The player's struggles to withdraw his balance due ongoing verification.
Lucky Draw Casino - The player's struggles to withdraw his balance.
Black points: 250
Amount: €500
Lucky Draw Casino
Safety Index:LowSafety Index
Casinos with a Low Safety Index usually have plenty of relevant complaints from players or other relevant issues. In general, we don't recommend playing casinos with a Low Safety Index.
Unresolved
Our verdict
Insufficient evidence from casino
UNRESOLVED
Case summary
1 year ago
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2 years ago
Translation
Hello,
I've been trying to withdraw my 500 euros for some time. I have already paid out 1000 euros and was also fully verified. But now my last 500 euros are being permanently canceled and I'm being sent through newly invented verifications again and again.
So I create a payout, it ALWAYS takes 5 working days, then it is canceled and I am supposed to verify myself again, which I have already done almost 10 times. They have switched off live support in the meantime and I am not receiving anything by email.
Now I've fully verified myself again, but I still can't pay out because I'm supposed to verify myself even though everything is green and since support is no longer available, I can't write to him either.
Automatic translation:
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2 years ago
Hello DerKoenig,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Lucky Draw Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
What kind of new verification is it required, can you please specify?
Looking forward to your answer.
Regards,
Nick
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2 years ago
Translation
Hello,
my account has been fully verified for almost 2 months. With every payout I have to verify myself again and again. Which doesn't make any sense. The winnings were real money.
The casino replied last week that I was fully verified again and now I'm waiting for my payout again which should be next Monday/Tuesday. If I don't have to verify myself again......
The site has deactivated the live chat and you can only contact them by email.
I got in touch there, but my question was not answered directly, only my verification was confirmed.
I have to verify my person ( ID ) every time. But they always come up with something else. Already had to take pictures with ID of me or just ID or just me as a person... very weird
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2 years ago
Translation
Hi,
now my payout has been canceled again even though i was fully verified again. Also, I didn't even get my 500 euros back. These simply disappeared and I did not receive any email or other information. The 500 euros also come from the total sum of 1500 euros where I have already paid out 1000 euros. So I can't have violated Terms either. Very dubious and strange what is happening here.
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2 years ago
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I just got a reply via email.
Supposedly I broke the terms and did bonus abuse, although as written above it's still the money I've been wanting to withdraw for ages.... So that makes absolutely no sense. I have also always made sure that I only make the new payment after it has been rejected and only then deposit again with a bonus. ... The casino tries again not to pay out money. Do not know why
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2 years ago
Dear DerKoenig,
Can you please clarify what bonus did you use? Did the casino specify which exact term did you breach? Also, are you able to access your betting history and forward it to nikolas.b@casino.guru please?
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2 years ago
Translation
That was all from my first deposit bonus.
Then I used the other deposit bonuses of the site after that. So how are you supposed to do bonus abusing? Makes absolutely no sense.
Only things that can be violated were listed and it was then said that I had violated something and that is why my winnings are invalid. As I said, it makes no sense because part of the sum has already been paid out.....
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2 years ago
Dear DerKoenig,
In the e-mail mentioned above - did the casino mention which term did you breach? Can you forward that e-mail to nikolas.b@casino.guru please?
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2 years ago
Translation
Hi, yes you mentioned. I forwarded the email.
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2 years ago
Dear DerKoenig,
Thank you for the e-mail. Are you also able to forward the betting history and the history of deposits/bonus claims?
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2 years ago
Translation
Hello, unfortunately that won't work. I had requested it by email, but the casino refuses and points out that I can look at it myself in my profile...
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2 years ago
Dear DerKoenig,
We will definitely require more information so your complaint will be now forwarded to my colleague Matej who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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2 years ago
Translation
Hello,
what more information? The case is clear.
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2 years ago
Hello DerKoenig.
I am sorry to hear about your troubles.
I would like to invite the casino representative into the case:
Could you please explain what happened?
Why must DerKoenig pass the verification again and again?
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2 years ago
Translation
Hello Matej,
that's the least of the problems...
My problem is that my payout from my first win hasn't been paid out for months and was canceled again and again and then finally stamped as a bonus fraud although it was still the profit from the beginning where a part was already paid out.... That So it makes absolutely no sense that my winnings were cancelled
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2 years ago
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’.
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2 years ago
Hello DerKoenig.
I was able to contact the casino representative via Skype. The casino representative promised to answer this complaint shortly.
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2 years ago
I am sorry DerKoenig, that it takes so long.
I messaged the casino's representative on Skype again, and if he does not reply to your complaint in 24h, I will be forced to close this complaint as unresolved.
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2 years ago
I am sorry DerKoenig. We tried to do our maximum, but the casino was non-responsive. Usually, I recommend contacting the licensing authority in this situation; however, this casino has no license. The only thing we can do is to close this complaint as unresolved. It has a negative impact on the casino's rating.
I am sorry that we were unable to help you more.
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2 years ago
We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.
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2 years ago
Dear DerKoenig.
The casino contacted me and explain that in this case, you breached rule 2.5.7
Specifically:
claiming free bonuses that exceed a 3:1 bonus to deposit ratio (free bonuses include but are not limited to Free Spins, Calendar bonuses, Scratch Card bonuses, Tournament prizes, Race prizes, Mailer bonuses, Goodwill bonuses awarded by account managers, etc.)
You claimed 11 bonuses and only made three deposits, thus exceeding the ratio.
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2 years ago
Translation
Hello,
But as I said, that has absolutely nothing to do with my canceled payment. That's still 500 euros from the first profit that hasn't been paid out in ages and has always been canceled without a reason and I've been pushed into permanent verification.
They should just pay my remaining 500 euros and that's it
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2 years ago
Dear casino representative, could you please check the game logs and explain what happened with mentioned €500?
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1 year ago
Translation
Can I contact the casino representative myself? It might be faster and easier
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1 year ago
I am sorry, but this might be possible only with a confirmation from the casino representative.
We do not share any information from the casino side, only with their permission.
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1 year ago
I asked the casino via email to respond on the complaint. It was a casino who reopen the complaint so I hope we get a response in next 7 days.
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1 year ago
Dear DerKoenig.
I am sorry, but this case takes too much time, and the casino representative is non-responsive. (I don't know why)
If you agree, I would like to close the complaint as unresolved, and when the complaint negatively impacts the casino's rating, maybe the casino representative will be more talkative.
