The player from Italy has requested a withdrawal three weeks ago. It hasn’t been received yet. The casino maintains no reaction policy and we were forced to close the complaint as 'unresolved'. After some time, the casino representatives approached us to reopen the complaint and although it took some time again, the player managed to receive his winnings eventually.
Lucky Bar Casino - Player’s withdrawal has been delayed.
Amount: €1,000
Lucky Bar Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
3.6
Lucky Bar Casino has a Safety Index of 3.6, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
I requested a € 1000 withdrawal on August 7th and the casino accepted the withdrawal on August 9th. Following email reminders to the support, I was replied that the transfer would be paid after 9/10 working days. As of August 28, the payment has not been paid and the support no longer responds to my requests for reminder. Chat operators claim they know nothing about withdrawals and claim that if I have not been paid it means that something has gone wrong. In my opinion it is a scam they take the money that is lost while when you win they do not pay. Can you help me?
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3 years ago
Dear Armaduk,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your payment is still pending inside the account without being processed? Is it an internal casino system issue, or it’s related to your account only?
It’s quite usual for withdrawals 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. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.
Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
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3 years ago
Translation
Thanks for interesting. I have the email of August 9 received from the Casino confirming the acceptance of the withdrawal request of € 1,000 from my account, another email from the Casino of August 14 that makes the payment subject to the passage of 9 working days from the day on which it is was accepted and also the trace of the chat of 22 August with the operator Robert who confirms the acceptance of the withdrawal and the passage of 10 working days from acceptance for payment. If it is useful, I can send you this documentation . From 22 August until today I have written every day to the support without having any more answers. Daily I also turned to the chat but in this case the operator simply said that the withdrawals were not within his competence and I had to write an email to the support and if I did not get paid something had gone wrong. Now the problem is that the IBAN number that I communicated on 7 August when requesting the withdrawal is valid until 31 August due to the natural expiry of my card which will be renewed from 1 September but with a new IBAN number. Queso I have already communicated to the Casino but no one bothered to ask me for the new IBAN to allow the regular payment of the transfer and avoid misunderstandings. I could not imagine that I would not receive the payment even after 23 days from the request, that is those that were missing at the deadline, otherwise I would have communicated another IBAN. Another anomaly that I want to report is that when I spoke with the chat the operator (tiffany, robert, leon) replied that it was not their responsibility to pay but an elusive financial team while the emails received from the support until 22 August were signed with the same names (certainly Robert and Tiffany). Strange isn't it ???? I believe that this casino does not charge correctly when you lose (I have lost hundreds of euros) and does not pay when you win. Thank you for what you can do.
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3 years ago
Thank you very much, Armaduk, 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.
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3 years ago
Translation
I look forward to news from Martin then.
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3 years ago
Hello Armaduk!
I will take care of your complaint from now on. Before I reach out to the casino representatives, I would like to ask you a few questions. Did you opted for withdrawal to your credit/debit card or bank transfer?
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3 years ago
Translation
Good evening, when I asked for the withdrawal I was asked which payment method the Casino should use to pay me and I chose the postal transfer by communicating the IBAN number of my postepay evolution card to them. This on 7 August last. Today my card expires by natural expiration and has been replaced with a new card by the Post Office with a new IBAN. I didn't think I wouldn't get paid even after 24 days. However, I have written numerous emails to the Casino to their support, practically every day from August 20th to today, to communicate this situation. But they never answered. I keep track of emails and chats with them if they are useful. The only emails from the support I have received are those of acceptance of the withdrawal on August 9th and others thereafter to inform me that 10 working days would have to pass for the withdrawal of the withdrawal. Since the 10 days have passed, they have not replied to my reminder emails and the chat claimed that withdrawals were not their responsibility and I had to write to support.
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3 years ago
Dear Armaduk,
Thank you with providing us with the details. I would like to invite representatives of Lucky Bar Casino into this discussion in order to help us resolve the issue.
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3 years ago
Translation
Martin, what can you do if Lucky Bar Casino doesn't even respond to your invitation?
Automatic translation:
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3 years ago
Hello Armaduk!
I will try to reach the casino representatives once again when the timer expires. If they would not respond after my repeated efforts, we will have no other choice than to close the complaint as 'unresolved' which will have a negative impact on their rating, but let's not get ahead of ourselves and wait a bit.
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3 years ago
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.
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3 years ago
Despite our best efforts to contact the casino representatives, 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.
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3 years ago
We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both parties to reach to a satisfactory resolution.
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3 years ago
Additional comments by the casino:
"I just checked this case now and I can see money was sent at 2021-08-09 08:49:13
We did not have the information it was not arrived:
OUr team is checking now this case and help to solve it asap"
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3 years ago
Translation
Good evening Martin, yesterday I received the following email from the Casino:
"Dear Armando,
Can you please inform me you still have the problem regarding the withdrawal in August? We are in contact with Casinoguru for 2 days and they informed us about this case.
I'm James and I will help you to Solve it ASAP
Thank you
James "
Also yesterday I was asked, again by James, for my bank details (IBAN and BIC / SWIFT) which I immediately sent to verify if those indicated by the Casino on the bank transfer of 9 August in my favor are correct. In any case, nothing has been credited to my account as yet. It should appear to them that their payment has failed.
