Lucky Creek Casino - Player’s criticizing lengthy withdrawal process.

The entire withdrawal process includes ZERO communication from casino. No email acknowledgement of withdrawal, no updates that it's been processed or approved. Nothing. You have to go to chat to find out where the hell you stand. I'm currently waiting on a $300 btc withdrawal for almost 3 weeks. They said it was approved and funds were dispersed. To where? Not in my btc wallet. That's now 'been elevated to finance.' Will I get an email with update? Nope. I have to go back to chat in 48 hours to find out.

My supposed "VIP" status amounts to jack squat.

And I don't know what btc exchange they use, but you can count on the amount to be about 13% less than expected due to their 'btc

exchange rate difference.' I'm better off paying the fee for a certified check, it would still be more than what I lose with their exchange.

I need to stick with Ignition Casino, they say processed and funds disperesed all within 48 hours and they stick to it. Plus the amount I receive is the amount I withdrew. No 13% 'exchange rate' loss.

Dear DwightNight,

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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Could you please advise in which currency you have deposited funds in to your account and in which currency your account has been held? Was there any exchange rate used from the beginning? Have you received your winnings already or it is still pending? 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

So heres where it stands today. The $300 was sent to my btc addy on 6/15. I received nothing in my wallet. Now im being asked to track down the unique addy my bitpay wallet generated so they can cross match

Not an easy task.

Oh, and ive had a $100 withdrawal pending for several days. That was a max cash out on spin bonus.

It sucks to have me go to Chat to communicate all this each time. I just submitted a $1600 withdraw request on winnings i earned with no bonuses attached. Dont suppose I'll see that for a week plus or so.

My unresolved issues are:

-takes SEVERAL days for w/d requests to even process.

-losing 13% because of 'exchange rate differences'

-says my email addy needs to be confirmed but when i click button i nvr receive the email to confirm yet i receive deposit confirmations and promo emails just fine.

Are u aware that your site allows auto fills on CVC codes? That seems like a huge risk for me.

Oh, and 'up to 14 days" to process??? Are you kidding me? I expect better service based on the dozens of deposits i make each month.

Thank you, DwightNight, for your reply. Could you please advise in which currency you have deposited funds in to your account and in which currency your account has been held? Was there any exchange rate used from the beginning? 

Dear DwightNight,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

I used btc to deposit. The withdrawal request is now over a month old. Have been told 2x now that it wss processed, approved btc funds sent 2nd week in June.

I was told in chat last night that their btc process is 'down' and to submit wire transfer info. I provided all info..swift #, all bank info, etc, which I did. Info was acknowledged as received and to expect a wire transfer by Thur (tmrw). I will be shocked if this actually occurs.

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

I just noticed my summary says I was expecting an instant Bitcoin withdrawal? That is not the case, I made a Bitcoin withdrawal and was expecting it within a weekwe're now going over a month.

I am glad I screen grabbed all the chat conversations I've had regarding this matter. 3 days ago I was told by a chat operator that there was an issue with their Bitcoin processor and to provide my bank wire transfer information and they would wire $3,300. I did all that she acknowledged it was complete and I would receive the funds by this past Thursday, needless to say I was not shocked it hasn't arrived. Now this evening I was told that the finance team was waiting on bank wire transfer information and when I told him they already had all of that he told me then that I had to reverse the withdrawal and make the wire transfer request again. The $300 was processed and approved over a month ago, it is not in my account to reverse.

And of course I have added to their confusion by making another $300 Bitcoin withdrawal 2 days ago which is still pending. I obviously should have made it for 299 to avoid that.

I would happily provide all the screen grabs of the chat information and a different information I received from almost every operator each time I inquire, I don't know how you gave this place a good rating, you obviously have never made a withdrawal, it is an absolute nightmare.

Also never have received an answer of why my Bitcoin withdrawals end up being 13% less than what I requested and my Bitcoin deposits show up as 5% less than I submitted, the finance arm of this casino is an absolute Horror Show

Your edit response feature is not working the above response should say a $300 wire transfer, not 3300.

It is also important to note it seems over the past week or two the $300 request from early June is no longer showing up on my ledger when a chat operator checks. This is getting worse each time I inquire

Hello DwightNight,

I looked at your case and understand your frustration. You can send those screenshots here: peter.m@casino.guru. In the meantime, I will contact the casino and see what can be done.

Hello,

My name is Colin and I am one of the senior managers at Genesys Which houses Lucky Creek and many other casinos..

I am escalating this query now with our Head of Customer support and will assist in resolving, as the last thing I want to see is an unhappy player..

Thanks

Colin

Since it won't let me copy and paste the chat screen grabs as part of the chat conversations, I've emailed it as an attachment in reply to your email this AM.

Colin, I am EXTREMELY UNHAPPY. I now have a word document with the timeline and chat screen grabs that shows what Ive been going through for 6 weeks now. If i could get an email address i will send it.

