Lucky Draw Casino - Player struggles to withdraw her winnings.

hi good day

trust you are well. I have made the following withdrawal process of R2800 according to me and trading through the terms and conditions I could do an withdrawal,

I made a deposit precious to my winnings with my free spins I have wagered the requirements on it. My documents were sent and approved for verification.

after do an withdrawal to which I could and was only allowed to withdraw using two options it's was Bitcoin,ecopay,and neller..... After my 5 waiting period of 5 working business days they come back saying that my withdrawal prices has been rejected due to the fact that another deposit on my side has to be made of R350.

I asked what happened to my withdrawal amount will my account be credited again with the same rand value, im still awaiting there response.

I'm so furious right now, as per my mails back and fourth I was open enough to ask

what is the process after the withdrawal request so I could gain a better understanding of how they do things in there side, I leased well enough to make this withdraw a pleasant and successful one and was very co-operative..

.

please see below a copy of the final email they sent.

We hope this email finds you well.Please note that your payout request has been declined due to the fact that, as per our Withdrawal Guidelines, "You can cash out winnings from free bonus money if you have at least a minimum deposit of 350 ZAR made in the last 5 days before placing the payout request."There is no deposit registered on your account during the past 5 days, therefore, your current winnings are not redeemable.Please feel free to make another deposit at your earliest convenience and then resubmit your withdrawal request in the system.Thank you for your understanding in the matter. If you need any help please do not hesitate to contact us, we will gladly assist you.Regards,

LuckyDraw Support Team

Dear waydie786,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the Help Section, and this is what I found (here):

"Can I withdraw without making a deposit?

In order to withdraw winnings originating from free chips, you must have made a deposit within five (5) days of the withdrawal being processed.

Once the withdrawal from a free bonus is approved, the remaining balance from the winnings corresponding to the free bonus in question will be voided."

Please understand, that it is not unusual for casinos, to put restrictions on the bonus play and bonus winnings withdrawals (restricted games, game providers, maximum bet etc.) Do I understand correctly that you have placed a deposit already? Could you please specify the exact dates when you have placed a deposit and when you requested a withdrawal?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

hi Petronella

thank you for your reply, I have logged in to my y account and checked my balance I do see that my credits were deposited back onto my account.

thank you in so before I do make another withdrawal I will def be first check if I qualify.

thank you in so much have a good day thank you so much

Thank you, waydie786, for your reply. Do I understand correctly that your problem has been resolved successfully in the meantime? Do I have your permission to close this complaint as resolved or is there anything else we could try to help you with? Looking forward to hearing from you. 

Dear waydie786,

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.

Even if we assumed that the issue has been resolved, without a confirmation from the player, we were forced to reject this complaint.

The player can reopen this complaint anytime.