Lucky Owl Club Casino - Player is facing repeated withdrawal delays and is dissatisfied with the customer service response.

I have been attempting to withdraw my $ since early Feb. when I request it via the automatic service I receive a pop up that say experiencing technical problem. This has bee the same answer I received via chat several times. I also have email saying the same.

It is obviously they are not paying willingly. One of my concerns is even with the payment issue I keep getting bombarded with high percentage bonues offers from them. Of course I would not give them another dime but how many players would thinking their money would come later

I have attached some of the screenshots and one email I have others if needed I feel these show a pattern of the same answer.

In closing today I talked to chat and received the same answer at some point I got pissed and went off. I refrained from using much profanity but, the reason I mention that is after calling them thieves and saying they should go to jail the attitude of chat suddenly changed when I said was going to file a complaint against them. Chat started asking me to please not do that they would personally attempt to resolve etc. I have those screenshots also but hesitate to attach I will provide but ask they not b made public. My anger and demeanor is not something I am proud of but once they took a step backward I pounced and unloaded.

Dear Outlaw1029,

Thank you for submitting your complaint. I'm sorry to hear that you had a negative experience with Lucky Owl Club Casino and I fully understand your frustration since the withdrawal issue has been ongoing for over a month now. May I ask you a few questions to ensure that I proceed with your case correctly?

1. Have you previously made any successful withdrawals from this casino?

2. Could you please confirm that you have passed the KYC verification?

3. Have you tried using a different payment method for the withdrawal?

4. Have you received any information from customer support about the possible timeframe for resolving the technical issue?

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

I would like to clarify something first. I have not had an issue with customer service they are apologetic when I make inquiries.

I think I made a small withdrawal when I first joined but do not hold me to that as I can not be 100% positive. I play a lot of sites and not positive about the KYC I know for a fact the documentation has been provided to several Rivals casino and since I have not been asked to provide assumed I had either provided them or they are on file from those. Again that has never been raised as an issue. I was told in early in this process that no other method was available.

I was initially told 24 to 48 hrs by David after than the uniform answer when asked for a time frame was " we will email you". I appreciate the quick response and will work with you to correct this. Thank you

John

Do you currently have any pending withdrawals in your account, or are all your withdrawal attempts getting immediately canceled due to technical issues?

They have all been denied when I attempt to confirm the withdrawal. It pops up technical issues and chat gives the same response when I contact them.

Thank you very much, Outlaw1029, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello there,

Thank you Outlaw1029 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Lucky Owl Club Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

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.

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,

Peter

We have reopen this complaint since the player informed us on the forum that his winnings were paid out. The player sent the following comment:

Was just paid. Checked and said approved but nothing from coinbase. I contacted chat Dave immediately responded ask for my wallet address and I had my money in less than a hr. Dave assured me this is how it would be in the future said players would receive cash outs almost instantly.

Thank you Jaro and the staff at casino guru you went above and beyond.

Dear Outlaw1029,

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