LuckyBird Casino - Player is dissatisfied with the overall experience.

I can't withdraw, I can't talk in chat, I can't send my documents, no one answers my email.

Dear Cerrote,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Are you not able to request a withdrawal at all? Or has your withdrawal request been pending for a long time?

Do I understand correctly that you haven’t passed the verification yet?

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,

Kristina

I can't even request the withdrawal, I can't attach documents, the chat doesn't work, they didn't respond to the email.

Hello dear All 

Cerrote started playing immediately for the bonus and won a little, but in order to request the withdrawal of these funds, the player would need to make at least a minimum deposit and make a threefold turnover in the slots for this deposit.

Dear player, you have chosen a currency that is not in the cashier and started playing right away. We would like to ask you to pay attention to the currencies that are available there.

Dear player. You won't be able to make a minimum deposit. Since there are no available payment methods for the currency that you have chosen, both for making a deposit and for receiving winnings.

We recommend that the Cerrote  create an account in another available currency and check, immediately after registration, in the profile, at the cashier, the available methods for depositing and withdrawing in order to avoid such situations

Regards,

LuckyBird team

It didn't say any information about it, now I've lost what I've conquered, I can't attach documents, I can't talk in chat and if I open another account I lose the amount I have in Brazilian currency. That and lack of respect for the Brazilian player.

I can't even deposit in this house!

Hello everyone,

Thank you LuckyBird team for your reply.

Cerrote, do I understand correctly that you chose Brazilian Reals as your currency when you created an account? Could you please confirm that 459 R$ (dispute value) is currently being held in your account because there is no deposit and/or withdrawal method available to you?

yea. the amount of R$ 459.00 is held in my lucky bird casino account, I can't do anything on this site, neither withdraw nor deposit, nor talk in chat or attach my personal documents.

Thank you very much Cerrote for your cooperation. I will now transfer your complaint to my colleague Andrej (andrej.p@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.

Dear Cerrote,

I have read through this thread and I understand the situation. I’ll try my best to resolve the issue.

Dear LuckyBird Casino team,

Since this situation arose, would you please state the reason for including the option to open a gaming account in a currency in which it’s not possible to neither make deposits nor withdrawals? To put this into perspective, could you please explain what would happen in a situation where a player would create an account in a currency for which there would only be a deposit method available (but no available withdrawal methods), took a deposit bonus, won, and wished to withdraw their winnings?

Lastly, wouldn’t adjusting the currency setting and adequately the remaining balance in Cerrote’s gaming account or transferring the balance to a new account created in another available currency be a viable solution to this issue?

Perfect would be the right thing to do.

Hello dear All

When creating an account, a player can choose any currency. 

In this situation, the player has chosen: Deposit bonus. Which involves making a deposit. Cashiers are available at all stages of creating an account. It displays all the currencies with which the player can make a deposit. And then win.

There are no payment methods to deposit or withdraw BRL. 

We have indicated the descriptions in the casino rules. Additionally, players can contact the casino support with clarifying questions.

8.13.3. When creating a withdrawal request, you must have at least one successful deposit in the last 30 days. If during this period you have never replenished your balance, or started playing with a welcome no deposit bonus, before creating an application, you must make a deposit and fulfill the conditions for deposit turnover. The minimum required bet amount must be 3 times the amount of your deposit. Please note that we do not count safe bets on table games, bets on Live Slots, Aviator by Spribe and other similar games, as well as bets on sports events with odds less than 1.2 as turnover of your funds.

Unfortunately, we don't have the technical ability to make changes to the player's account. At the moment we can't talk about winning as there was no triple turnover of personal funds

Nevertheless, we recommend that Cerrote create an account in another available currency and check, immediately after registration, in the profile, at the cashier, the available methods for depositing and withdrawing in order to avoid such situations.

Regards,

LuckyBird team

Thank you, LuckyBird Casino team, for the reply.

Could you please specify/send the link to the bonus offer Cerrote claimed? By a deposit bonus, it’s common to imagine a bonus that is awarded upon placing an initial deposit. However, from what has been discussed in this thread and considering the fact that Cerrote has never been able to place a deposit in the casino, it seems that the only type of offer they could use is a free/no deposit one with a condition of placing a deposit and turning it over to verify the payment method before processing a withdrawal.

As indicated earlier, we believe that the fact that Cerrote did not break any rules and that the only obstacle between Cerrote and them being able to get a chance to withdraw their bonus winnings is the unavailability of payment methods connected to a currency they were allowed to choose when registering (without even being warned that any further play would be basically pointless) is not enough as an excuse to leave this situation unsettled.

Please correct me if any important facts have been left out.

As I said, I'm not refusing to make a deposit, as they claim it has to be done, I just can't deposit, there are no methods, chat doesn't work, sending personal documents doesn't read the documents. It is thus difficult.

Hello dear All

We have a different opinion. Cerrote created an account without reading the rules and didn't go to the cashier to make sure what payment methods and currencies are available.

He played for a bonus and when he wanted to withdraw the winnings, he saw that in order to receive it, he needed to win back the deposit. That's how this discussion came about.

If he went to the cashier and made sure that there are no payment methods for this currency, after which he would contact the support service, they would help him solve this issue in a different way.

To resolve this issue - Cerrote can create another account. And we can offer him another bonus with the same conditions.

Cerrote  needs to select the currencies offered by the cash desk for his region

Regards,

LuckyBird team

What's the point of me creating another account, if the money I earned will be lost, I never refused to deposit, I just can't deposit, it would be easier, the bookmaker converts the Brazilian currency to the dollar and release the deposit I need to withdraw, which I will do with greater pleasure. From the moment the house put the currency Brl, in the registration options, the house that assumes the error, why put a currency option, which doesn't work, players only discover this when withdrawing, this situation is very annoying.

Dear casino team,

We understand your point of view, however, I’m afraid that we cannot agree with it. We see absolutely no point in offering a bonus winnings from which cannot be redeemed under any circumstances, just due to the fact that a player hasn’t verified the availability of one of the basic functionalities of an online casino. We simply believe that the onus is on the casino’s side in this case.

With that being said, in case the casino does not reconsider its decision in this case, this complaint will be closed as ‘Unresolved’ and classified as ‘Stupid excuse or fraud’.

I'm extending the timer by 7 days.

look at how the casino is still tough, it offers promotions in Brazilian currency, and they claim they don't work with Brazilian currency!

Hello dear All

Yes, we agree that the bonus offer itself is not finalized. Therefore, we are ready to offer another bonus to another account.

The bonus itself is correct. But now there is no payment method for this currency

Payment methods may change. Therefore, the players look at the cashier to choose the one that is convenient for him with a further opportunity to receive a win.

As soon as he confirmed it at the cashier - we are responsible for the players to receive payment by this or other available method.

In this case, the player didn't confirm anything. He chose the currency of the account without making sure that this currency is available now not for a bonus, but for payment and receiving funds.

With this account, it's technically impossible. There is no way we can change the currency of an already active account.

Since the player has not played before and does not have a game history. We can make concessions to each other.

We cannot register an unplayed bonus as a win.

We understand that questions may arise with bonuses, if you have additional questions - we are ready to answer

Regards,

LuckyBird team

Dear LuckyBird Casino team,

Kindly note there are other acceptable solutions to this issue than adjusting the currency setting in the existing gaming account. For example, as mentioned earlier, allowing Cerrote to create a new gaming account in a currency, in which it’s possible to make deposits and withdrawals, crediting the won amount to the account, allowing Cerrote to complete the wagering requirement, hence giving him a chance to withdraw his bonus winnings. We truly believe that such an approach to this case would only be fair.

Furthermore, it appears that creating an account in BRL currency is still possible, even though no payment methods are available for players who create an account in the currency, hence allowing potential customers to end up in the same situation as Cerrote did. Could you please advise if there’s any reason for not removing this option from the registration form?

Hello dear All

We are already working on it. And as soon as the issue is resolved, we will be able to write to you.

When creating an account, players will be able to see only the currency that will be available at the cashier at the time of account creation.

Thank you, LuckyBird Casino team, for taking the time to prevent these situations in the future.

Nevertheless, as explained earlier, since we believe that the simple fact that a player can’t place a deposit in order to be allowed to withdraw their winnings from a bonus, despite that he was allowed to create a gaming account in a currency, which basically deemed their account unusable is not sufficient as an excuse not to look for an alternative solution for the player, and the casino is refusing to reconsider its decision, we are closing this case as ‘Unresolved – Stupid excuse or fraud’.

Cerrote, I’m sorry I couldn't be of more help, but closing this complaint as ‘Unresolved’ will at least negatively influence the casino's rating and other players can read about your experience in our review.

Anyhow, there’s still the option to submit an official complaint to the casino’s Licensing Authority – Curacao Interactive Licensing (info@curacaolicensing.com). I truly believe it’s worth a try. Please let me know if you decide to do so and/or if our assistance is needed. My e-mail address is andrej.p@casino.guru.

The casino can reopen this complaint anytime.

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties reach a fair conclusion.

Thank you all, I am until today waiting for a solution.

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.

Dear Cerrote,

Unfortunately, we haven’t received any further updates from the representatives of the casino. We will now try to reach them via other means.

In the meantime, could you please let us know if you’ve tried accessing your gaming account?

We were informed that it should now be possible for you to make a deposit via VISA or Mastercard and request a withdrawal via Bitcoin once all conditions of the bonus have been met.

I’m setting the timer for seven days.

I can still access the account, but there are no methods available to deposit, only to withdraw there is the bitcoin method, but without depositing they do not allow withdrawal. I have R$1,300 held in the casino.

Thank you, Cerrote, for the reply.

Dear casino team,

Could you please comment and suggest the next course of action in this case?

Hello dear All.

Thank you for contacting us.

In this situation, the player needs to make a minimum deposit today, wager x3 and place a request to withdraw the winnings.

Dear player, this needs to be done today.

Regards,

LuckyBird team

Thank you, LuckyBird Casino team, for the reply.

Dear Cerrote,

Is the option to deposit available in your account now? If so, I’d like to kindly ask you to follow the instructions.

Please keep us posted on any updates.

Thank you in advance.

The casino got in touch with me and informed me that it was going to make a deposit method available tomorrow, I hope it's not a credit card method, as it was done once and it didn't work, and it was withdrawn. Let's wait until tomorrow to see if they will provide a new working method.

Good afternoon, today good news the house paid after almost 1 year of waiting, I would like to thank casino.guru, for the help.

Thank you, Cerrote, for the update. I’m glad to hear the good news!

Could you please confirm that you’ve also already received the amount in your bank account?

I already received it, paid quickly in the main Brazilian method (pix), in less than 1 hour it was already in the account. Thank you very much

Thank you, Cerrote, for confirming and for your cooperation! I'm glad to hear that the issue has been resolved successfully.

I will now mark the complaint as 'Resolved' in our system. Please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Andrej, Casino.Guru