Lucky Owl Club Casino - Player struggles with withdrawal due to technical glitch.

Hello,I’m having a withdrawal problem with Luckyowlclub Casino.I can provide screenshots of having met all the needed bonus criteria but the just say ‘there is a technical glitch at the moment,cannot withdraw"

This has gone on for over two weeks now and I’m at a loss literally! Please help ASAP!

Dear Adam111,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

• Could you please advise if your account has been fully verified? 
• Is it an internal casino system issue, or it’s related to your account only? 
• Were your winnings accumulated with or without an active bonus? 

Please understand, that without verifying your account, you won’t be entitled to any withdrawals. 

However, I believe we will be able to help you resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards, 

Petronela

Hi Petronela,thanks for reply! Yes my account has been verified as I wanted to withdraw recently but was offered another bonus so I accepted.

Im unsure if it’s just my account but from what they have said it’s an ‘technical issue that our team is currently working on,please be patient and we will email you once this is fixed’ and this has been their excuse since I’ve been trying to withdraw after completing their wager requirements for bonus.

Yes.these winnings were accumulated during a bonus.I was given all up $750 worth of bonus but had to wager $45,000 before able to withdraw.Hope this helps.Thanks again.Adam

Hey guys,I’m going to attach basically everything I have coz at this point it’s a stalemate and I need urgent help as I’ve got bills that I intended to spend this on still outstanding.Thanks again

Adam

Hi Adam111,

• Could you please clarify which exact bonus did you use to accumulate your winnings?
• Ideally, please forward a screenshot of your bonus history to petronela.k@casino.guru or upload it here when replying.
• Also, please forward any relevant communication that could shed some more light on this issue.

Thank you.

Hey,of course I can do that.I’ve tried a few emails also but not one reply.When using their live chat as contact point all I get is excuses and what I think are lies.I’ve also re-verified my ID documents for the withdrawal and not a single word back.Please find included a file of screenshots that will include the needed information.Thanks

I’ve sent an email with numerous screenshots for your assessment.Many thanks. Adam

Thank you very much, Adam111, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. 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 some unresolved complaints marked "No Reaction Policy" we keep on trying.

Ok thanks.So in all honesty there’s very little hope in receiving my winnings?

I’m is there any regulatory body I can contact or these Casinos are basically untouchable for people like myself? The reason I ask is that they need to be responsible for their deceptive practices and held accountable like any other company

Hello Adam111,

I'm Michal, and I have taken over your complaint. I have reviewed your case, but as my colleague Petronela mentioned, Lucky Owl Club Casino has so far ignored us in our attempts to mediate any kind of issue. However, I will still try to contact the casino to shed more light on the matter.

We would like to invite Lucky Owl Club Casino to join the conversation.

Dear Lucky Owl Club Casino,

Can you please provide more information regarding the technical glitch that prevents the player from receiving their winnings? When will this be fixed, or what other payment methods can you offer that are guaranteed to work?

Hey mate,yes please by all means! That would be good I think.I appreciate your help.

yours,

Adam Simmons

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 Adam111,

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,

Michal

Casino Guru