Lucky Owl Club Casino - Customer service unresponsive to player's winnings claim.

I won 1250, which included my 50 dollar deposit, and several deposits prior to that one, and all of the sudden now that I've won, there is no more customer service, when they would be there instantly precariously. Please help, im going to lose my house, I considered that money already in the bank basically

Dear ambivalence88,

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

• Do I understand correctly that your payment is still pending inside the account without being processed?
• Could you please specify how many days ago was your withdrawal requested?
• Was your account successfully verified already?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Licensely hoped so I hope that's the case. My concern is that they were so responsive previously, seconds even and now there's no response at all... and it won't even allow me to withdraw, it just says external error

I have attached the

tipu lations regarding the promotion used and all requirements were met, an agent confirmed this over chat, and said I should able to withdrawl. When I attempted to do so the agent said the system must be having an issue and she would inform IT. Responses to chat were nearly instant prior to this "WIN". Now it's been days and nothing. Below is the contract promotion:

Any updates on this?

Hi ambivalence88,

• Could you please advise if you activated any bonus when placing your last deposit?
• Was your account successfully verified already?

Thank you.

Hello, yes, i did activate a bonus and I posted the rules associated I my previous response - max withdrawal was 1000 no rules/ no wager req, and all stipulations were met. I do not have a withdrawal pending as of yet because it will not allow me to withdraw due to a error they say is in their system. I have seen similar complaints posted about them resolved by you. The error is "payout canceled due to external exception", threre is no pending withdraw, they are having technical isues is what I was told several days ago, and no responses anymore. I believe I have sent all verifying documents - but uncertain they have not told me anything other than they are having tech issues. Where and what documents do I need to submit them again, just in case.

Thank you very much, ambivalence88, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Lucky Owl Club Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep on trying.

There is no legal recourse?

Hello ambivalence88,

I'm Michal, and I have taken over your complaint. I have reviewed your case and just so you know, Lucky Owl Club Casino was not very cooperative with us in our attempts to mediate any kind of issue. However, I will still try to contact the casino to shed more light on the matter.

We would like to invite Lucky Owl Club Casino to join the conversation.

To Lucky Owl Club Casino,

Could you please furnish additional details about the technical issue hindering the player's withdrawal submission? When can we expect a resolution, or alternatively, what alternative payment methods do you have available that can be used to process the payment to the player?

Dear ambivalence88,

I have not yet received a response from Lucky Owl Club Casino, but I will continue to reach out to them. Unfortunately, since the casino doesn't hold a valid license and doesn't use any Alternative Dispute Resolution (ADR) services, there is no gaming authority we can approach, leaving us with limited options. However, I remain hopeful that the casino team will eventually respond, and we can resolve your issue.

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.

In addition I will file complaints with IC3 for the FBI to help with the investigation into cybercrimes involved and the BBB without response within that 7 day window.

Dear ambivalence88,

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 can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal

Casino Guru