Lucky Nugget Casino - Player’s withdrawal was halted and account temporarily locked.

Hi.. I've been playing on luckynuggetcasino since 2020 I believe.. my address was [edited by Casino Guru] back then.. but long story short I ended up stopping playing for around 3 years.. but started again a few months ago.. I've spent well over 1000$ on there with no withdrawals or not really any wins honestly..

I won 200$ last week and got the money in my account a few days after my bank account I mean.. so I ended up playing again and won almost 5000$ but I played it down to 3500 and made the withdrawal.. so it goes into processing and I can't reverse it.. and then a couple days pass.. (the weekend) and I got on the support chat to get an update.. the lady on there told me the withdrawal has been put on hold and my personal documents need to be updated.. so I did what they required and was told now It's a waiting game.. they say possibly up to 7 business days.. so I was kind of frustrated but said okay I guess that's all I can do..

Now let me explain since I started playing again I've asked for my address to be updated to my current one and they said okay every time i asked .. but it never got done..

So back to being told I have to wait for it to be looked at and wait for an email.. I go to bed.. get up and go to work for the day.. when I got home I went to sign onto lucky nugget.. and it tells me my info is incorrect ... which doesn't make sense cause I have my passwords and stuff saved on my phone.. so I request a password reset which i tried at least 6 times.. but it don't send to my email.. so I open the live chat support and literally have to retry at least 5 times before I get through.. for them to tell me my account has been locked temporarily because of what they say were some "concerning statements".... I can't even begin to think what they're referring to? I'm always polite and respectful to the agents on live chat.. so I'm confused about what that means.. the agent then tells me my withdrawal will process like normal in 3 days and my accounts documents will be reviewed in up to 7 business days... so now I'm getting stressed out.. and I ask am I going to receive the money I won legally and by the rules.. I can't help but feel I'm being ripped off or scammed. Then the agent says he can't tell me when the money will process or if ill get it.. that my account is under review.. so more less a contradiction of his earlier statement.. and I'm being left in the dark..

Last night I read an article on here of a guy who's account was closed and suspended without receiving his winnings.. and literally everything he says they said to him is pretty much what they're saying to me?.. I'm super stressed out about this cause I was really depending on that money.. I could use a bit of help figuring everything out.. and being privy to what the alleged issue is.. 😟

Dear Bnoftall,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem.

Do I understand correctly that your account has been locked only temporarily due to unfinished verification?

Have you provided all the documents requested for verification in the correct format and on time?

When exactly did you send the last identity document? Please bear in mind that verification is an important and essential process during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures.

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

Best regards

Veronika

Hi Veronika thank you for the reply 🙂 and okay.. I've submitted my documents l

Before but I stopped playing for a while and only recently in the last few months have I started playing again.. in the last 3 months or so I've deposited over 1000$ and haven't won a thing .. every time I make a deposit I have to manually correct my address as it states I live at my old address still.. but I change it to my current address before I proceed with the deposits.. I've asked for this to be changed a few times but it was never done.. well as I said in the original complaint.. I ended up winning a nice win and now this is what's happening to me... 🙁

And I uploaded my documents a couple months ago when I started playing again.. and then I uploaded the documents they asked for while in the live chat

And also I should mention the time they mentioned has not passed.. but I haven't done anything for this to be happening? I'm always polite and respectful when i talk to them.. and I'm being left in the dark.. and honestly it's just stressful.. I just wanna know what's happening and why.. cause one minute the agent was telling me that the money will process still and then a few minutes later when I asked him or her to clarify if I'm going to receive my rightfully won money... I mean if I wasn't after spending so much and been a customer so long I would just move on.. but this is suppose to be a well trusted site and a reputable establishment... but now after reading other complaints similar to my situation I feel like I'm getting shafted out of the money I won fair and square...

They just emailed me back with this again.... saying a concerning statement has been made by me.. so their responsible gaming team has applied a self exclusion on my account.. that it will be locked for a minimum of 6 months... like wtf.. I don't even understand this.. I'm always respectful and polite.. is so not cool..

So I got that email and I decided to check the live chat again and the agent tells me my account has been put into self exclusion... because of these alleged "concerning statements"... which I'm still none the wiser on the matter.. but either way the agent told me my account will have to stay in exclusion until a minimum of 6 months and I will be notified.. but I said I want my winnings.. I won them fair and square.. so the agent tells me to upload (ID[front and back], and either a utilities bill or bank statements.. so I opted for the bank statements seeing how I have no bills in my name where I currently live.. seeing how I'm at a halfway house.. but the agent said that as long as I send my ID front and back and my bank statements that will be perfect... so I uploaded sverything they asked for in the formats they requested like pdf for the statements and clear good quality pics of my I.d which like I said I completed right away... the agent told me to be patient a little bit longer cause they need 24 hrs to receive and review then from 2-3 business days to receive the money.. but part of me still feels as if they will claim some other bogus accusation...

