The player from Brazil had made a withdrawal request but despite multiple assurances, the casino had neither processed the payment nor provided consistent responses. The casino requested documents after 11 days although initially, they had stated that no additional information was needed. The player had been unable to reach support and was seeking help. After a series of exchanges, the issue had been resolved and the player confirmed the resolution. We had since marked the complaint as 'resolved' in our system.
Lucky Owl Club Casino - Player's BTC withdrawal delay and poor customer service.
Amount: $58
Lucky Owl Club 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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
8 months ago
Public
Public
9 months ago
Translation
I requested a withdrawal on February 2, 2024 using BTC. They promised the payment would be processed within 48 hours, but nothing happened.
I engaged with their online chat support after the timeline passed, and encountered seemingly deceptive behavior. One agent claimed there were system issues, another promised processing within 24 hours, and yet another assured me it would be sorted in 48 hours.
They all agreed on one point, that my request had been properly submitted, and there was nothing holding up my payment. But on February 13, another support agent claimed they were awaiting documents. This requirement was never previously mentioned, with all earlier communications asserting no additional information was needed. I submitted the documents and was given a 24-hour window for processing, but still, nothing happened.
I've been trying to get in touch with their online chat support for 24 hours, but no one responds.
I need assistance with this issue. I made the deposit via Bitcoins, requested withdrawal via BTC and have heard nothing. In their emails, they advertise instantaneous payments via BTC. It has been 13 days with no resolution, and I feel like a fool.
Automatic translation:
Public
Public
9 months ago
Hello Thavishowgol,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Lucky Owl Club 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?
Looking forward to your answer.
Regards,
Nick
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9 months ago
Translation
They initially stated that no documents were needed, I offered to send them and support stated that it was not necessary. Only after 10 days of lying in the chat, as they only said that they had technical errors and could not make the payment, they sent an email requesting which I responded in the same minute. They stated that they would check and make payment within 24 hours.
Unfortunately, they never responded to the chat again, being even inelegant in entering and leaving.
I used no deposit bonuses, all rules were followed at risk.
Could I correct the value of the discussion because I entered the wrong number, it is $50 dollars ($26 of my deposit).
The last effective chat response was that they would carry out the verification within 24 hours and make the payment (the 12th).
They just messed around in the chat, they just lied, they didn't meet any deadline
Automatic translation:
Public
Public
8 months ago
Dear Thavishowgol,
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,
Casino.Guru
