Lucky Tiger Casino - Player’s withdrawal has been delayed.

I joined Lucky Tiger Casino with a free bonus chip and played it and lost. I then deposited real money from my debit card, which went through immediately, and luckily won a couple of hundred dollars. A couple of days later I went back and played and won over $3000. It was then I went to withdraw funds and was sent to the Finance Department, which they in turn sent me Authorization forms and electronic banking forms (my choice to have funds deposited). I sent the forms, completed and signed along with additional documents required. That was on or about October 10, 2020. Since then it has been one stall after another. Technical things like they needed my bank's SWIFT #, was the last and final thing they needed filled in the form and to return it, which I did. Then I was sent a form, by email, to confirm all my bank information and return it to Finance Dept. I returned the confirmation form and indicated everything was correct on October 23, 2020. On October 25, I attempted to withdraw funds and still indicated withdraw not available. I contacted Customer Service and told I had to wait an additional 4 days, to check back on Saturday, October 30. I waited until October 31, and then told the Finance Dept would not be open until November 1, 2020. This morning, still not able to withdraw, I contacted Customer Service yet again and was told that I needed to wait another 4 business days because the Finance Department just received my email, which I sent them back on the 23rd of October. I believe 4 weeks is more than enough time to wait for a withdraw. Actually going on 5 weeks. Everytime I contact them they tell me to wait 4 business days, when the emails that are sent from the Finance Department indicate as soon as the receive the document I am submitting back, they will release and deposit funds to my account. I have been very patient, have submitted all required documents with no problem, but yet I feel I am just being stalled and stalled and don't believe this casino will honor my withdraw of funds. By the way, I have met any and all requirements to play, gamble and I deposited money with this casino because it was so highly recommended. I truly love this casino and I was really hoping they would honor my winnings and pay me for having good luck. That's why we deposit and play online casinos, right? To win. But what good is winning if you don't get paid. Might as well hold on to our money and play slot games on Facebook. It just has been a long wait when I read that people get international withdraws from online casinos within a week and they think that's a long time! I'm on week 5 and stalled another week? Then Friday, if I contact them on November 6 I know I will be stalled again. The casino received my confirmation and last email on the 23rd of October, that's 5 business days. They require 4. And after 5 business days, I am told it will be another 2-4 business days? And the electronic transfer (which why it would take so long, I have no clue) but was informed my funds, when deposited, will take 7-10 business days? At this rate, if they do honor my withdraw, I won't see a dollar until November 23, 2020. 8 weeks to withdraw funds. Ridiculous! And that's "if" I get paid, which is seeming to be very grim at this point.

Dear Huntk,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you confirm that your account has been verified successfully? Have you received any funds in the past or this were your first withdrawal attempt?

Do I understand it correctly that your withdrawal is still pending inside your account without being processed?

I realize that it might seem like a lot of questions, but I would like to understand your problem as accurately as possible. Thank you very much in advance for your reply.

Best regards,

Petronela

Thank you very much, Huntk, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Huntk,

I looked at your complaint and will do my best to help you. I would like to invite Lucky Tiger Casino into this conversation. Can you please specify what is the problem with player’s withdrawal?

Hello,

Hope you are doing well!

We have looked into the matter and been in touch with our finance representative. Please be informed that your account has been verified for requesting withdrawals. The delay was caused by the lack of documents, but those have finally got approval. You are welcome to request the payment in Cashier.

Now, you'll be able to request your payouts once you win, so we hope you won't have any difficulties with our casino further on.

Best regards,

Lucky Tiger Casino

Dear Huntk,

please try to request a withdrawal and let me know when you'll receive your winnings.

Dear Viliam Vice:

Well, I don't know if your contacting Lucky Tiger Casino was the push needed, but directly after receiving your email (this one) within 15 minutes I received an email from the finance department at lucky tigers Casino indicating that my account has been verified and that I will be able to make withdrawals on my account.

I replied to their email and thanked them for releasing my funds and immediately logged into my account at the casino and low and behold, my withdraw restrictions were cleared and was able to "request" a "withdraw/payout" through a bank electronic transfer which they indicate on their website that the transfer takes 7 business days.

I have to disagree with their response to your email inquiring what the hold up was because I requested a withdraw on October 6, 2020 and after going back and forth for technical issues, the casino had received all documentation by the 16th of October.

