Lucky Creek Casino - Player’s winnings have been withheld.

Dear William,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their assistance in resolving this issue, but, before we do so, could you please advise which games you have been playing (live games, slots, or multiplayer)? Have you activated any bonus when depositing funds into your account?

If there's any relevant communication, please forward it to petronela.k@casino.guru.

I hope, we will be able to help you resolve this case as soon as possible.

Best regards,

Petronela

Thank you very much, William, for providing all the necessary information via email. 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.

Thanks for your effort. I hope we can get my winnings. These Casinos are getting a bad rep

Hi William,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Lucky Creek Casino to the conversation to participate in the resolution of this complaint.

We would like to ask Lucky Creek 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Thank you for your efforts. The last conversation I had was with a gentleman named Ted in their finance department. That was before my account was locked. Now, even when I call the gentleman so called "TED", is always unavailable.

Hello

Apologies for the lateness in replying but was awaiting feedback...

I have been in touch with our finance director and there was indeed issues with "Flagging for negative card listings" on the players account, which was addressed by our customer support team.

The player was asked to send in some additional documents which I know have been sent and I believe is now sorted.

One of VIP managers should already be in touch, and if there is anything please feel free to get in touch with me directly.

Thanks

C

No one has been in touch with me. There are no cc issues. I have contacted my bank directly to research such, and bank has actually increased my credit limit.

I am locked out of my account still have no access to even see whats actually going on. Again, that response from the casino simply is a lie. I have sent uncountable emails to their support with ZERO responses.

I'm having someone contact you to sort out

I shall await your response. In the mean time, should my account not be unlocked so I may see if the withdrawal request is still pending?

My account was unlocked and now I find my withdrawal was cancelled by the casino for a 2nd time. The first request on 11/4/2021 was cancelled, now this one. This is a simple stall tactic in the hopes that I'll eventually give up and gamble the winnings away. Now, I'm sure I'll be told I have to wait an additional 7-10 BUSINESS days to get my withdrawal. Thats the reasoning in cancelling the withdrawals. To make you wait AGAIN

Hi all,

Thank you for your replies.

Dear Lucky Creek Casino team,

What is the next step? Can the player make a withdrawal request now and is it possible to speed up the process?

The casino contacted me and requested I drop the complaint BEFORE I get the funds . I explained that its not going to happen until AFTER I receive the funds. Thanks again for your assistance

Dear Lucky Creek Casino team,

The complaint will get resolved when the player receives his winnings.

Just an update. Casino site says my withdrawal is "processed", whatever that means. It has been this way for 2 days. Still no deposit in my bank account. Also to note. I paid $20 for an expedited wire transfer, which should take a matter of hours, not days.

Casino has "processed" on my withdrawal. However, I paid $20 for an wire transfer and have yet to see the funds

Still no funds transferred to my account. I don't know what "processed" means if it is now a 3 day process of a wire I paid $20 for. I will not cease on my complaint on this site, or and other, until the funds are credited to my bank account

I received $610 in a wire today. Only problem it was supposed to be $630 (screenshot attached.)These people stop at nothing to screw you. For $20 they are going to force me to keep my complaint going? This is unacceptable. Players should be made aware of these deceptive practices. If the casino puts the $20 in my account, I might consider retracting my complaint. Until then, it will remain along with my posts telling of their illicit practices

the screenshot

it is most probably your bank deducting fees sir...

Our finance team paid the exact amount...

So the Casino sent a $630 wire transfer? I will have to verify with my bank BEFORE withdrawing my complaint

Just want to thank you for resolving my withdrawal issue with Lucky Creek Casino. I would like to make a $50 donation to your cause in thanks for your help.

Looks like we might have the same issue again. I've deposited around $200 since and have been lucky enough to win a little more. They are once again cutting off my chat sessions when I request a withdrawal. I contacted Cody at the VIP office. I will keep you posted

The reps on chat are now ignoring me AGAIN. One person comes on , I ask a question about my new withdrawal, no response. A new person comes on chat, same result. They pass the buck so they don't have to answer. All rollovers have been met again, and I'm getting the same treatment as before. I do have screenshots if needed. Why would I remove my original complaint when I have another one?

Hi William,

Thank you for your replies. I'm glad to hear that you received the first withdrawal even though the deducted fees were quite high. We can leave this complaint open until you receive the second withdrawal, I will just update the information about the case. How much is your new withdrawal?

Dear Lucky Creek Casino team,

Could you please update us on the status of William's second withdrawal?

Yes the fees were excessive. The new withdrawal would presently be $500. It's very obvious they are trained to stall the customer in the hopes they lose their winnings. If you need screenshots from new request,I did keep some. Seems we have a pattern here. Like I've stated,I'd like to make a $50 donation to your cause. Please tell me how I can do this. Your efforts should be rewarded. Thanks

Hello

Hoping you had a great weekend!

Im glad the withdrawal is sorted,...

I am sure the new withdrawal will be taken care of also, and let me know if there is issues going forward...

Thanks,

Colin

Dear William,

Thank you for your offer but we do not accept donations at the moment. However, you could leave an honest review on Trustpilot, we would be very grateful. Let's set the timer for 7 more days and see if you receive the second withdrawal by then.

Hey again. Supposedly the second withdrawal is being processed. Again I'm paying $$20 for an expedited wire which will take 10 business days?

This is not our side then but maybe check with your bank....

As mentioned before we pay the exact amount indicated when you withdraw and depends solely on your bank when it hits...

Sometimes it can be same day as we process.

Unfortunately I cannot help anymore on this front

Colin

Colin. My point is that a wire, even international , is a matter of hours not days

Wires always take 2 to 3 business days sir.

Anyways I'm glad it's being processed and congrats on your wins!!!!

Happy holidays

Colin

Thanks Colin. Once I receive the funds within 2 to3 days, I will contact this site and explain my issues have been resolved. Thank you sir

Hi William,

Has there been any news?

My withdrawal has been in "processed" phase for over a week and no funds have showed up in my account yet. I just don't understand what "processed" means if it takes OVER 7 business days for a wire transfer.

Dear Colin,

Could you please update us on the status of William's withdrawal?

Withdrawal was received this morning. Thanks again for your efforts.

Here wego again. I'm very lucky on this site. Although I lost $250 this week in deposits, I made $3497 in winnings today! I requested a withdrawal of $3000. We shall see how long this takes. I'm very gladi have you as a backup. Thanks again

Lets correct my deposit amount. I deposited $470 before I won today

Hi William,

Thanks for the update. I'm glad to hear that you received your withdrawal and congratulation on your win. Do you want me to close the complaint as resolved (and ask for a reopen later if there are further problems) or do you want to keep it open?

Thats fine. Thanks again. I'm now being told that my Max withdrawal is $1000

Thank you William,

I will now mark the complaint as 'resolved' in our system. 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