Luckybet Casino - Player cannot withdraw his winnings.

Hello.

I got into an unpleasant situation with the site luckybet.com and really hope for your help. I registered at luckybet.com 10/29/2019, made a deposit and bet on sports and played in a casino. At the very beginning I was not lucky, I lost and made a lot of deposits at luckybet.com. At some point, I started to get lucky, I began to win and decided to withdraw part of the money. I made a withdrawal request and received a payout of $ 2,000 from luckybet.com, then another payout of $ 5,000. But after my bets began to win luckybet.com stopped paying me money. My payout is $ 5,000 pending from 11/22/2019, during which time I sent many different documents to the support service (passport photo, selfie with passport, utility photo, photo of driver’s license, front side, photo of driver’s license, back side, photo of bank statement, selfie with bank statement, selfie with driver’s license and bank statement). But the support service either ignores me or very rarely answers my letters. In one of the letters, the support service said that my account is being verified. Today, a luckybet.com representative contacted me via telegram and said that my account was being verified due to the fact that I logged into my account from two different devices. I really used to log in from a computer and wanted to upload verification documents to my profile, but they didn’t load, then I logged into my account from my phone and successfully uploaded the documents. I don’t understand which point of the rules I violated by this. Before registering, I read the rules and did not see any points in them that would forbid access to the account from the computer and from the phone. The support staff member was also unable to point out such an item in the terms and conditions. This is like luckybet.com scam

Now at luckybet.com I have $ 20,000 ($ 15,000 on my balance and $ 5,000 pending payment). For all the time I made deposits at luckybet.com in the amount of $ 28,200, and made withdrawals in the amount of $ 7,000. It turns out that I did not win anything against luckybet.com, but remained in the red at $ 1200, but they still refuse to pay me money.

I want to get my money from luckybet.com, I am ready to provide any documents for verification and pass any checks. Please help me return my money.

Thank you in advance for your help.

Dear Raman,

Thank you very much for submitting your complaint. I am very sorry to hear about your negative experience. I read the casino’s T&Cs and I didn’t find any point indicating that you cannot log in to your account using multiple devices. And even if it was mentioned in their T&Cs, we still wouldn't consider this rule to be fair.

I also reviewed the screenshots you sent, and, in my opinion, you didn’t break any rules. I will contact the casino now and hopefully I will be able to help you.

Thank you for your patience.

Best regards,

Kristina

We would like to ask Luckybet Casino to comment on this case. If Luckybet Casino fail to respond, we will close this complaint as 'unresolved'. This will have a negative impact on the casino's rating.

Hello,

We would like to notify Mr. Raman, did reveive the entire payment returned.

Please see attached screenshots added.

We also would like to ask Raman in this opportunity to remove all complaints you have made all over the internet about us, i completely agree that we have had an inconvinient situation and some delayes, however, all our issues are behind us.

I apprecaite your cooperation.

Luckybet Management.

Hello.

I can confirm that I received all the money from luckybet.com
12/16/2019 - they paid me - 10,000 dollars.
12/26/2019 - I was paid the rest of the money - $ 10,000.

The support service began to respond to my letters only after I posted the complaint. They contacted me several times earlier and said that they would pay me money only if I withdraw the complaint, but I did not agree to these conditions. I am very glad that everything ended well, but I am sure that if I did not do anything and did not write a complaint, I would not have received my money. This is evidenced by the response of the support service of lakibet on another resource - 12/12/2019 at 16:32.

"Hello everyone.

Yes we call this a scammer player, this customer played in a very suspicious away, have braken all the possible rules in the site, at the moment we decide to investigate hes behavior he started to make complaints all over, and behave like a criminal by placing complaints, if he customer would have not brake rules and played honest nothing would have happen and he would gave got all the requested money by the rule.

Before we complaint, we need to check, before we accuse we check, but it look like that this specific player doesn’t really work, and he prefers to starting with accusations and more.

When we come up with a resolution, we will be able to comeback here and give the final answer.

Luckybet Management. "

I express my deep gratitude to you in resolving my question and I am very glad that I received the money with your help. I congratulate you on the holiday and wish you all the best to you and your loved ones.

Hello Raman,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. 

I wish you all the best too and I hope you won’t come across a problem like this again.

Best regards,

Kristina