I had contacted customer service from October 18th until the 23rd inquiring why the restriction for me withdrawing funds was still on my account. Always to get the same response, that I must wait 4 business days for them to review my documents, the Finance Dept. did not work on weekends, etc.

It wasn't until Octber 23, 2020, when I finally received an email from the Finance Department now asking me to confirm, for the 4th time, my banking information and email my confirmation and once they received my email, I would be able to withdraw my funds.

I returned and replied the email the same day, October 23, 2020, confirming the banking information.

The following day I checked my account (the 24th), the same "no withdraw" restriction was still in place. Contacted Customer Services and was told to check back on the 26th as they were closed on the weekends. On October 26th tried again. Nothing. Was told that they had just received my email (on the 26th of October) and it takes 4 business days to process.

I indicated I returned the email on the 23rd and that I was upset I know had to wait another 4 days.

On the 28th of October, I received an email that everything had been confirmed and verified and once they process my information my account would be clear. The 29th, not cleared. That's when I contacted you.

So, as you can see, it was not a problem with me returning documentation or that I didn't have all government issued identification, banking information, etc. as they appeared to make it appear that "they needed to gather all documents". They had all my documents back on the 16th of October, actually had everything by the 9th of October. It took a week for them to ask me what my bank's Swift Code was, when they already had it! That alone was a week wasted, which is when I started to get an uneasy feeling.

Regardless, that was the "actual" history. I had no "funny" documents. Everything was in my own name and had documentation to back everything they asked for in their "Verification Form". Emailed them back the same day I received any email from the casino and complied and I thought had been very patient until we were going on week 5 and still nothing.

But I did successfully withdraw the maximum amount per day per their rules ($500) and according to their pay-out period, I should receive the funds in my account on the 13th of November but because of Veteran's Day being a holiday, I will mark the day for the 16th of November. If I do not receive funds in my account by then, I will contact you and will contact you should they arrive before the 7 days period.

I think all of you at Casino Guru and the Community Forum because without any of you, I wouldn't have had a clue on how to handle this.

And thank you for FINALLY getting the casino to release the restriction for withdrawing funds.

However, other than the longer than normal waiting period (which I hope is a one time thing), I would like to say that out of all the online casinos out there, they have the best bonuses, best playthrough requirements and also, you are able to play all video poker machines as well as slot machines, live black jack, keno and bingo. And by the way, their machines, for some reason, are much more generous at hitting bonus rounds and I believe their machines are looser than a lot of other casino's I played. Easy meneuvering around the casino also.

Basically, a very nice, outstanding online casino for US players just be sure to allow up to 4 weeks to withdraw. Maybe lower amounts are quicker, I don't know but overall very nice casino.

Thank you Casino Guru! I will let you know when I receive funds.

Karen Hunt

Dear Karen,

I am really happy to hear good news, I'll extend the timer at least to 12 days which should be enough time for Casino to pay you your winnings. Please, update me when you'll receive your funds.

Dear Casino,

what is the problem with player's withdrawal, please?

Hi Villiam,

I received an email from Lucky Tiger Casino indicating that they had approved the $500 withdrawal (the maximum you can withdraw per week). And indicated that it had been sent at 7:43 a.m. this morning.

Then they indicated that it could take up 7 business days to reach my bank account. Didn't leave a transfer number or any proof.

I phoned my bank and they have no wire transfers pending nor show anything that would indicate a transfer has been placed. Unbelievable!

Hello Karen,

Hope you are doing well!

We have checked the matter outlined above.

Please be informed that your withdrawal has been approved and submitted for processing 4 days faster than the timeframes, established by the Casino.

The payment has been submitted for processing and will be soon delivered by our payment service.

Due to the fact that it is the international wire transfer, they do reserve 5-7 business days to complete the process.

Best regards,

Lucky Tiger Casino

Dear Huntk,

I'll extend the timer to 9 days which should be enough for Casino's payment provider to pay you your winnings. Please, let me know when you'll get your money.

As of today's date, November 11, 2020, still nothing. Will check on the 13th. That would be 7 business days from the date it was processed.

I spoke with my bank yesterday afternoon and they indicated they were not showing any transfers by internation deposit pending.

I'll let you know if I receive it by Friday, the 13th of November.

I also requested by email the transfer number for the electronic deposit and as of today I have not received that either so we'll see what happens.