So I checked the live chat again and spoke with an agent.. but let me start from yesterday when I spoke to them.. it was about 48 hours after they told me it would be about 24 hours till they finished reviewing the updated documents I uploaded while in the chat with them.. which I've stated above .. anyways I got on the support chat after more than twice the amount of time they advised me it would take.. and after getting the agent up to date with everything.. she or he I can't remember but either way they told me that my account is banned for a minimum of 6 months.. and to not make any other accounts because this isn't a permanent ban it's just a temporary one... which is just as well either way.. I can't play and I can't seem to get a straight awnser out of them as to WHY this is happening.. they keep telling me that its cause of the "Concerning Statements" that I allegedly made... the only thing I can think of in that regard is when I told them I'm depending on that money.. which I even elaborated on by explaining that I need it for everything... groceries Rent

Utilities Bills... gas money to get from and to work.. 3500$ isn't A LOT of money but it's definitely a relevant amount of cash.. so I really hope I don't get ripped off and they're actually after putting it into the withdrawal process like they told me... this is the end of the second day since they told me it was put into withdrawal status... I mean ide take that as the truth only for the fact that they're after blatantly lying to my face

So.. now they're back to saying my account was blocked due to concerning statements made.. I finally have been informed as to what said "concerning statements" were exactly... so.. when I got on to inquire about the 10 daily free spins on the mega

So... after all of this run around and back and forth.. after telling me that my withdrawal is processing again.. and I should receive it in 3 business days ... I get on and inquire again after 3 days has passed and I don't receive an email saying anything in regards to well ... ANY thing.. I got on the chat again.. only this time now after being told the money is again.. released to be withdrawn.. they completely change their story again... so now apparently my account is blocked because of the statements I allegedly made for 6 months minimum.. which is a unwarranted action seeing how the statement I made was along the lines of "I'm after depositing well over 1000$ in the past 2 or 3 months.. I've been a player on lucky since 2020.. or longer... that I finally win over 2000$ (3500$) and all of a sudden my account don't work.. my withdrawal is held.. because I said I'm depending on this money.. I have expenses I have to take care of... I work every single day.. 10 hours a day.. she asked why I was depending on it and I told her I have bills I'm behind on and everyday expenses.. it will help out majorly with EVERYTHING then she said more less I'm behind on bills because i have a gambling addiction which even if I did they would have zero way of even knowing something like that... for #1 I work every single day.. I work over 130 hours every 2 weeks.. I make nearly 25$ an hour.. and I also do lawn care and interior and exterior painting... so I'm definitely not rubbing nickles so to speak..I have Zero drug habits besides cigarettes (nicotine) and I smoke shatter/distillate (tetrahydrocannibidiol[THC])

And for #2- I'm behind on bills and a lot of other stuff not because of ANY kind of addiction.. I'm behind on payments because I was locked up in prison the last 3 years.. it has nothing to do with gambling... but it's funny how this is all of a sudden what's happening after I "win" a big amount... this is starting to drive me up the wall..

Dear Bnoftall, thank you for your responses. The casino may decide to exclude a player from gambling if there are some relevant concerns from their side. It would be helpful if you forwarded the communication between you and the casino to my email address, which is veronika.l@casino.guru.

Could you please confirm if the casino accepted and verified your identity documents?

Do I understand correctly that the casino approved and processed your withdrawal request? If so, when exactly? Please bear in mind that usually, we recommend players wait 14 days for the winnings to appear in their bank account.

Dear Bnoftall,

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.

I think It's dealt with they weren't gettingmy emails

But I'm not getting the emails that they allegedly have sent me either.. also I've been constantly given the run around by their agents being told completely different things.. so I won't be surprised if they give me some new excuse..

Dear Bnoftall,

have there been any updates in the communication between you and the casino? Has your withdrawal been approved already? Please let me know.

This whole ordeal has been a nightmare... but yes I finally got it figured out.. to my knowledge and understanding I believe there has been some sort of technical glitch where neither of us me or the casino has been receiving each other's emails .. but out of all their support chat agents one In particular ChadA actually took the time and put in the effort to figure out the issue .. I'm still not getting emails but they say the withdrawal has been approved and should be paid today to interac then to me within 24-48 hours

Thank you for letting me know. Could you please confirm if you received your withdrawal?

Dear Bnoftall,

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.

Yes I reviewed the money

Dear Bnoftall,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Veronika

Casino.Guru