Lucky Owl Club Casino - Player's withdrawal is delayed due to system problems.

I was told that if I deposited my money I would be able to withdraw once I did the requirements for the bonus.

I have now been informed for the past 24 hours that I can’t due to system problems.

was told to wait an hour then went to a couple of hours then now it’s we don’t know when.

Dear Juzzy92,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Lucky Owl Club Casino.

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

• Could you please advise if this was your first deposit in the casino?
• Were your winnings accumulated with the use of a no-deposit free bonus?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

This was my second deposit. When I asked about withdrawals they informed me it would be instant.

no emails or anything to say anything about it being down.

I actually spoke to the supervisor on Sunday and he told me to ring him back Monday which has gone and if the system isn’t working he was going to do a manual payment for me but then not a single word from them since.

the leave the live support as soon as I give them my username

Thank you very much, Juzzy92, for providing the necessary information. 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 Juzzy92,

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.

Dear Lucky Owl Club Casino, could you please provide an update on the issue causing the delay with the withdrawal for the player?

Best wishes,

Dominika

Casino.Guru

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,

Dominika

Casino.Guru