Thank you,

Karen H***

As of November 14, 2020, nothing. I have asked for a wire transfer number twice and have received no replies, whatsoever.

I will wait until Monday, November 16, 2020, and then I will have no choice but to file a formal complaint.

What your suggestions be.

November 16 would be the start of 7 weeks since my original "withdrawal" date. A little ridiculous. How do they expect to stay in business if customers have to wait 2 months to get withdraws on their accounts. Unheard of.

Also, my bank, Chase Bank, are showing no wire transfers being processed into my account. Chase told me that it can take 3-5 days to process but their screen would show if a wire transfer has been processed and is pending and Chase is showing absolutely nothing.

Thanks for all your help in this matter.

Karen H***

Hello Karen,

Casino stated in their last answer (10.11.2020) that payment will be delivered by international bank transfer and it'll take up to 7 business days. I suggest you to wait until 19th of November. If you'll not receive your winnings then you should submit an official complaint.

I'll extend timer to 3 days, please update me if you'll receive money.

Hi Villiam,

Now they are claiming it wasn't processed until November 11th? LOL

That's funny because on the 9th of November it clearly states that it was approved and processed and to allow five to seven work days which would be today would be the seventh work day.

I have a feeling a bad feeling that this is clearly a joke unfortunately the joke is on me.

I don't see this Casino acting in good faith at all, considering this is the seventh week that I have been trying to withdraw money that I rightfully won and from a cash deposit.

How come my cash deposit from my credit card went through in seconds but yet it takes seven weeks to collect your winnings?

No I believe I've been taken again. And it's too bad because casinos like this are making people weary of playing online casinos. I was playing them for a while until I ran across a casino that did the same thing and eventually they just disappeared off the face of the Earth and I never collected a penny.

I did file a formal complaint against them but as of today, haven't heard anything.

I believe they just get another license in a different corporation's name and open another one, which is really too bad.

I swore off of online casinos a year ago and decided to that maybe with stricter rules and laws in place they wouldn't be so app to screw people over but apparently the finds or restrictions aren't tough enough on these casinos because obviously they are still getting away with not paying out for wins.

I will wait till Wednesday and I will file a formal complaint and I will contact the the federal government regarding this obvious ongoing problem maybe then they will knock out or get rid of all these casinos that refuse to pay their patrons who do not play with chips but play with their own money.

Thank you for your help but I honestly do not believe there will be anything in my account, ever.

On Wednesday I will go into my bank and I will I will close the account and open another one because I do not appreciate all my personal information being given to this flaky Casino. I mean come on they have my driver's license a copy of it a copy of my social security card my address my name and my banking information and my credit card information that to me is big big trouble and I am very very upset about this whole entire deal. And I will alert everybody in every credit agency on this Earth to make sure that nothing is ever hampered with my personal information that I have given this casino and will never ever play it another online casino again.

They left a really bad taste in my mouth.

Not only the stress but the time involved of emails of now having to go close my account reopen another one you know all these things cost money they take time and like I said with all my personal information now being in the hands of a foreign country does not make me very happy in fact it makes me horribly angry.

I would give this casino a minus 10 and I thank you again for trying to help but like I said I don't believe anything is going to happen this is just been stall after stall after stall and I'm stalled out.

Sincerely,

Karen H***

Dear Villiam,

As of today, November 17, 2020, nothing. I will wait until close of business, tomorrow, November 18, 2020, the deadline you calendared.

As I stated in my previous email, I seriously doubt, due to the way it has gone so far, that there will be anything tomorrow, but willing to give one more day. Which I will.

Chase still shows no wire transfers pending or that have been processed, which makes me doubtful, but hopefully, for my sake, I hope they are wrong.

I'll let you know tomorrow night.

Thanks again for your help.

Karen H.

Dear Karen,

it is possible that your payment will come on 19th of November (as Casino stated - 7 business days from 10.11.2020 is not 17th. but 19th. November). Please wait till 19.11.2020 and if you'll not receive your money I'll be forced to close this complaint as unresolved. Then you should submit an official complaint.

Thank you for understanding.

Viliam Casino.Guru

Dear Karen,

did you receive your winnings?

Dear Casino,

please send me proof that you have paid player's winnings to my email: viliam.v@casino.guru.

Thank you Villiam. I do appreciate it!!

