Lucky Owl Club Casino - Player’s winnings haven’t been received yet.

I am not so worried about not receiving my withdrawal yet. What is wrong is that I was told the day I won 125 to submit my verification documents to this email they sent me. I chatted with customer service many times and they were always available within minutes. Now when I go onto the site and try the live chat no one will even respond. They won’t answer any questions they just have ghosted me. That is what this complaint is mostly about. If they would just tell me to wait or anything then I would understand or feel better. Like I said though I can’t get a response on live chat or emails. Nobody will respond. Before i deposited and won they were there whenever you needed them. I’ve seen countless complaints now saying the same thing. This site got high ratings on another review site and I never checked here. I wish I did. I deposited 25 dollars with no bonus attached so I didn’t have to worry about crazy rules. I would just like someone at the site to tell me what’s going on. Thank you.

Dear Bripre84,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

if you look here you can see where I went on as a guest and got a response because I asked how do i deposit. I was then asked by Grace the customer service representative what my email was. I gave her mine and instantly she left the chat. So this is very shady and suspicious. They will not speak to me at all. Anywhere. That is my problem. I know it takes a while sometimes for withdrawals but whatever is going on here is bad.

This casino just will not answer in live chat. They will not answer my emails. Again since this complaint they will not acknowledge me at all. They just ignore me and every time I go in to speak I always start with "hello, how are you today. Could someone look into what’s going on with my account and withdraw." Then there is just nothing. Ever. Other people need to know not to deposit here. I am on around 70 casinos and have never had a problem because I don’t use bonuses. These people are terrible and should be shut down. They respond when you chat as a guest. Like i showed in that screenshot. Now I’m feeling like they stole my deposit. I was lied to from the beginning and now they don’t even have the decency to respond to me. Sorry excuse for human beings they are.

The amount is 110.00 not 125.00. I figured if I did something they may respond to me. But still nothing at all. They just won’t reply at all.

Dear Bripre84,

Have you received your withdrawal from the casino yet?

No I have not received anything and they still will not respond

I replied but seen this and just want to make sure you know that I have received nothing. When I go on live chat no one will respond. I always open up with hello how are you or something along those lines. I’ve sent email after email and nothing. But like I said they are still sending me promotions via email.

this was me talking to them via chat as a guest. They are sending me promotional emails for deposits and when I asked well you see. They need to be shut down.

Thank you for your reply, Bripre84.I see how that is suspicious, hopefully, we will successfully contact the casino. Have you made any successful withdrawals before? Have you received any confirmation regarding successful verification?

Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

So this whole time the system wouldn’t let me even initiate a withdrawal. From before I even put this complaint In all the way up until last night when you tried to withdraw on their site all I would get is "withdrawal cancelled through or due to internal system error". Something along those lines. But last night I tried it again and the withdrawal actually says requested now. But still when I go to live chat I get nothing from them. They still will not respond. I don’t know if it’s a good thing that it worked or what is going on because it seems like they would say that they have the problem taken care of and will send the withdrawal soon.

I just spoke to them on live chat and they said the withdrawals are working but I needed to send my verification documents. I sent them about 10 times. While I was waiting. Now they are saying 24-48 hours for verification but that is what they told me when I first won the money. And it’s been 3 weeks. So they are just stalling or not going to pay me at all.

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I sent some emails but I can’t find the original one where they asked for my documents the first time on may 3. So it’s been that long and when they finally spoke to me they said I had to resend the documents. I did that in the beginning of the week. Monday. This week. Now they won’t respond again.

Thank you very much, Bripre84, for your cooperation. I will now transfer your complaint to my colleague Dominika (dominika.l@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Bripre84,

This is Dominika and from now on, I will be taking care of your complaint. I have reviewed your case and I would like to invite Lucky Owl Club Casino to join the conversation and participate in the resolution of this complaint.

Kind regards,

Dominika

Casino.Guru

This is the last conversation I had with them. They are the sorriest of the sorry. I had to split them up so you can see the whole conversation.

The second part of the chat. Look they said that their site is tried and true Hahaahahahahahaha I’m blown away by that statement. That’s why I asked if anyone has ever received a withdrawal. I doubt it

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.

They have finally paid me. I finally received my withdrawal after almost 2 months.

Dear Bripre84,

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,

Dominika

Casino.Guru