Lucky Tiger Casino - Player's account restricted and unable to withdraw full winnings.

Hi..

Started playing with Lucky Tiger late last year, finally had a win mid January of $2500. Have been verified and to date have been paid 2 amounts, $501 and $500 via bank transfer.. Daily withdrawal limits apply and was confirmed to me as $501/day.. the Last payout was received about 24 Feb.. I have not played since winning as not to void winnings and believe I have followed the T&C’s to the letter.. I tried tonight to login to communicate with Live Chat to find out an update on the remaining payouts, however, I am now unable to login as the casino no longer recognises me..

May I ask Casino Guru to step in on my behalf to investigate please?

I have attached last withdrawal requests

Regards

Mel

Dear meleastoe76,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Lucky Tiger Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Were you able to contact support when logged out of your account? (live chat, email: support@luckytigercasino.com or phone: +1-855-6107-674)
• What response from the casino have you received?
• What does the error look like when you attempt to login to your account?

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

Best regards,

Tomas

Hi Tomas

i have emailed Lucky Tiger, just prior to submitting this to Casino Guru, as yet have not seen a reply..

When I try to login the message says not recognised. I tried a couple of times in case I had made a typo in my password or something but to no avail. I also tried thru ‘forgotten password’ to reset but did not receive the email to reset..

I login almost daily to check the progress - however - the Casino has very recently done some upgrade to the site.. Maybe that has something to do with it? It is just sus as the verification process took a long time to complete, then even through the site states capped daily withdrawal limits, it doesn’t really allow the requests to be done until the previous request has been completed, which takes almost two weeks.. This has been the case for my situation at least.

mel

I have received an email from lucky Tiger today stating they’ve approved the last 3 requests (since this complaint was started). However, they have deducted $200 per request, totalling $600. I have asked them why and waiting for a response.. I have not mixed funds or played since the original request to start the withdrawal process so there is no reason why they need to do this.. I would strongly discourage anyone from playing this site because of this event.

Thank you Tomas for your help, I’ll let you know if I get another responses or a payment.

Thanks for the update. Please forward any email you received from the casino regarding the issue since the complaint began.

Send it to my email at tomas@casino.guru

Emails sent to you as requested. Thank you

Thank you very much, meleastoe76, for providing the necessary information. I will now transfer your complaint to my colleague Katarina (katarina.d@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.  

Dear meleastoe76, 

My name is Katarina, and I will be assisting you in solving this case. Now, I would like to invite Lucky Tiger Casino representative to join this conversation. 

Dear Lucky Tiger Casino, could you please provide more information about this case? 

Looking forward to your reply, 

hi Katarina

FYI

one payment has been received today for $285 (out of the $500 requested).

Thanks meleastoe76 for this message.

Let's wait for the casino's response to this public complaint.

Dear Melanie,

Please be kindly informed that Terms and Conditions of Lucky Tiger state that the casino reserves the right to distribute the payments in installments and send them over the established timeframes. However, please be assured that all of your next withdrawal requests will be approved in full.

We're pleased to see that you've managed to login to your account recently. If you happen to have the same issues with the login, please contact Live Chat support directly.

Best regards,

Lucky Tiger Casino

Thank you for the fast response, Lucky Tiger Casino. 

meleastoe76, could you please confirm you are able to log in to your account?

Let's wait for the remaining payments to arrive. In case of any discrepancies, we may address them as soon as they arise.

Hi Katarina

yes I can confirm that I, since we last communicated, were able to login, however, not tonight (tried as I am responding to this thread..

I have also received, in the last few hours another payment of $285.. out of a request for $500..

At this point, there is still $899 out of $1499 yet to be received. (I’m counting the $285 is $300 after fees).

I read a few past complaints made about Lucky Tiger, thru your site, and this situation seems rather repeated, makes you wonder how many more of their customers they’ve used these tactics on that didn’t bother to pursue. I noted the Casinos responses are much the same too.

Thank you for your assistance thru this process, much appreciated. As they won’t answer my question I’ve asked several times, could you please ask them to advise when the remaining amount of $600 will be processed, assuming that I get the last approved $300 (out of the requested $499)..

I will further update as I’m updated..

thanks again

Mel

Thank you meleastoe76 for this update.

Dear Lucky Tiger Casino, would you please advise whether meleastoe76 will be receiving the remaining balance of her account anytime soon?

Can you please explain why was her account closed without any notice?

Hi Katarina

A 3rd payment of $285 has landed today.. there is now the balance of $600 remaining.

thank you

Ps. I am still unable to login to Lucky Tiger.. I have also tried by resetting my password and now my email is unrecognised.

Hello Melanie,

Lucky Tiger Support Team will contact you in the nearest time to assist with re-setting the password.

Please be notified that the last payment you received, $285, was the withdrawal approved 3/7. 

As we can see, $599 is still on your balance. Please submit a new withdrawal request, so that we can start working on it ASAP.

Best regards,

Lucky Tiger Casino

Some further development. After receiving help from live support I am now able to login.. I have requested to withdraw the remaining balance of $599. I went back to chat and checked that depositing would not affect the pending withdrawal. My card info is still on file, so I made a deposit, but was not successful as it says my account is not verified..

Not verified? At this point of proceedings? Up until encountering this withdrawal issue, I enjoyed the service and the gaming the casino offered, am I being denied or given the run around because of asking for help with accessing winnings or is there a coincidental technical issue?

I would like to express my gratitude to Casino Guru.. Tomas and Katarina in particular, seriously I thank you for your help and patience. You have a difficult job I believe, having to professionally handle complaints must be tiring and stressful.. From my experience, I think you are doing a wonderful job, thank you again.

Thank you meleastoe76 for this update.

I am glad to hear you were able to submit the last withdrawal request. I will wait until you confirm the remaining funds were safely deposited into your bank account.

Regarding the issue with depositing new funds to your player's account, I do not think there is much to do for us. Any casino (or for that matter, any other kind of establishment or business) has a right to refuse the service to any customer. I know it does feel unfair, especially when there was no breach in terms and conditions, but this is just their right. I believe you will be able to find a new casino you like, please feel free to use our website as a guide. I highly recommend playing in casinos with an above 8 safe rating, and ideally the ones with a safe badge.

I will keep this complaint open until you confirm the arrival of the remaining balance.

Hello Melanie,

Please be informed that you were not able to place a deposit with us due to the technical reasons. It wasn't some kind of block from us. Everything has been fixed and you are welcome to deposit now. Please accept our apologies for the inconveniences caused.

Best regards,

Lucky Tiger casino

Thank you, I will let u know when there’s an update

…still awaiting funds to land, I would expect them to arrive Monday or Tuesday. Will let you know

Not yet.. maybe tomorrow (Wednesday)

Maybe Thursday 🤞🏻

Dear meleastoe76, 

thanks for the update. I am sorry that you have to wait for so long for your money. However, it is quite usual for withdrawal to take a couple of days or even weeks. This means that it may take some time before your money appears in your account. That's why we advise players to be patient and wait at least 14 days after requesting their withdrawal. You have already waited 1 full week, so there is 7 more days that is considered acceptable. I will now set a timer to 7 more days and hope the withdrawal will arrive rather sooner than later.

Ok cool

Final payment of $584 ($599 less fees) has been received.

Thank you Casino Guru and Lucky Tiger Casino.

Dear meleastoe76,

I am very glad you have received the remaining funds. After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, meleastoe76, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

 As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Katarina