Dear Villiam:

I received an email from Lucky Tiger Casino this morning and replied to it. I screenshot the emails and will place them below this message.

Every time you write them you put some fire under their butts or something because they respond.

Thank you and of course I will let you know if anything shows up.

_______________________________

Dear Karen,

Thank you for your email. Please accept our sincere apologies for the situation that took place.

We would kindly ask you to let us know if you use a Bitcoin services. In case yes, please kindly provide us with your BTC address, so that we can re-send the funds there immediately.

Waiting for your response.

Best regards,

Maggie W*****

Finance Department

Lucky Tiger Casino

_____________________

I do not have a Bitcoin address and have never used bitcoin before.

My bank account, however, is still opened as I had transactions out that needed to go through before I could close it. The funds can be wire transfered to my bank account and you also have my PayPal card, which you could also deposit or transfer funds on that also. I have not closed that account yet either due to other pending transactions that haven't cleared.

Please let me know which account you will be depositing the funds into so I could keep my eye out for it.

Thank you for your response and thank you for making good on your word.

I look forward to working with you to get this matter resolved.

Sincerely,

Karen H***

Sent from Yahoo Mail on Android

We would like to ask the Lucky Tiger 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’.

Dear Karen,

Thank you for contacting us!

We were informed by one of the Finance Department representatives that their bank is unable to distribute the funds to the banking institution, the details of which you have provided them with. That was the reason they asked you for some alternative options: a bitcoin wallet or another bank account. Please advise if it's possible to change the method, they would appreciate your cooperation here. Thanks!

Best regards,

Lucky Tiger Team

Dear Villiam,

I appreciate you attempting to retrieve my winnings from this Lucky Tiger Casino, but unfortunately, they are scammers.

I have enclosed a copy of which I emailed back to their Finance Company (Ms. Maggie W*****) regarding their story about not being able to make a wire transfer to Chase Bank? One of the biggest banks known worldwide?

I contacted Chase Bank, in fact I visited my branch about what they stated (that Chase Bank would not accept bank to bank wire transfers). The manager, Danny M********, showed me how a wire transfer is traced and what channels it goes through once submitted.

First, the second a transfer is sent, a transfer number is given to the sender to be able to track their money transfer. I have asked for this transfer number, never to get a response.

Second, if a wire transfer was sent and for some reason it was rejected or declined by Chase Bank, it is because of suspicious activity, pending lawsuits, complaints against the business, and so on. If this was the case, the money transfer would still be able to be located through Chase Bank with my account number.

Chase Bank has absolutely no records, whatsoever, from any wire transfers being submitted to my account (whether rejected or not) nor any wire transfers sent from Lucky Tiger Casino or their entities in the past 30 days.

The did find one wire transfer, however this was from Bank of America, in Knotsville, Tennessee, to Lucky Tiger Casino in the amount of $200 on Septemer 22, 2020. That was the only wire transfer showing.

Chase's conclusion was, "they are not being truthful, it was never sent and if it was, ask for the transfer number". I have asked 3 times for a transfer number, and have yet to be given any kind of indication or proof they ever sent it.

Also, they can send it through my PayPal account, worldwide, with nothing but my email address and they unfortunately, have stolen all of that information already from me.

With that said, I did not hear a word from anyone at the Lucky Tiger Casino and I have proceeded with filing a formal complaint against them with the Department of Justice, Consumer Affairs and the FTC - International Consumer Fraud Division.

They are doing nothing but stalling again. 3 months is enough time to pay a customer.

You can now close this file as it is now out of my hands. I have completed all the paperwork and am filing the formal complaints at 8 am Monday morning, December 7, 2020.

I would strongly suggest you take them off your "good standing" list and urge people to stay as far away from that casino as possible.

They are operating fradulently in order to obtain a person's financial records, account numbers and personal information.

They are not operating a online casino to pay out their winnings and I am proof of that. There were no hangups or reasons to hold me up like they have.

I am a U.S. Citizen, with good credit and everything I submitted to them was exactly what they asked for and for that reason only (trust me it's not the money) but the way they intentionally and fraudulently represented themselves to gain a person's financial and confidential records.

In my eyes they are nothing but thieves that need to be shut down. Who knows how many millions they have gotten already.

Thank you again for your help and just hope the Federal government shuts them down. I was told my Agent Bradley at the FTC that they already had several formal complaints against them which does not surprise me.

