Lucky Owl Club Casino - Player's withdrawal request is being automatically canceled by casino.

I have made a total of $835 in deposits at this casino, Lucky owl casino. My last deposit was $125 which I used along with a bonus of 200%. I satisfied the casinos terms and my winnings are $1000. However, when I request a withdrawal, the system automatically cancels my request. When I reach out to customer service, they tell me that the system is down for maintenance. However, I am finding out online that there are many other players experiencing the same problem with this casino since March 13. I would like for someone to investigate this ASAP before I dispute with my bank all of the charges I have made with this Casino, if their intentions are to never pay their customers. I am very experienced in online casinos and I know how things work. What's fair is fair. We all win some and lose some. So they either pay me my winnings of $1000 or I will be disputing the $835 I have spent on this casino with my bank. Thank you for investigating. Carlos

Dear calbert100576,

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

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

• Could you please advise if you have been informed about any alternative method to withdraw your winnings?
• Was your account verified successfully in the past?

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

Hello, thank you very much for your quick response. I will be very happy to answer any questions. I do not recall going through a verification process, however, I did ask customer service if this was the issue, and they have told me that it is not me, but rather their withdrawal system is undergoing maintenance. They do accept various forms of payments. I have used my debit card to make these deposit transactions. However, there is only one payment method from them to me, which is bitcoin. I have accepted payment in the past by other casinos in the form of bitcoin, so this is not an issue for me.

Update: one of the Casino team members just reached out to me and told me to try withdrawing now, and I was able to successfully withdraw. I will give you an update once my funds have made it to my account. So please just put this on hold for now. Thank you and my apologies if I jumped the gun on this.

Hi calbert100576,

No problem at all. Please keep me informed about any further developments.

Thank you.

I would like to apologize for getting ahead of myself before, but this Casino has been able to prove to me it's trustworthiness as they have paid me my winnings today. So I am very happy that I can add this Casino to my list of great casinos to pass my time safely. Please close this ticket and give this Casino an excellent rating on my behalf.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, calbert100576, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru