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

I have been playing with free spins and after meeting the wagering requirements, I won 59€. I then contacted the live chat to ask how I can withdraw the money and they told me to send a copy of my ID and proof of address. After submitting these documents, they mentioned that I need to deposit 25€ before I can withdraw 65€. I've been waiting for this withdrawal since that day and every day they tell me it will be processed within 24 hours, but nothing has happened. In the live chat, they also told me to send an SMS to the following number +1 510 322 8481 stating that they will pay my money, but no one is responding there. I need help, thank you.

Dear ziahkho,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please specify when exactly you submitted your withdrawal request?

What is the current status of your withdrawal request? Is it pending or has it been processed?

Do I understand correctly that you passed the full KYC verification?

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

Best regards

Veronika

On 2024-05-09 I have made a withdrawal of €65 From that day long wait to send the KYC verification is ready sent before withdraw and deposit €25 to be able to withdraw money thanks for the help 🙏 I have sent that with picture to you

SUPPORT CHAT don't answer me now anymore

Thank you for the screenshots and the information. Please keep 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.  

Dear ziahkho,

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.

I have not recieved anything

Thank you very much, ziahkho, for providing all the necessary information. I will now transfer your complaint to my colleague Jakub (jakub.m@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.

Hello ziahkho,

My name is Jakub and from now on, I will be taking care of your complaint. Meanwhile, if there are any updates regarding your complaint, please let me know.

I would like to invite Lucky Owl Club Casino’s representatives to join this discussion in order to resolve this issue.

Dear Lucky Owl Club Casino,

Could you please provide an update on the status of the player’s withdrawal request?

Best Regards,

Jakub

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.

Hello, ziahkho,

I wanted to inform you that I have already been in touch with the casino representative outside of this thread and am currently awaiting their explanation. I will update you as soon as I receive any information.

Dear ziahkho,

The casino representative informed me that there are no pending withdrawals on your account since you have already canceled the disputed withdrawal. Could you please confirm this?

Dear ziahkho,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate this case further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

Best Regards,

Kubo