I was told last weel because your Bitcoin address generator was down that I needed to provide bank wire info, which I did in chat, was told the $300 would be wired by last Thursday and it wasn't.

I made 2 more separate withdrawals totalling $700 last week in btc and it was put back in my account with no explanation why. Chat confirmed its an issue with issuing btc on your end so I did another request, this time for wire transfer.

PLEASE dont tell me its going to take another 2 days to get approved again and longer to transfer, we're up to $1,000 owed to me now.

For the love of God, when will I get my money? I don't think I have ever been so frustrated with ANYTHING in my life.

.

Colin,

Was told by chat tonight that both requests ($300 from June and the one I had to re-quest today, now via another wire transfer and originally from last week, because you're still having BTC issues) will both be processed tomorrow and take up to 10 business days to wire transfer. The $300 request is going on 6 weeks now and had already been processed weeks ago. Please, PLEASE help. The business I work for was recently closed due to COVID-19 and I was laid off and told they weren't sure when we'd get our final paychecks but it would be late. I have another job lined up but won't start for a month. I am now extremely desperate, I've never not had a job in 35 years and am stressed beyond belief. I know that's your problem but want you to know how bad the situation has just gotten.

Is there any way to figure how to send at least the $300 via BTC-I know you're having btc issues but I can provide you with a new wallet address if your btc is working.

If I have to pay for a certified check, I will if you can get any of it, even just the $300 expedited.

Hi Joel and Colin,

Thank you for the replies. Colin, it would be great if you could help speed up the process, it's been taking quite a long time. Let us know if you need anything else from Joel.

Hi Joel,

Has there been news?

No. I mean, I play there A LOT and have successfully received other btc withdrawals. I don't understand.

I know it won't matter but since the 6/9 $300 btc withdrawal that says 'processed' but never recieved in my wallet,

I've made 89 deposits totalling just under $3,000. I'm no whale, I get i,t but I'd at least call myself a loyal customer.

I obviously haven't made a deposit since a resolution started seeming less likely. Which sucks because I like playing here. I just don't get the logic of not giving me some sort of explanation.

From over a week ago, I know it's in the chain but this gave me hope...:

Hello,

My name is Colin and I am one of the senior managers at Genesys Which houses Lucky Creek and many other casinos..

I am escalating this query now with our Head of Customer support and will assist in resolving, as the last thing I want to see is an unhappy player..

Thanks

Colin

I just don't understand how my amount of play at Lucky Creek amounts to this. Still hopeful it gets resolved but it's fading fast. Dammit.

Dear Colin,

Could you please give the department in charge a nudge to speed up the whole process?

Hi Joel, I contacted Colin by Skype, he needed your email address etc., he has it now so I hope he will reply soon.

Of course he doesn't have my email, why would he? You contacting him after time expires resets his time for another week?

He could save some time and just let us know now what info he has but will request every 6 days because this has become a fun joke for all of us.

Which will be next, which they already have?

-Copy of driver's license?

-Date, game I won?

-Date I requested withdraw?

-What method if payment did I request?

-Some random utility bill?

-Copy of credit card I used even though the

funds I played on were from btc deposit

-Copy of back of credit card?

-Bank wire info or new btc wallet address to

send funds to?

So just 3-4 those would give them a 3rd month to delay paying me a lousy $300.

Was pleased I received my wire transfer request for $700 from some wins a few weeks ago: 1 for $300 and a 2nd for $400

Of course it was minus two $20 fees for one xfer and my bank charged me another $25.

And those were both originally btc withdrawals that I was asked to reverse and change to wire xfer because 'their btc processor was down.' I always chuckle at that until I remember that cost me $65 of my winnings thru no fault of mine.

When you Skype with him again in 6 days, tell him thanks for the Hot Seat VIP card they sent in the mail. Had to confirm via chat that if I used it, any winnings would be voided since my last play was bonus and I'm not depositing until this is resolved.

I should send you the screen grab of the chat, it was humorous.

Life (and lives) are too short these days, I'll just keep playing along.

Have a great weekend and stay safe..

Hi Joel,

I was informed, the issue has been taken care of. Please. let me know if you received your funds.

Did they say how they would send? I was hoping to provide a new btc wallet address so i don't lose $50 in fees for wire xfer.

He didn't mention this, he said he had been personally involved to get the issue resolved. You were supposed to get the funds on Monday. Has anyone contacted you?

Yes, received an email with statement late yesterday saying funds have been released and sent to my bank. Nothing yet, I'll check in AM. If it doesn't hit overnight I'll call BofA.

Hold on...Ok, just read statement on email received yesterday from Natalie VIP services. It's for $680 and that was from withdrawal from July for $700, of which I received $660 after fees then bank charged me another $15.

