Lucky Creek Casino - The player's withdrawal is delayed.

I deposited and played through a ridiculous 65x playthrough.( My fault for not paying attention). I have played here a while and requested withdrawals but they took so long I always reversed them to play.

Requested a 6K payout via bitcoin on July 11th.. It sat there for a couple days and and I after I contacted them they said it was declined because I havent deposited in Bitcoin enough times. I quote " you need to depost w/ Bitcoin like 3-4 times a week to withdraw funds via Bitcoin". So I requested a 2K wire transfer. Again after 4-5 days I reached out they declined the withdrawal. Said there was a $1000 max cashout with that bonus. I asked the agent, what rule states that because I don't see it anywhere. He said I am summarizing for you and repeatedly could not give a rule number.

I told agent that was fine, give me my $1000 and I will never play here again. On 7-18-2022 I requested that payout. I still havent receved it and they are claiming they sent it via wire tranfer and I need to provide them "full bank statements" so they can research it. That obviously aint happening.

Hello schopkins71,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Lucky Creek Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and is yes, since when exactly? Can you please provide a screenshot or a link to the bonus you used? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

I honestly do not remember the bonus code....but it was something like a 300% bonus,,,

I was verified, as I have sent CC authorization, utility bills, copies of every credit card I have ever used there, and the front and back of my ID. However, I just went to go and check for the dates and it says I am unverified.

If that was they case why are they leading me to beleive they already sent the funds. I cannot attach the email but I will be happy to forward to an email)

Also, why does it say completed for the withdrawal on the statement I attached? Previously they painstakingly asked for documents one by one and did not process until I gave up. Never did it say completed

Can you please forward the above mentioned information to nikolas.b@casino.guru?

Dear schopkins71,

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

The complaint will be now closed for the above mentioned reason.

I have sent the documents to the email you provided twice. Why do I keep getting this message that my case will closed?

Dear schopkins71,

Sorry for the misunderstanding. The system automatically sends those messages when there is no new answer from the player within the complaint.

Dear schopkins71,

As we require more information from the casino now, I will forward your complaint to my colleague Branislav who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello, schopkins71,

I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Lucky Creek Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Lucky Creek Casino,

Could you please state the reason why the player's withdrawal has not been completely processed yet, and what is the estimated time frame for processing the payment? Can you please check it with the appropriate casino department and provide us with an update on the casino's side? If the casino needs any additional data to start the investigation, what other documents/data should the player send to the casino?

In case there is a problem with the player's verification, as he mentioned, what documents are needed to be sent to successfully complete the KYC?

As for the bonus and forfeited winnings - what exact bonus/bonus code was used and where can I find specific Bonus Terms and Conditions valid for this bonus, please?

Thank you in advance for providing the information.

Thank you Nick. We are approaching two months since I requested a withdrawal. I hope anyone reading this now has the knowledge to stay away from this site.

I do want to remind anyone reading this , I have deposited over 20k with this casino and never requested a cash out . This is isn’t me trying to abuse a bonus. I have been a GREAT customer for several years. It means nothing to these people

We would like to ask the 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, we will close the complaint as ‘unresolved’.

Dear schopkins71,

Unfortunately, since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more option for how you can try to resolve your issue or speed up the process - to contact the gaming authority the casino is regulated by (Antillephone N.V., Curacao) and submit a complaint directly to the regulator. It is possible to do it using their email contact, certria@gaminglicences.com. Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed.

In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru