Lucky Owl Club Casino - Player's withdrawal is delayed.

Made a $42 deposit in order to withdraw that plus a $25 win off a no deposit bonus but have been lied to by chat and cannot get any response through email or live chat after asking for a supervisor. $67 total they owe me.

Dear 6krk7mybzk,

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

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise if your account has been fully verified?
• Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?
• When did you request a withdrawal from the casino? Is it still pending in your account?

Looking forward to hearing from you.

Best regards,

Tomas

Deposit to verify so yea. I can only sometimes reach support thru anonymous guest chat only. Email & logins ignored. 4hrs turned into 4 days

Sat 4am-4hr withdrawal times stated

They have ignored all emails & only chat when I log out and use a guest connection. They have re-re-reassured me that THIS 48hrs will be the time I get payed, meaning Tuesday but I feel that it’s just to buy some time away from my unanswered questions. We are 7days into this now and I have even asked for a refund by email, without any winnings.

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 the 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, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding. 

I have been told over & over that it will be in my wallet "soon" & "48hrs". "It’s with finance and being processed" but I wait 48hrs just to get the same "soon" & "48hrs" reply. I was never asked for KYC documents, however, I have sent them in anyway. "David" sends me promo emails that boast "instant Bitcoin withdrawals" but will not reply even tho he says to contact him with any questions. If it takes weeks/months, like you say, ok but that contradicts everything they tell me. I’m going to file a complaint with curaçao gaming since it’s been about 2weeks of dishonest trickery & gaslighting. Thanks for trying to help.

Have you received your withdrawal since your last message, please?

NO! Nothing but lies & neglect.

Thank you very much, 6krk7mybzk, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.  

So, I was told by "Stephen" (via live chat) that they [Lucky Owl Club] held a Curaçao E-Gaming license, when I asked him over a week ago. (May even have a screenshot of this) Not only has Stephen promoted himself to "Supervisor" today but I also found out that he lied about the club being licensed! I know "Olive" to be the superior live chat/banking associate and I was denied a formal complaint from CEG today upon attempt.

Just more of the same from these criminals. No wonder he was polite when I told him about my complaint. I was also offered some ridiculous offer to cancel my withdrawal and keep playing, which was almost tempting (just to feel like I have my money back) except I know not to trust anything they say at this point.

Dear 6krk7mybzk,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Lucky Owl Club Casino representative to join this conversation.

Dear Lucky Owl Club Casino,

Could you please provide more information about this case?

Thank you in advance,

Mirka

I’ve said enough, it’s their turn to do some explaining. Thanks.

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.

thank you, obviously if they refund my $42 or pay out the $67, I’ll drop my inquiry. But it should still be made known either way that they are dishonest.

Dear 6krk7mybzk,

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,

Mirka

Thank u for reopening, I have been promised payment from "Olive" once the strike is removed and even though it’s backwards, I want to get paid! She will be available in live chat in 3hrs…

We’ve rejected this complaint as per the player’s explicit request. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.