitcoin wallet. They didn't respond to this email (avoiding an obvious solution IF there was a bank problem)

Since my email where I mentioned that if there was a problem with the bank they can pay me in other ways, they responded on 28/02/2021 just to say they don't know what has happened and will update me 'tomorrow'.

I sent follow up emails to them on 15/03, 16/03, 17/03, 20/03, 24/03, 31/03, 07/04 and 12/04 and have been ignored.

Seems to me they have lied about having bank transfer problems and are ignoring me in order to avoid paying me the rest of my balance. £3500 is a small amount of money for a Casino to pay out to a customer so this whole thing is quite ridiculous and I'd recommend to all players not to sign up and be enticed by the generous welcome offers they lure you in with.

Dear Francisco,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation in resolving this issue, but, before we do so, could you please forward any relevant communication along with your cashier history to petronela.k@casino.guru?

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hi Petronela, I have just sent these through, please let me know when received.

Thank you very much, Francisco, for providing all the necessary information. I will now transfer your complaint to my colleague Martin 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.

Hello Francisco!

From now on I will try my best to help with your issue. I would like to invite Lucky Bar Casino's representatives to join this discussion and explain the troubles with the withdrawal.

Hi, I see the casino haven't replied, just posting here so that the complaint doesn't expire.

We would like to ask Lucky Bar 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 will have negative impact on the casino's rating.

Since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

I sincerely hope you won’t come across a problem like this again.

The casino can reopen this complaint anytime.