LuckyBull Casino - Player's account locked following withdrawal request.

After the withdrawal I applied for on November 14 was approved

After the withdrawal was approved on November 14, it has not been reflected.

In November, I inquired about it and was told to wait a while.

On December 18, I sent an email to Marta for advice, and they locked my account.

I sent an email to Marta for advice, and they locked my account.

Then, on December 23, I received a message from support

I was informed that the work was being transferred to the department in charge of withdrawals, but

The withdrawal was not made.

I did not do anything to suspect the same IP, such as logging in with my cell phone.

Received bonus for depositing 1000€ and played Sugar Pop only.

The withdrawal was 1051.67€.

Sugar Pop is not in the offending game.

Also, the offending game should not have been playable with the bonus.

No explanation was given for the account lock.

I am still being told by support to wait for the problem to be resolved

Dear aukunn,

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.

• Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully?
• Have you received any winnings from this casino in the past?
• Do I understand correctly that the casino supposedly processed the payment before December 24th?

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

Best regards,

Petronela

・Can you tell me how long ago you registered your account and whether your account was successfully verified?

October 12, 2021

・Have you received any winnings from this casino in the past?

Yes, I have. There were many times when it took a long time to withdraw money.

・I believe the casino processed my payment prior to December 24, do I understand this correctly?

I have submitted my Pays history as proof that the withdrawal requested by the casino was not processed.

I submitted my Pays history as proof that the withdrawal requested by the casino was not processed.

I have not received a response since.

Thank you very much, aukunn, for providing all the necessary information. I will now transfer your complaint to my colleague Mirka (Mirka (miroslava.d@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 in the near future.  

Dear aukunn,

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

Dear LuckyBull Casino,

Could you please provide more information about this case?

Thank you in advance,

Mirka

Dear all,

We appreciate you taking the time to reach out to us and express your concerns regarding the delay the player has experienced with his payout. We understand that this may have caused inconvenience, and we would like to address the matter in a transparent and timely manner.

Firstly, we want to assure you that the player's requested payout is not affected by the account closure decision. As stated in our Terms and Conditions, we reserve the right to close accounts under certain circumstances. However, we are committed to ensuring that any pending payouts are processed according to the player's initial request.

Please be aware that we have recently implemented a new and enhanced account review process to strengthen our security measures and ensure the integrity of our platform. Unfortunately, this has led to extended waiting periods for payouts.

We want to emphasize that we are actively working to expedite the resolution of this payout. Our team is conducting thorough checks to identify any potential delays in the transfer process. Rest assured, we are dedicated to addressing this matter promptly and ensuring the funds reach the player as soon as possible. We understand the importance of timely transactions and the frustration that may arise from unexpected delays.

We hope this clarifies the matter, and in case you have any further questions regarding this case, please do not hesitate to contact us.

Sincerely,

LuckyBull Complaint Team

Thank you for your active efforts to promote payment.

Three months ago

I am reprinting an email from you on November 28.

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Thank you for your email.

Please keep in mind that we are actively investigating this matter as we speak. Your payment seems to have been delayed, and our department in charge is actively prioritizing this matter to determine the source of the delay.

I can understand this has been a frustrating experience, however, believe me that it is in our best interest you receive your funds in the shortest period of time.

With that being said, once we have any updates you will be informed over email.

Thank you for understanding, 

Hope you have a nice day! 

Let us know if you have more questions, we are happy to help you!

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As you can see, you have been actively working on this issue as a priority for the past three months.

Unfortunately, no progress has been made.

If the problem is so difficult that it cannot be resolved even after prioritizing the issue

Could you, for example, suggest a different payment method?

Dear LuckyBull Casino,

Could you please clarify what is causing the delay in the player's withdrawal? Is it possible, that it is caused by the payment provider?

Thank you for your cooperation,

Mirka

To whom it may concern,

Thank you for reaching out to us regarding this matter.

We want to assure you that we take this matter seriously, and our team is actively investigating the root cause of the delay.

It has come to our attention that a technical issue occurred during the processing of the player's payout, leading to the unexpected delay. Please rest assured that our relevant department is working diligently to identify and resolve the issue promptly. We understand the importance of timely payouts, and we are committed to addressing this matter with the urgency it deserves.