Not sure why I'm getting this statement over 2 wks after xfer?

Please don't tell me this is what was 'resolved.' I can fwd u email with statement but its def not the missing $300.

Hi Joel,

Are you sure you haven't received the money? Could you please double check? The casino said you have been paid.

Yes I am sure. Did they say how i was paid? The only wire transfer received in my account was from July 20 and as I mentioned was for my $700 withdrawal from another win. Could it still be being processed by Wells Fargo who sent the other transfer?

I can send you a screen shot of my BofA account that only shows that one transfer when I search "wire" or "transfer".

I then earched every transaction from last 4 weeks just to be sure.

Is it a wire transfer? Check? I also double checked my btc wallet just to be sure.

If they did transfer, can they provide a confirmation like they sent me for my $700 one? Although I received that email confirmation weeks after I received the funds.

I'm waiting for a reply and some sort of confirmation of the transaction.

Hi Joel, the only reply I got was that it was "wire".

Going back to July 29 was the first time they told you it was 'taken care of'. 16 days ago.

You get a one word response from him? Seriously? I'm keeping a sharp eye on my bank account and if the "wire" comes, you'll be the first to know.

And around, around it goes When they'll pay, nobody knows....

Thanks Peter,

Joel

Hi Peter

Have you heard anything else about this wire transfer? It looks like they consider this matter settled but no transfer has been received.

Why don't they just reverse the $300 back into my account and i can make a btc withdrawal i can verify on blockchain and not lose $45 of it in fees?

Not even mentioning the 31% btc price increase from when i first requested withdrawal vs today.

My God when will this end???

Any update?

Do you need my bank statement showing no wire transfer received during the period in question?

Is there anything else I can do?

Hi Joel,

I completely understand your frustration, it's taking way too long. Please send me the bank statement and I will confront the casino once again and hopefully this never ending story will be over.

Peter,

I have emailed you my bank statement showing no wire transfer from Lucky Creek from 7/27 thru today.

Hi Joel,

Thank you for the email.

I looked at the document and I didn't find any wire transfers from Lucky Creek Casino. The player would like the amount of $300 be put back into his player's account so he can make a BTC withdrawal. I would like to ask Lucky Creek Casino to finally find the problem and do so, otherwise I will have to mark the case as unresolved that may negatively affect the casino's rating.

Hi Joel,

I'm still discussing the issue on Skype. I will get back to you soon.

Hi Joel, I got the following reply: "There was a btc payment made 15th June for $300. The remaining funds were then sent via wire."

I am in direct contact with Cody from LC. He spoke to me once and have texted a few times since.

He sent a Blockchain screenshot of several 6/15 transactions apparently one of showing the $300 payment. However the screen shot shows no amount near $300 nor the wallet address they claimed to have sent it to. I have pointed this out, he says he's getting back to his finance team, this was 2 days ago.

Most importantly, the address they sent btc is not my wallet. I have email confirmation from Bitpay support that it isnt an address from my or any Bitpay wallet address.

What Blockchain DOES show is that I made a $40 deposit to that address, meaning its a LC wallet. So if they sent $300 to that wallet as they claim, they sent it to themselves and should be easily confirmed by checking their wallet address transaction for $300 received right after they said it was sent, correct?

Bitpay's Blockchain research also shows those funds were then sent to another address, obviously not mine, but prob a another LC account wallet.

Bottom line: whatever happened, it is 100% confirmable that the address they say they sent funds to is an LC wallet, not one of mine.

Ive shared this with Cody and await response.

Also, WHY are they claiming to you they 'wired the remaining funds' after sending the $300 in btc? The total amount of withdrawal totalled $300..what remaining funds?

I'll keep you updated on Cody's response.

Hi Joel,

I don't really know what is going on with the payments. Hope Cody can clear up the situation.

This is just astoundingly ridiculous.

We have yet to get one response that is consistent with any of their other responses.

No company can be this incompetent with their communication without it being blatant deception.

Hi Joel, I agree, it is pretty confusing. Has there been any news?

Yes. After a few emails with Cody from VIP program I finally convinced them that the $300 was sent to a LC wallet and not one of mine. Their finance team confirmed this today with Cody who asked to submit a new wallet address and the funds will be sent Monday.

Cody has been very quick to respond, although it took a few all caps JUST CHECK IF THE ADDRESS BELONGS TO YOU. And it did.

I know by now not to get my hopes up until the funds arrive in my btc wallet.

Let's hope we're almost done. I'll let you know when the btc is received.

Fingers crossed.

Have a good weekend.

Thanks Joel, just like you said, fingers crossed. Hope you will receive the money this time.

Mon 9/14/2020. 10am

$307 BTC payment received.

Thank you for all of your help!!

Hi Joel,

Thank you for the update. I'm glad to hear you finally received your winnings. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. 

Best regards,

Peter