Lucky Creek Casino - Player's struggling to withdraw his winnings.

HI,

Requested a withdrawl of $1000 (Max your able to withdrawl with the bonus code used) after I met the requirements. First you are unable to make a withdrawl if you dont play through. I did the playthrough and so requested my $1000 withdrawl ( Like I have many times in the past with this casino). Went to check the status of it today and noticed my account was credited back $1, 055. 20 (Cash $1000.35 Bonus $54.85). So I went to the chat and was told that I didnt complete the playthrough and they didnt care. I then emailed support and their VIP team and explained to them I did do the playthrough because it wont let you do a withdrawl until you complete it. Told them to look at my history, its that simple. Received an email back that it was fixed but it wasnt and now they are not responding back.

Also want to inform you about a few months ago I went to make a deposit and the bonus code didnt work so I went to the chat and they told me that I was not allowed to use any more bonus codes because my withdrawls was more then my deposits. So after a few weeks I emailed the VIP team and explained to them that I have been a loyal customer for many years and then they reinstated me back and let mme use the bonus codes again. Thought this was odd considering Im in their VIP club and deposit lots of money on thhier site daily.

Dear kbri73,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Could you specify which bonus have you activated? Please, post the bonus link or promo code here when replying.

How much money did you deposit in order to activate this bonus?

Looking forward to hearing from you.

Best regards,

Kristina

Hi,

I deposited $20.00 and received $60.00 in bonus money. I dont remember the code I used but have attached a summary of my play history to this email. Thank you

Im trying to send you my play history so you can see it. Hope this is better. I am unable to attached a pdf file of it.

HI,

They responded back to me and will now let me withdrawal my funds. Thank you for your quick response and appreciate you guys being here for the players. Thanks again

Thank you for your reply, kbri73. I am happy to hear that there has been this progress! I assume you have already requested the withdrawal, so I will leave this complaint open until you confirm that it has been successfully processed. Please let me know as soon as you receive the payment. Thank you in advance.

Hi,

Looks like they are playing games with me as they have once again refused my withdrawal and credited me back my winnings back to my account and said I have achieved $0.00 of $3,291.00 playthrough required.

HI,

They are refusing to pay me and keep giving me the same excuse but wont answer my questions on my game history and play through amount.

You have achieved $0.00 of $3,291.00 playthrough required.

How could I be able to withdrawal $1000 and not achieve $0.00 of $3,291.00 playthrough required?

HI,

Now they are just ignoring me. This is not right. I earn my winnings and they are wrong. I have all the proof and they refuse to look at it. I have 2 separate emails from their VIP team saying I am right and Im able to withdraw until days later they refuse to pay. Please help.

kbri73, do I understand correctly that you assumed that you finished the wagering requirements just because you could request a withdrawal? Or did you see it somewhere in your account?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Thank you in advance.

HI Kristina,

I have forwarded you my communication with the casino. I know you get hundred of complaints and emails from others but please review my case closely as I have submitted all of the evidence and followed all of the rules and regulations of the casino. Thank you

I am sorry, but the possibility to request a withdrawal doesn't automatically mean that the wagering requirements have been met. I see that the casino informed you that you should be able to see the remaining wagering requirements in the casino cashier.

Unfortunately, if you have not completed the bonus T&Cs, I don't see any problem with the casino canceling your withdrawal and giving you another chance. At this point, I can only recommend that you follow the casino's instructions and finish the wagering requirements as soon as possible in order to withdraw your winnings.

Please, keep us updated in the meantime and let us know when you complete the bonus T&Cs.

Dear kbri73,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Unfortunately, we’re forced to close this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.