Karen H***

In California, USA

Attachment sent to Lucky Tiger Casino on December 2, 2020:

Ms. Wilson:

There is no reason that this ever occurred.

I just contacted Chase Bank and they have assured me that there was NO wire transfer submitted from anywhere to my account, ever. If there was a wire transfer sent to my account, the bank's international computers would have picked it up immediately. And it did not exist which means you are not being truthful. There was not a wire transfer sent. If there was, what was the wire transfer number that was given to you when you submitted it? 

I am not accepting your response. You need to contact Chase Bank as it is an international banking institute and accepts wire transfers world wide. Give them your wire transfer transaction number and they will be more than happy to tell you what the issue is or give it to me and I will find out.

There is no problem, because you cannot produce a Transaction Number because it was never sent.

This is another attempt to buy more time or to stall again.

You have my PayPal account information and all you need is my email address to send $500 to my account. Anybody, anywhere in the world can send money to anyone, anywhere in the world, with nothing but my email address. It takes 5 minutes and strongly suggest you use my PayPal account to do so. 

It is the same card you approved me to withdraw funds to add to my account to your casino. In fact, it went through in seconds so I know your casino accepts PayPal. Your casino you can add funds by giving them nothing but my email address.

I strongly suggest you use my PayPal account to do this transaction.

I am going to give you 48 hours to send the funds through PayPal or I will file a formal complaint with the Federal Trade Commission - International Consumer Division for Fraud and Obtaining Financial Information From A Consumer For Reasons Other Than a Financial Transaction.

I will calendar this matter for the end of business tomorrow, December 3, 2020, at 5:00 pm p.s.t. If the finds do not appear in my PayPal Account by December 4, 2020, I will have no choice but to go forward with involving the Federal Government of the United States.

Also, I would appreciate you send the same emails to me as you do Casino Guru.

Two months and a week for a $500 payout? If you were honest and were going to make good on your word, you could have sent me a business check, overnight mail and take the cost out of winnings. There are numerous ways to pay people what they are owed. This is the 21st Century, not midevil times. 

As for your Bitcoin request. I will tell you now, and will make this very clear and I am adamant with my stand on Bitcoins.

I will NOT open a Bitcoin account to please you. Bitcoins are useless. They are next to impossible to convert to USD and if you do find anybody that does convert them they charge you a huge fee. 

Not to mention Bitcoins are like stock and who knows what their value are right now. 500 Bitcoins may be equal to or may be equivalent to $6.00 in U.S. Currency. Bitcoins is out of the question, and there is NO reason why I should spend more money opening a Bitcoin account, for your convenience. And I know why you want me to open a Bitcoin account because you know the value of a Bitcoin right now is very very low. Your Casino clearly specifies that funds will be deposited to a bank account by electronic transfer Bitcoins or a credit or debit card. 

Since you will not do it through Chase Bank for whatever reason because you don't plan on paying me. That's why. I do know for a fact that PayPal is worldwide and as I said earlier in this email you took my money out of the PayPal card to deposit into your Casino so you can deposit money back onto it to send the money that you owe me back on the PayPal account you don't need my card you don't need my account number all you need is to call them and give them my email address or to do it online. 

I am sure you know all the procedures or maybe you don't maybe you don't pay anybody out. 

One thing for sure I do know is that you really know how to ruin my day.

You have until 5:00 pm tomorrow then you can deal with the Federal Government because this is no longer about the money but clearly principle.

I do not believe you are going to make good on this payout and the more you stall the more I believe this is all a front for a bigger scam of some sort that I stupidly gave all my banking and personal information to and will do everything in my power to defend my identity and not have my financial and personal information in the hands of a business who clearly has no intention of paying out its customers what they owe them.

You have the deadline date and I will move forward. I am tired of this stalling scam. 

Karen H***

KH:

cc: Villiam @ Casino Guru

   Jeb @ Onlinecasino Reviews

   FTC - Int'l Consumer Fraud            Dept.

Dear Karen,

unfortunately we are forced to classify this complaint as "waiting for regulator decission" per your request. Sorry we were not able to help you with this one, but 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.

Player contacted us that she received her winnings after contacting the Federal Agencies.

Dear Karen,

after receiving your response I am very happy that I can close this case as resolved. Thank you for cooperation and I wish you all the best with playing at online Casinos.