Lucky Crypto Casino - Player's withdrawal was delayed.

Hello,

I'm waiting for my withdrawal for 43 days for now... I ask support on livechat once or twice / week about it and they say that they will contact payment team or so to check it and I never got single e-mail about it.

Been paid twice in the past (I think delay was about 7-14 days) but now is way too long.

Dear blystor,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

Looking forward to hearing from you.

Best regards,

Tomas

Hello,

Yes I was fully verified before my first payout.

I've ever got any information about my withdrawal status other than many replies on livechat "sorry for delay, we will check it".

Thank you very much, blystor, for your reply. I apologize for not replying sooner.

Could you please explain which payment method are you using in order to withdraw your funds? Is it the same payment method as your previous successful attempts? Have you received any updates from the casino since your last message?

Hello,

I was finally paid 1 day after I opened this case so probably it helped me to get my withdrawal.

Thank You.

Hello,

I've another dispute here after got paid;/ I've redepositted once (210eur) and lost and again 212eur and here won up to 560eur in balance (with small bets max 5eur) then decided to bet on live roulette (high 432 eur bet) and this was my unlucky move because I've won it (now balance 1004e) then requested withdrawal of 750eur but immediately after that support contacted me that I can't bet over 20% of my deposit which I accepted and told them that I haven't seen this rule and I will follow the rules in the future and I'm sorry but unfortunately they have removed WHOLE winnings - not only this one hight bet winnings but also whole winnigns from the previously low bets and put only last deposit balance of 212 on my account.

I contacted them but they say that this is fair because I've bet more than 20% of bet so they had to remove all winnings, I told them that I'm sorry and accepting to remove my last bet winnings to be removed but everything before was legit from low bets and I will follow this rule in future but they are not accepting this.

This is very unfair for me - can You please help me to fight with them - as this is unacceptable that they took all winnings and not only this very one high bet winnings which is acceptable for me. I have also screens + email from them and livechat transcript if You need.

Thank You.

Thanks for the update blystor, I am glad your withdrawal was received.

I checked the casino terms and conditions and I found this: https://www.theluckycrypto.com/en/contacts/terms-and-conditions

9.8. Player is not allowed to make bets equal to or greater than 20% of the value of the deposit ( or Bonus, Cash, VIP points, Free Spins). The casino reserves the right to void all winnings and play should this term be disregarded.

Please note we consider this rule to be predatory and unfair only when it applies to the real money game. We accept a situation when such a rule is enforced when a bonus was activated on a player's account.

Could you please explain if any bonus was active on your account when you made this bet? Please let me know. I'll await your reply.

Thank You for Your reply.

I was playing without any bonuses - that's why I was very upset about this and I also agree that when playing with bonus then such a rule is acceptable.

Thank you very much, blystor, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi blystor,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Lucky Crypto Casino to the conversation to participate in the resolution of this complaint.

Hello,

Sorry for the desagrement, it was an error from an agent, a deposit bonus was activated then canceled so it was confusing for the agent.

We double checked and added back the 788 euros adjusted by the agent even before to be contacted by casino guru.

Player can already request a new withdrawal.

We apologize for the mistacke.

Best regards

Thank you Lucky Crypto Casino team for your reply.

Dear blystor,

Can we consider the issue to be resolved?

I've requested withdrawal, wondering if they will pay it anysoon if we close this;/ I'd like to ask You to wait until I'll get payment if possible. Thank you.

Sure, I will set the timer to seven days.

Hello,

So we start from the beggining... withdrawal not processed for 8 days for now.

Hi blystor,

Let's wait for another week. From our experience, most of the payments are processed within 14 days. If the money doesn't arrive by then, we will confront the casino.

okay I've been paid, thank you for your help.

Thank you blystor for the update. I'm glad to hear that you received your funds. 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