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

I have been waiting for a withdrawal of £4650 since September 8th, I have chased this up so many times, and been told that the money will be sent in smaller amounts, I have never received any of it, and have since been told the money had returned to the casino and would be sent a different way which is quicker and easier, yet still I haven’t received it. And now they say that the money never returned to them.

Dear Stephen,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your withdrawal has been processed but never reached you? Did you receive transaction tracking number from the casino or any other proof that the money has been sent? Which payment method has been used?

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

Good morning, my withdrawal was processed but I never received any proof of this despite asking many times. It was through bank transfer the withdrawal. When emailing I have been told most recently that all uk payments have been solved apart from mine and mine is the last one.

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

I have reviewed your case and understand the situation. I will contact the casino and see if I can help.

We would like to invite Lucky Bar Casino to join the conversation and participate in the resolution of this complaint.

Lucky Bar Casino, could you please provide some insight into the status of Stephen's delayed payment?

Hi Adam,

I have since emailed the casino a few times, I was in contact with viktor the manager, but haven’t had a response from him since the beginning of November despite multiple emails I have sent. I have had contact from James, but each time to say they are waiting for an answer from there bank as there is an issue there end. However I was told beginning November by viktor the money had returned and would be resent, and nothing has arrived since then. And I still have had no response in the last week. The last email I received told me to have more patience.. yet I have been waiting since September 8th

Hello Stephen,

Thank you for the update. We are yet to receive a response from Lucky Bar Casino, when the timer has expired I will attempt to contact them again.

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 within the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.

What happens if we get no response?

I have been trying to contact the casino since November 27th for the latest update but not had a single reply. This was the last response I had then.

Dear Stephen,

​

​Unfortunately it seems this is the last case we still could not clear with our bank.

​As all the other UK withdrwals have been solved fo now I hope your case will be cleared

​very soon too. I still want to ask for you some more patience.

​

​Warm Regards

​James

Hello Stephen,

If there is still no response after the timer has expired, the complaint will be closed as 'unresolved' and have a negative effect on the casino's rating.

As the casino has no license and doesn't refer to any ADR service, I’m afraid there is nothing more that can be done without their cooperation.

Dear Stephen,

I have tried to contact the casino repeatedly but remain unsuccessful. As mentioned previously, the complaint will now be closed as 'unresolved' and have a negative effect on the casino's rating.

I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints may help to change the casino's approach.

I recommend you take a moment and read a review of each casino before you start playing in the future and only play in licensed casinos with a good rating.

I wish I could be of more help.

Best regards,

Adam