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

 My withdrawal of $300 has been pending since 09/20/2024 despite the process only needing 2 days for documents verification and payout being instant as I was told by representative. No response from customer service and financial team. I deposited money not just free bonus.

Dear kubah08,

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.

• Have you made any successful withdrawals from the casino in the past?
• Could you please confirm that you have passed the KYC verification?

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

Dear kubah08,

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.

Hey Thomas.

No prior withdrawals have been made with the casino.

One of the customer service agents on the chat has confirmed to me prior to issues with receiving my withdrawal that my account has been verified. Circa 2 or 3 days after me submitting all documents required.

Best regards

Jakub *****

Thank you very much, kubah08, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru)  who will be at your service. However, I would like to warn you that it seems to be a common practice of Lucky Owl Club Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Hi kubah08,

I've just reviewed your case and am sorry to hear about your struggles with withdrawal. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear Lucky Owl Club Casino, I'd like to invite you to join this conversation and participate in resolving the player's complaint. Could you share more information about the case? Please specify the current status of the player's withdrawal request and when they can expect it to be processed from your side.

I'm looking forward to hearing from you. If you have any supporting evidence, please send it to my email natalia.b@casino.guru

Kind regards,

Natalia

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.

Dear kubah08,

I have tried to contact the casino 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,

Natalia