The player from Brazil experiences difficulties with a withdrawal at Luckychoo Casino, as there is no option to withdraw using the same method of deposit (PIX). Despite making three deposits and attempting to contact support, he receives no response and the verification process remains pending for over three days, leaving the withdrawal button inactive.
Luckychoo Casino - Player’s withdrawal is delayed and account support is unresponsive.
Amount: 505 R$
Luckychoo Casino
Safety Index:Fresh casinoSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
6.9
Luckychoo Casino is a new online casino, which makes it more difficult to evaluate it. Based on our current findings, it has a Safety Index of 6.9. Explore this casino’s Safety Index
Case opened
Current status
Waiting for Casino Guru to reply
6d 22h 30m 56s
Case summary
1 hour ago
Public
Public
9 hours 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.
Automatic translation:
Public
Public
5 hours 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
Casino Guru is examining the case