Our team is taking all necessary steps to ensure a swift resolution, and we will keep you informed of any updates throughout the process.

Once again, we apologize for any inconvenience this may have caused, and we appreciate your patience and understanding as we work to rectify the situation. If you have any further questions or concerns, please feel free to reach out to us.

Thank you for your understanding.

Sincerely,

LuckyBull Complaint Team

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It has come to our attention that a technical problem occurred during the processing of a player's payment, causing an unexpected delay.

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If it turned out to be a technical problem.

Can you please make the payment first and then fix the problem?

If you just want to transfer funds, isn't it possible to do it manually?

Dear Lucky Bull Casino,

Could you please suggest any other withdrawal methods available for this player that could help them receive the payment sooner?

Thank you,

Mirka

Dear all,

We would like to provide you with some updates regarding the player's payout.

The technical difficulty is being worked on, however, as we would like the matter to be resolved promptly, we requested the player to suggest an alternative payment method for the funds to be processed to.

With that being said, once we receive the necessary information from the player, we will proceed with his payout accordingly.

Thank you for your understanding and cooperation on the matter.

Sincerely,

LuckyBull Complaint Team

Thanks for the payment suggestions!

I applied for payment by vega wallet but

Unfortunately, they said that they can't pay for EUR withdrawals

Unfortunately, the answer was that the payment cannot be made with a USD account for EUR withdrawals.

After that, you suggested to pay with Match Better.

I was then offered to pay with MatchBetter.

My smartphone is too old to use Match Better.

too old to use the app.

However, I felt that this response was

I felt your sincerity.

So if the problem with Payz is going to be solved in February

I would like to wait again.

If that's not possible, I would like to request a bank withdrawal.

We are currently in the process of finding out if the Payz issue will be resolved by the end of February.

or if it will be possible to make EUR withdrawals with vega wallet

We are in the process of looking into it.

We will report back here when we have a solution.

Dear aukunn,

Thank you for the update. I hope your withdrawal will be payed out soon. Please notify me, when there is some progress in your payment.

Thank you,

Mirka

Payments on Payz are

I was informed that it would be made within a week.

within a week.

Thank you very much.

I'll wait for the withdrawal.

I'll report back to you

I will report back to you.

I received a reply that the withdrawal was scheduled to be made within a week.

It has been a week and the withdrawal has not been made.

Can the withdrawal be made by the end of this week?

Please check again with the relevant department.

Dear all,

We would like to provide you with updates regarding the player's payout.

Our relevant department is actively working on resolving the matter with high priority. The technical difficulty should be resolved by the end of the week.

However, in case it is not resolved by then, we will contact the player with possible alternatives for the processing of his payout.

We would once again like to apologize for any inconvenience this may have caused to the player.

Thank you for your patience and understanding.

I understand.

Thank you very much.

Once the withdrawal is confirmed

I will report back to you.

Have the technical problems been resolved?

Please confirm.

If resolved, when will payment be made?

If not resolved

How many more days do I have to wait?

We are waiting for your answer.

Dear all,

We would like to provide you with some updates about this case.

The technical difficulty has not yet been resolved, and at the moment, we can not provide an estimated time frame as to when this will be resolved.

With that being said, we have contacted the player directly offering an alternative payout method.

Once the player confirms whether this is a possible resolution, we will proceed with the payout accordingly.

Thank you for your understanding and cooperation.

LuckyBull Complaint Team

As per your request

We have created a new MiFinity account

Thank you for your cooperation.

Dear aukunn,

Thank you for the update. I am glad, that it seems like your case is moving forward. Please notify me, when you receive your payment.

Thank you,

Mirka

Withdrawal was confirmed today.

Thanks to all who have been so patient and supportive!

I am now ready to play with Lucky Bull again!

I know it will be difficult to get my account unlocked.

I look forward to working with you again when the lock is lifted.

I'm glad I consulted this site.

Dear aukunn,

Could you please clarify, if I understand it correctly, that you have received the payment?

Thank you

Payment has been executed.

I am satisfied with this result

Dear aukunn,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and 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,

Mirka

Casino.Guru