Lucky Bar Casino - Player’s withdrawal has been delayed.

On August 10 I registered at this casino. Deposit € 1,600.00.

On the 11th they processed me 276 euros and on the 14th it was € 1,500.

They send me mail with the payment through bank transfer and I read the terms and conditions that are from 2 to 5 business days.

Having already spent 9 days since the first withdrawal and seeing that the money does not arrive, I contact them and they say that the money should have arrived, but it does not arrive.

Today and after many emails to Lucky bar they answer me saying to look at the IBAN of my account to see if it is correct and everything is OK, that is, everything is fine, but the money does not reach me

I think it is a trick not to pay because no casino so far has told me that if the IBAN is fine.

With Ocean Drive (casino that you say are brothers and of the same owner) the same thing happened to me and I also send you a complaint about this casino.

I hope you help me to collect my withdrawals, which are not earnings since that money had already been deposited)

Dear Jose,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please confirm that the transaction was completely processed (the money left your casino account)?

It’s quite usual for withdrawal, 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. If you don’t receive your winnings by then, please, let us know and we will try to help you.

Thank you for your understanding.

Best regards,

Kristína

The money according to them was sent on the 11th the 276 € and on the 14th the 1500 €

But now they say that it has been returned to them by the finance team when we all know that the IBAN is correct and they have not told me anything else.

Regarding the other sister casino (Ocean Drive) of which you do not answer me, the money came out on the 13th for € 1500 and on the 15th another € 300 and they tell me that I should have received them already but it did not arrive.

They will say that it has also come back for finances.

I have deposited € 1600 in one and € 1,750 in the other and I signed up for them because casino guru says that one is very good and the other good

a greeting

I can tell Cristina that the fact that it has been returned to them is false because if it were true they would have sent me an urgent transfer yesterday

I have screens of everything in case you need them

Thank you very much

Jose, first of all, please keep it one casino per complaint, so we don't get it all confused.

I would like to point out, that sometimes this happens, when the transaction is refused by your bank. Was your withdrawal returned back to your player's account?

No. The account balance is zero.

In the transaction history it is still as "successful"

Could you please forward me the communication between you and the Lucky Bar Casino, please? My email address is kristina.s@casino.guru.

Good morning: the money still hasn't arrived

a greeting

Hello Jose,

Thank you very much for your email. In this case I would recommend you to wait a little bit more. I understand this is frustrating, but it seems that the casino is working on the issue. Don't worry, we will keep the complaint opened and if there isn't any progress within the next week, we will try to get in touch with the casino. Thank you very much for understanding.

thanks for answering . I have told them because they have been doing this for about 14 days and they always tell me that I will receive the money in a short time but I never receive it. Today I have asked them and they tell me at the Lucky Bar that I will receive it soon and at Ocean Drive (both sister casinos) that I will also receive it soon, but I ask them when is "soon" and they say nothing more.

They are 3,527 euros between the 2 casinos, but I have already deposited 3,350 euros and I don't dare to continue playing until they pay me my withdrawals.

regards

Player informed us via email that all his withdrawals were successful and we can close this complaint.

We are closing this complaint as "solved".