Lucky Owl Club Casino - Player's winnings are not paid out.

I had played with a leftover balance of a promo after it had finished when my balance dropped below 1 dollar which was 23 cents I ended up getting pretty lucky and got it up to 50 bucks and went to cashout and they told me that my time limit to withdraw expired then told me that I needed to deposit for me to be able to withdraw then told me I had a current promo forbidding withdraws have screenshots of the convo with support and just seems they were searching for a reason to not pay out

Dear jesseraecuster,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you kindly specify the specific promotional offer that was in effect when you earned your winnings?
• Have you fulfilled the necessary bonus wagering requirements?
• Additionally, have you previously activated any other bonuses within this particular casino?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela

Dear jesseraecuster,

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.

So I had a 20 dollar no deposit welcome bonus I was playing on and had fulfilled wagering requirements and also had lost it down to less than 1 dollar canceling the bonus itself... I didn't have any other bonuses active and it was about a 2 week span in between when I played the bonus and when I won

Thank you, jesseraecuster, for the clarification. Could you please download or request your full game history from the casino and forward it to petronela.k@casino.guru?

I've asked for a full history and. Have been denied it by customer support as they sent me to my account history which only shows the last ten spins per page and there are 37 pages did u want me to screenshot them all and send em that way or what

Analyzing a player's game session through screenshots of the game history is quite inconvenient. Is there any relevant communication between you and the casino that could provide more insight into this issue?

I mean I can only get two wagers jn per screenshot but I can show you all of this info as well as my current balance of 50 dollars and I can show where it refuses to payout they don't email transcripts of the chats after you finish with support or I'd love to show some of those as they've been super misleading and rude

Thank you very much, jesseraecuster, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@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.  

Dear jesseraecuster,

Thank you very much for sharing your negative experience. We are now going to reach the casino team.

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.

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.

 

Dear jesseraecuster,

 

I apologize for the inconvenience, but we are unable to continue with the investigation as the casino team has not responded. Regrettably, the casino is not licensed and has a questionable safety index on our site. I strongly advise you to choose a licensed brand with a high safety index on our site in the future. This will help you avoid similar problems, and in the event of any issues, the chances of a successful resolution will be much higher.

 

If you have any questions or need further assistance, please let me know.

 

Best regards, Jozef

jozef.k@casino.guru