LuckyBull Casino - Player’s struggling to withdraw his winnings.

The casino has decided to split the payout of my winnings into installments. My initial withdraw was 2000e and the later one is 1500. According to their terms, they can split the payment in installments when winnings are above 5000e. I have not gone beyond this. Not in a month and not since I opened my account.

On top of this, I have not been told about the decision without contacting customer service, I have not been given indication as to when the payments are done fully nor have I been told which term they are referring with the decision. Based on their user agreement, I do lt understand the situation.

My account is fully verified, KYC took 4 days even though I uploaded all necessary documentation before they even asked. Now my first payment was marked as procossed on 6th December, customer service said that it was paid on 7th (1000€) but I haven'tvreceived anything yet. I understand it might take one or 2 more days, that is fine.

Upon asking, I have yet to receive a written plan on the payment, nor have I received a message stating they have paid partially -> according to their terms, they send a message when payment is made.

Dear Jose,

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

Did you receive any explanation why your winnings have been split into installments? Which payment method you have opted for? Have you accumulated your winnings with or without an active bonus?

I have checked the general terms and conditions and this is what I found (here):

"The Player is aware of and agrees that LuckyBull can decide at its own standards, that the maximum amount that a Player can be paid-out is € 5,000 (or the equivalent amount in US dollars or GBP currency) per month. All amounts larger than € 5,000 monthly will be paid in terms which LuckyBull decides, until the full withdrawal amount is reached, if LuckyBull decides not to pay-out the whole amount at once. LuckyBull may, at his own discretion, also decide to pay the amount as a whole, even if the pay-out amounts will be higher than the maximum set within the paragraph. This condition also applies to winnings of (progressive) jackpots. 

..."

Could you please forward any relevant communication between you and the casino? My email address is petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela 

Hi

I have a bonus that is completed. My account is verified and they have also told me I can withdraw my money. I have not received an explanation as to why the payment is split into installments. Their policy states that 5000 or more can be split. My total withdraws are 3516.75€ and I have not withdrawn anything before. They have informed me via CHAT that first 1000€ is processed (I have not received the payment), second payment of 1016.75€ will be paid on 21.12.2021. On top of this, my last withdrawal of 1500€ will not be processed before the 21.12.2021 is made. None of these are included in their terms.

I have used bank transfer to withdraw, it's the only option for me. For adding money, I used EUteller -> bank transfer.

Furthermore IBAS told me: "Unfortunately IBAS is unable to progress any cases against Condor-operated companies, which include Lucky Bull, 

We have encountered frustrating difficulty in communicating with the company in recent months and, as a result, we have temporarily removed the company’s brands from our directory of registered gambling businesses.

It is our belief that Condor may appoint a different ADR provider in the near future and should we become aware of the name and contact details of that service, we will write to you to let you know. Alternatively, if we are able to restore communications with the company and look into your dispute at a later date, we will contact you further to confirm this as well.

As you know, the MGA licence and regulate Condor.

I am sorry that we cannot assist you further at the present time.  "

I have the chatlogs that I can also give you

Thank you very much, Jose, for providing all the necessary information. I will now transfer your complaint to my colleague Peter 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.

Thanks. I also received another information yesterday.

I was told they also have another hidden term. As I have another withdrawal pending, they will only process it after the first one is fully paid. This is also not told anywhere.

On top of this, yesterday their Customer service agent basically told me he cannot find the term and said they will find it and come back.

I mean, if it's there, it's there.

Hi Jose,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite LuckyBull Casino to the conversation to participate in the resolution of this complaint.

I can now confirm, that the first payment of 1000€ has been received.

I am still disputing their terms and want a full payment of the missing 2516,75€ as they do not fulfill the terms we both agreed to.

I have now been paid full amount after getting MGA to take the case. MGA is now checking the complaint as well.

I definitely would recommend everyone to stay well clear of Condor gaming's casinos. They are deliberately making things difficult for their customers.

Hi Jose,

Thank you for the update. I'm glad to hear that you received your winnings even though the MGA had to be involved. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter