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

I was given incomplete or erroneous information by customer service regarding this transaction. The delays are unreasonable and customer service is unresponsive and unhelpful

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem delayed withdrawal. Could you please specify how many days ago was your withdrawal requested? Which payment method you have opted for?

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. 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

11/12 I was told it would be the next week. I kept being given erroneous information on the status of my documents which kept delaying the transaction. I have requested a wire transfer

Thank you for your reply. Do I understand correctly that you still didn’t receive a confirmation regarding successful account verification?

As far as I have been told my documents are all in order

I understand your frustration, however, if your documents have been approved and the account verified, we're on the right track. I will set the timer for additional 7 days and if there’s no development by Thursday next week, we will intervene. Let’s stay positive and wait for good news regarding your withdrawal. Thank you in advance for your patience.

Have there been any developments since our last conversation?

They reversed my money back into my account and then refused to let me transfer it into one of their sister casinos so it could be withdrawn.

Why you have tried to transfer your funds between the casinos? Could you please forward any relevant communication to petronela.k@casino.guru? 

Dear Miasgrandma,

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 was transferring it because Lucky Creek wouldn't put the money into my bank account. I was going to move it so it could be put into my account. I don't have "relevant communication. " when I asked about why they did this no one responded. That money was intended for an adoption party for my 3 small children. It's too late now. I had to cancel all invitations, I lost my deposit on my venue and the entertainment. I scheduled this event upon their verbal guarantees the money would be put immediately into my account

I still don’t understand why you are not able to withdraw your winnings. Could you please forward a confirmation regarding successful account verification? Thank you very much in advance.

Dear Miasgrandma,

We are extending the timer by 10 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting 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.