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3 years ago
Hello Armaduk!
I am glad to see that the casino representative has contacted you. I would like to kindly suggest that we should wait a few working days until the transaction would appear on your account. In case it would not arrive in 7 days, we will contact the casino once again. Please let us know once you will receive your withdrawal.
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3 years ago
Hello Armaduk!
Thank you for providing us with the necessary information.
I would like to ask representatives of Lucky Bar Casino on the progress on their end.
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3 years ago
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.
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3 years ago
We cleared this withdrawal with player.
This was returned to us. We resent it
it should be alerady on player's account.
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3 years ago
Dear Armaduk,
It seems that your funds are on your way. I will now set the timer for 7 days, so you can inform us once you'll receive your withdrawal.
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3 years ago
Translation
Hello Martin,
On October 25th I received this email from LuckyBar Casino:
"Luckybar Oct 25, 18:04
Hi Armando,
We resent the money to you.
You should have it the next few days.
Please updates us once you received it.
Warm Rgerads
James "
As of today, I have not yet received the withdrawal payment in my postal account. I wait with confidence.
Armando
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3 years ago
Hello again,
I would like to kindly suggest, that we wait for a few more days for the withdrawal to reflect on your account.
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3 years ago
Translation
Martin,
I have been waiting since August 9th. I received a notice from the Casino on October 25th that they would pay the withdrawal. Today, November 8, nothing has arrived yet. But are they capable of making a foreign bank transfer? Sorry for the outburst.
Armando
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3 years ago
Hello Armaduk,
Your frustration of this situation is well understood, I have contacted the representatives of Lucky Bar Casino once more regarding the information on the transaction and asked them to assess the situation. Once I'll receive any response, I will let you know.
The casino representatives can also inform us all in this complaint's thread.
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3 years ago
Hello,
We sent proof of payment to CasinoGuru and player as well.
Money was sent long ago.
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3 years ago
Translation
on 19/10/2021 the Casino wrote:
Luckybar Oct 19, 19:30
"Dear Armando,
Can you please Send me your banking details, so I could
Check if all details are correct?
Thank you
James "
(I replied to the Casino on 20/10/2021 by communicating the same bank details already communicated on their site at the time of withdrawal on 7 August).
on 10/25/2021 the Casino wrote:
"Luckybar Oct 25, 18:04
Hi Armando,
We resent the money to you.
You should have it the next few days.
Please updates us once you received it.
Warm Rgerads
James "
on 11/2/2021 the Casino wrote:
We have canceled this withdrawal with the player.
This has been returned to us. We resend
it should already be in the player's account.
on 11/17/2021 (yesterday) the Casino writes:
"Hello,
We have also sent proof of payment to CasinoGuru and the player.
The money was sent a long time ago. "
I have not received any "proof of payment". Has Casino Guru arrived at you?
On my postal account which I have given to the Casino is not got no payment of 1,000 euro from them.
I have documentary evidence of this.
It's a nightmare!!!!
Edited
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3 years ago
Dear Armaduk,
I can confirm that Lucky Bar representative provided us with a proof of payment from 25th of October, however this one was cancelled as it seems from the communication that you posted. Although it is possible for bank transfers to take even a few weeks since their receipt, I would like to suggest that we will wait for another 7 days in case the payment would appear on your account.
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3 years ago
Translation
Dear Martin,
I'll update the situation with Lucky Bar Casino. I too received proof of payment of the bank transfer of 25 October and I asked my bank (Poste Italiane) for information. Poste Italiane replied with an email, which I also sent to the Casino for information, with which they inform me that from the checks carried out there is no foreign transfer in favor of my Postepay Evolution Card which is a rechargeable card but also a current account with IBAN. to make and receive wire transfers. My Bank has requested the presentation of an MT103 message to make further checks regarding the transfer that Lucky Bar Casino has undertaken to provide but which has not yet transmitted to date.
Basically, after 30 days from the date of the transfer to Poste Italiane, the payment does not appear and therefore cannot be credited to my account despite the proof of payment provided by the Casino. Now I am waiting for the Casino to send me the MT103 message to allow Poste Italiane to make further checks. Considering the time elapsed the payment, not having been successful, like that of 9 August, it can be returned to the ordering Bank and I asked the Casino representative to do this check as well.
As soon as I have news from the Casino (their rep I exchange emails with is called James) I'll update you.
I am transcribing James's last email below:
Luckybar Nov 23, 07:51
Hey Armando,
I requested the MT103 confirmation from our payment institute.
Warm Regards
James
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3 years ago
Hello Armaduk!
Thank you for the information provided. I will wait for your next update once the investigation from banks and the casino will conclude.
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3 years ago
Dear Martin,
I inform you that today the transfer of 1000 euros by Capital Management Group LTD was credited to my Postepay Evolution card for the withdrawal made on my gaming account at Lucky Bar Casino on 7 August.
Therefore the dispute is resolved.
Thanks to you and all the Guru Casino team for their assistance.
Have a good evening.
Armando
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3 years ago
Dear Armaduk,
I am glad to see the good news. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
