The player from Brazil experienced difficulties with a withdrawal at Luckychoo Casino, as there was no option to withdraw using the same method of deposit (PIX). Despite making three deposits and attempting to contact support, he received no response, and the verification process remained pending for over three days, leaving the withdrawal button inactive. After further attempts, he deposited using Dogecoin to enable withdrawals, but his withdrawal request remained pending for five days. Eventually, the withdrawal issue was resolved, and he confirmed that the payment had been made.
Luckychoo Casino - Player’s withdrawal is delayed and account support is unresponsive.
Amount: 505 R$
Luckychoo Casino
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6.9
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Resolved
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Case closed
RESOLVED
Case summary
3 weeks ago
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1 month ago
Translation
Hello,
I am writing to file a complaint regarding my recent experience at Luckychoo Casino. At first, the casino appeared appealing to me with a wide range of games and attractive offers, which led me to try their services. I made three deposits via PIX, starting with a welcome bonus, and I continued playing to meet the necessary requirements to unlock the bonus.
However, when I attempted to make a withdrawal, I was taken aback to find that there is no option to withdraw using the same deposit method (PIX), which is a significant inconvenience. Consequently, I reached out to support, but to my surprise, I received no response, neither through chat nor email, even after waiting three days.
According to the casino's terms and conditions, documents sent for verification should be reviewed within 24 hours, but it has already been three days and the process remains pending, with no feedback from support.
Moreover, the withdrawal button remains inactive, preventing me from withdrawing funds while the verification process is incomplete.
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1 month ago
Dear marciogardiniweb55,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Luckychoo Casino. Please understand that the variety and accessibility of payment methods are not managed exclusively by the casino. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.
Could you please advise if you have been informed about any alternative methods to withdraw your winnings? If possible, kindly send me a screenshot of the payment methods you see in the withdrawal section of your casino profile.
Could you kindly specify which documents you provided to the casino for verification?
When was the last time you successfully communicated with customer support and what did you talk about?
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
Veronika
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1 month ago
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Well, with regard to the documents, the casino mentions that you only need to send one identification document. To meet this requirement, I provided my National Driver's License (CNH) in both physical and digital versions, including front and back. I also sent a selfie. All these files were sent both via a specific tab on the casino's website and by email.
However, when it came to communicating with the casino, there was never any response from support. None of the messages I sent, either via chat or email, were answered. In view of this, I will now attach the screenshots
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1 month ago
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Hello,
I have verified that my account has been duly authenticated. However, I am still unable to make withdrawals due to the following reason: the method used to make deposits via PIX is not available for withdrawals.
The system also doesn't allow me to make withdrawals using another method. Since I have already made several deposits, I have no interest in making a new deposit to enable another withdrawal method.
Therefore, I rightfully request that they provide me with a viable alternative for withdrawal or that the existing funds be deposited into the same bank account that I used to make the deposits at LuckyChoo Casino. The casino's support team has yet to reply to any of my messages.
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3 weeks ago
Thank you for keeping me updated. I'm glad to hear that your account has been fully verified.
Unfortunately, we cannot compel the casino to provide a specific payment method exclusively for you. As mentioned in my previous reply, the availability of a payment method for deposits does not guarantee that the same method will be offered for withdrawals.
Based on the screenshots you provided, it appears there are several cryptocurrency options available for withdrawal. Would it be possible for you to select one of these methods, make a small verification deposit, and then proceed with withdrawing your winnings?
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3 weeks ago
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Hello, I understand the situation. It's been five days since I deposited Crypto Dogecoin (DOGE) to enable casino withdrawals. I made two deposits on 20/11/2024. The first deposit was not credited immediately and only appeared in my account after two days. Because of this, I made a second deposit. This second amount was credited after about an hour.
With the balance available, I played and wagered the deposited amount once in the casino, and then requested a withdrawal in Dogecoin. However, the withdrawal has been pending for five days and I still haven't received anything. The situation is complicated.
After several attempts I got an answer in the chat, they said they would pay, but they haven't yet.
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3 weeks ago
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Hello, The withdrawal problem has been solved. Withdrawal paid.
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3 weeks ago
Dear marciogardiniweb55,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Veronika
Casino.Guru
