Lucky Tiger Casino - Player hasn't received winnings.

Despite my continued correspondence and their reassurance that they have paid me the $120 I won through a $20 no-deposit bonus, funds have not reached my account. This has been going on since 20th November 2021. They took 2 weeks to actually process the payment to start with, then it was not received. I complained to them and they then offered me a Bitcoin payment instead - to which I declined as I don't use Bitcoin. They then assured me that they had re-sent the payment. Again, not received. So I asked them to provide me with evidence that they had actually paid me. They did not. I emailed them AGAIN to confirm my account details. They then sent an email confirming my account details and assured me payment had been sent about 5 days ago. Payment remains unaccounted for.

I have never dealt with a casino that takes an entire MONTH to payout their clients. This is completely unacceptable. I should not have to constantly email and harass them to pay out such a small amount, especially after it has been confirmed that I have met all the wager and deposit requirements. Completely unfair and unprofessional.

Dear Lexapro,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Would you be so kind and confirm you passed the KYC verification? Have you ever made a successful withdrawal before?

Additionally, please, forward any relevant communication between you and the casino to kristina.s@casino.guru (or alternatively post it here).

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

Hi Kristina,

Thank you so much for taking my complaint on, it is very much appreciated 🙂

Yes, I passed the KYC verification process. My account was verified successfully. But no, I have never made a withdrawal with this casino before.

I will forward the email correspondence between me and the casino, along with a couple of screen shots of my account ledger - which as a former Accounts Manager for a medium sized company, does not make sense to me. There is also no record of my account details that they have supposedly made the deposit to. Twice according to them. They did confirm my account details with me recently and assured me they had made payment to that account, again, but it is very clear that funds have not been received to my actual account. I really don't know what they have done.

Thanks again, will forward via provided email said documents.

Kind regards,

Alexia S

Thank you very much Lexapro for your reply. I will now transfer your complaint to my colleague Branislav (branislav.b@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 soon.

Hello Lexapro,

I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Lucky Tiger Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Lucky Tiger Casino team, could you please state the reason why the player's withdrawal has not yet been fully processed and when can they expect the payment?

Thank you in advance for providing the information.

Dear Alexia,

Thank you for addressing us with this query.

We were informed by the Finance Department of Lucky Tiger that the wire payment has bounced back. The Team is investigating this matter with the bank at the moment. Please advise if it would be possible for you to create a Bitcoin wallet, so that the funds can be re-sent there.

Kind regards,

Lucky Tiger Casino team

That's interesting, I have received many winning deposits from other casinos in the past - not once have I ever had any problems with payments apparently bouncing back, not once but twice now? Especially seeing as though I confirmed my bank details provided were correct.

In the interests of us going around in circles, I reluctantly decided to open a Bitcoin wallet. I then, informed "Maddie" at LuckyTiger Casino of this via email yesterday. I provided my wallet address for deposit of Bitcoin. I have since received a reply email, 2 hours ago, explaining that Bitcoin has been deposited. Guess what? It's not there. No Bitcoin deposit has been received. And no, there is nothing wrong with my Bitcoin account either.

This is THE 3RD TIME a deposit has apparently been attempted and failed. Why? Please explain why it appears near impossible to receive funds from your casino?

Dear Alexia,

As we were informed by the Finance Department of Lucky Tiger, you confirmed the receipt of the payment to the BTC wallet to them. Be advised that Blockchain reflects the transaction as completed as well.

Kind regards,

Lucky Tiger Casino team

Yes, the funds have NOW been received, not when I was informed they were already sent. I hope this has been a learning experience for your customer service and payments department.

Thank you for finally honouring the payment.

A very big thank you to Casino Guru - I appreciate your unpaid efforts to help me in receiving my payment. You guys are awesome.

Alexia S********o.

Thank you, Alexia, for confirming and for using the Casino Guru complaint resolution centre. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you too, Lucky Tiger Casino team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.guru