Lucky Red Casino - Player's account has been delayed from payouts.

Lucky Red Casino and their group of casinos built trust with me over a few months starting in May 2024, allowing me to deposit and withdraw large amounts.

However, when my combined balance across the group reached around $16,000, they stopped paying me, citing ridiculous reasons. Of that total, $8,920 was in my Lucky Red account.

My account had been verified after I sent them my documents, completed face verification, and participated in a phone call since May 30, 2024.

In May, I became a VIP at the Club World group, and they promised many perks: "When you're a VIP, you can expect much more than usual—special offers, daily bonuses, exclusive tips, the whole nine yards. You’ll have a personal host to take care of you one-on-one."

They sent me numerous deposit bonuses, and I managed to cash out a few times from the group, including Lucky Red. I made withdrawals of $1,200, $2,154, and $3,927 from Lucky Red, all of which were paid promptly without any issue.

After many deposits, my balance across their casinos accumulated to around $16,000, with $8,920 specifically at Lucky Red. Suddenly, they stopped paying me. I now view this as a scam designed to steal the funds after building trust with repeated deposits.

On July 30, 2024, they sent me the following email:

"Hello Paul,

Hope you are well.

Upon further review of your accounts across our group, our security team has requested additional documents to confirm your source of funds.

Please upload the following documents:

A bank statement for the last three months

Screenshots of your crypto wallet showing deposits from the last week"

I provided the bank statements and screenshots they requested, though they gave me a hard time about the volume of transactions. They weren’t satisfied with just two months of transactions and required more—ultimately, I had to send them over 9 pages of statements spanning a few months.

Even though my account had already been verified, I knew this was a tactic to delay or avoid payment. They eventually approved the extra documents I submitted and told me for the second time that my account was fully verified.

Here are some examples of the difficulties they put me through:

"Thank you for providing a screenshot of your Bitcoin wallet. This has been accepted. However, to proceed and process withdrawals, our security team requires a copy of three months of bank statements."

"I see you provided April–May 2024, but please also upload March–April 2024 and June–July 2024."

"The security team reviewed your statements, but since they only received the front page, they cannot accept them. They require a copy of your entire statement to confirm the source of funds."

After sending them multiple pages, they finally approved the source of funds request on August 7, 2024:

"Lucky Red Cashier Team

Wed, Aug 7, 2:46 AM

Hi Paul,

I hope you are well.

Thank you for informing us of your new address. I have approved your documents and updated your address across all our casinos. Your account is now fully verified and up to date. Best of luck in the casino!"

Despite verifying my account for a second time, they still didn’t process any of my winnings. Then they introduced a new excuse:

"Hello Paul,

Thank you for getting back to us.

Our compliance team has reviewed your statements and cannot find any records showing transactions to and from a crypto exchange. We need a statement showing such transactions."

I explained that I don't link my crypto wallet to my bank account and cannot provide what they’re asking for. However, they kept insisting I provide proof of how I buy and sell crypto:

"Hello Paul,

Hope you're well.

I contacted our compliance team and explained what you said about not using your bank account to deposit into your crypto wallet. They need to know how you are buying and selling cryptocurrency and require proof of this."

I responded by explaining that I don’t trade crypto. My Bitcoin was kept in multiple wallets, and the source of my Bitcoin was a cash trade with a friend years ago.

"Dear Peter,

As I mentioned earlier, I am not buying and selling cryptocurrencies. I do not trade crypto. It seems like you're stalling my withdrawal. I find it amusing that when I deposited and lost money at your casino, there were no questions regarding my crypto deposits. But now that I’ve won, you're suddenly concerned. I have provided everything you've asked for."

Despite this, the conversation dragged on, with them continuously demanding proof that I simply don’t have. It’s obvious to me that they’re just trying to avoid paying out my winnings.

Lucky Red Casino is licensed by the government of Curacao, and their license operator doesn’t require casinos to ask for the source of funds. It’s clear to me that this is a case of building trust and, after significant deposits and winnings, attempting to steal the funds.

Dear Pinner87,

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

Please understand that KYC is an essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments can complete the verification procedures. None of the serious and licensed casinos take KYC lightly.

• Do I understand correctly that while you were able to explain your source of funds satisfactorily, your connection to your crypto wallet wasn't able to be proven?
• Could you please explain how you funded your crypto wallet to your knowledge?

