Lucky Owl Club Casino - Player’s withdrawal request keeps being denied.

they keep refusing to allow my payout request I’ve contacted multiple times spreading a month,they keep telling me the financial department will get a hold but they never do

Dear scottgunter64,

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

• Do I understand correctly that the withdrawal is still pending inside your account without being processed?
• Have you been advised why you can’t withdraw your winnings?
• Was your account successfully verified already?
• Were your winnings accumulated with or without an active bonus?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but one month is an unusually long time.

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

Best regards,

Petronela

Dear scottgunter64,

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.

Yes my account has been verified and everything I was told I’d be gotten a hold of by financial support which has never gotten a hold of me. I was told I’d get my payout the following week which all I’ve gotten ever since is the run around

Hi scottgunter64,

• Were your winnings accumulated with or without an active bonus?

Thank you.

There was a bonus yes on the first withdrawal just no max cash out limit the second payout request was a free spin bonus y’all gave me

Yes there was a bonus but it was a no max cash out on the bonus I have all my emails I’ve sent to y’all with my id and my verifications plus plenty of y’all’s customer support screenshots of them saying the same thing about the financial department getting a hold of me and them not I started this the beginning of November to get my payouts

The payout amount has already had the bonus amount removed from total

Thank you very much, scottgunter64, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.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.  

Thank you very much

Hello scottgunter64,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Lucky Owl Club Casino representative to join this conversation and participate in resolving this complaint.

Dear Lucky Owl Club Casino,

Could you state why the player's withdrawal has not yet been processed and when he can expect the payment?

Thank you in advance for providing the information.

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,

Stefan, Casino.Guru