LuckyBull Casino - Player's withdrawal is delayed.

The casino approved my withdrawal of 5000 euros three weeks ago but the money still hasn't reached my account and they refuse to say why and blame it on technical problems. I don't get any more information and they don't say when or if there is a solution. I have reported the casino to Madre but no response yet. Grateful for help.

Dear enarb1,

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 from the casino in the past? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

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,

Tomas

Yes, I have passed the verification a month ago. No bonus. No previous withdrawals.

This does not only apply to Swedish players. The web is full of similar complaints. It feels like they are deceiving their customers and the chat refuses to answer more questions from me. They simply don't want to pay.

Thank you very much, enarb1, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Tack

Thx

Hello there,

Thank you enarb1 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask LuckyBull Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

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.

You have made 2 payments but there is still 3000 euros left to pay.

Dear enarb1, let us know if you'll be able to withdraw the remaining balance as I have tried to contact the casino repeatedly with no success. Thank you in advance!

Ok I'll let you know. There are two payouts left.

Dear enarb1,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello!

Only one payout left now. Very slow payment but they seem to pay.

Dear enarb1, have you received your withdrawal from the casino yet?

Thank you in advance!

Not the last 1000 euros that was left from the original withdrawal but I hope it will come soon. The waiting time is far too long. 2 months now.

Dear enarb1,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Still haven't received the last payment

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.

Thanks. I have not yet received the final payment. It's been 2.5 months now.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the MADRE – an alternative dispute resolution service (https://madre-online.eu/file-a-claim-international/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/player-hub/lodge-a-complaint/). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of LuckyBull Casino casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear enarb1,

We would like to sincerely apologize for the delay you have experienced with your payout.

Having checked this with our relevant department, we can confirm that your winnings have been successfully processed and should already be in your bank account.

Please note that it was not our intention for you to wait so long for your withdrawal, and we are very thankful for your patience. We would also kindly ask you to keep us updated on receiving your winnings.

Kind regards,

LuckyBull Complaints Team

Well I have finally been paid but the casino should compensate the customers who were exposed to this suffering.

Dear enarb1,

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,

Peter

Thank you for your professional help!