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

Deposited around $200 total in amounts of between $25 and $50 and played all deposits with no bonuses attached till balance reached 0 made a final deposit of $25 and finally had some luck and exited game and requested withdrawal of $1400 account was previously verified and also supplied additional documentation logged off returned to casino a week later to check on progress of withdrawal and was unable to log on saying account has been disabled contact live chat or email live chat is a joke as you can't access unless logged on so I sent several emails requesting explanation no reply they only response was a reply email that was blank

Hello Spinthing,

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 if your account is already verified and is yes, since when exactly? 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?

Looking forward to your answer.

Regards,

Nick

Hi Nick

Still cannot get a reply asking for explanation and still get account disabled when attempting to login.

Account was verified previously won $500 uploaded documents and received verification after a week I received email which informed me that withdrawal had been denied and returned to account reason being proof of account ownership document needed for bank wire transfer and after another attempt following week denied again more documents needed this time credit card voucher so did everything required lost all previous winnings then deposited on Monday 21 November when balance was 0 and removed deposit bonus before placing any bets and I did ask if australian players were accepted and able to withdraw from casino in live chat and email and both replied that is correct

Thank you Spinthing for all the information provided. I will now forward your complaint to my colleague Adam (adam.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Spinthing,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Lucky Draw Casino to join the conversation and participate in the resolution of this complaint.

Dear Lucky Draw Casino,

Can you please clarify the reason for the player's account having been blocked?

Kind regards,

Adam

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’ which may negatively affect its rating.

Dear Spinthing,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I am sorry we could not be of more help on this occasion.

Best regards,

Adam