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,

Tomas

I own Bitcoin, and for better security, it is distributed across multiple wallets. I use my Bitcoin primarily for deposits and withdrawals at casinos. The source of my first Bitcoin came from a trade I did years ago, exchanging cash for crypto with a friend. Unfortunately, I don't have any way to prove this, and I have never linked my crypto wallets to my bank. Casinos that accept crypto should understand that, in many cases, cryptocurrency is not connected to any bank. Years ago, transferring money from a bank to a crypto wallet wasn’t even an option. What they did to me has nothing to do with KYC. My account was verified months ago, and I have made multiple deposits and withdrawals since then. My account has been fully verified for months. Even when they recently asked for new documents, they approved them and confirmed that my account is fully verified for the second time. This has nothing to do with KYC. Their insistence on asking the customer for things they do not have is unrelated to KYC.

I was able to send them multiple pages of my bank statement, as that is what they requested at the time.

Could you please advise how much you deposited overall to the casino approximately?

Have you tried to explain the source of your crypto wallet balance to the casino earlier? With what result?

Yes, I explained to them several times that I can send anything I have, but I can't send what I don't have. I told them I don’t trade crypto and that my Bitcoin wallets are quite old. Back then, I traded cash for Bitcoin with a friend. However, they insist they won’t pay until I show them my Bitcoin trades. Regarding the amount I deposited, I believe it’s around $15,000.

Thank you very much, Pinner87, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi Pinner87,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Lucky Red Casino to the conversation to participate in the resolution of this complaint.

I did some research online and found that other people who experienced the same problem as I did mentioned that winnings from other casinos are considered a source of funds. I believe I can provide this information if the casino thinks it will help. I can also send it to Casino Guru if needed

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.

Hi All,

Apologies for the delay in responding. We have picked this up internally and are looking in to this for you.

We will aim to get back to you asap with a response.

Best Regards,

Lucky Red Casino Team

Dear Pinner87,

I'm discussing the issue with the casino on Skype. Let me ask you a question. When did you buy the crypto you used for the deposit? Do you have any tax form to confirm that you own crypto?

I purchased my cryptocurrency in 2022 by exchanging cash with a friend at a Bitcoin Embassy location. Regarding taxes, I consulted my tax attorney, who advised me that simply holding Bitcoin in a wallet or on the blockchain without converting it to cash does not create a taxable event.

And as I explained, I don't trade crypto; I just keep it in a couple of wallets for security reasons.

Thank you Pinner87 for your reply.

We are waiting for the casino's final decision. We believe you should get paid in full. The casino may close your account afterwards should they decide to do so.

Hello Pinner87,

We would like to update you that due to Peter, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Peter has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Peter will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you

Hello Pinner87,

Sorry for the delay, I'm still awaiting the casino's final decision. We should receive it very soon.

Good Afternoon,

Firstly, thank you to all parties for you patience in this matter.

We will be reaching out to the player in the next 24-48 hours to request any information they are able to provide relating to these funds, they had previously stated they have proof that they had used winnings from other casino's etc. and we can then take it from there to resolve the issue.

Hopefully we can provide an update in the coming days.

Best Regards,

The Lucky Red Casino Team

Thank you Lucky Red Casino Team for the update.

Dear Pinner87,

Please keep me updated on the progress.

Thank you

Dear Pinner87,

Has there been any news?

Yes, Thank you. I am waiting for the casino to respond regarding additional information they requested about the source of funds from third parties.

Dear Pinner87,

Has there been any progress since your last message?

Unfortunately, no. I received this email 9 days ago, on the 25th of November:

"Good Morning Paul,

Thank you for sending the requested documentation.

I have forwarded this information to our compliance team for their review. Once I receive an update from them, I will reach out to you directly via email.

If you need anything else in the meantime, please feel free to contact me.

Kind regards,

Rebecca"

I haven’t heard from them since then.

Good news! They’ve confirmed that they will pay. I’ll provide an update once I’ve been paid in full.

Thank you Pinner87 for the update. I will get back to you in a couple of days.

Hi Pinner87,

Have you received your funds?

I have received part of the payment. They paid $5,000 at Lucky Red, but I asked them about the rest of the money they owe, around $7,000 in Buzzluck and more. So far, they have replied that they will process it as soon as possible. I am unable to cash out myself because the accounts are either closed or a message in the cashier prevents me from withdrawing. Therefore, I need their help by providing them with my crypto address so they can withdraw the funds. I am still waiting for over $10,000 that has not been paid yet

An update: I see they have requested another $3,800 from Lucky Red Casino

Hello,

Just a quick update on the back of this. 

We would like to confirm that we're working on the remaining balances. 

Once all withdrawals have been successfully completed, we have made the decision to close the accounts across our group. 

Thank you

I didn't do anything wrong, but if you don't want my business, that's your decision. I trusted your brand with large deposits, took risks, lost a lot, and won as well. I haven't done anything wrong that would justify the closure of my accounts.

Thank you Lucky Red Casino Team for the update. We acknowledge and respect your decision to close the player's accounts.

Dear Pinner87,

Please let me know when you receive the rest of your funds.