LuckyHour Casino - Player believes that their withdrawal has been delayed.

Hi,

Could you please help me out as this Casino is giving me hard time during the verification process KYC, made few deposits and was able to win 2250 $ (No Bonus).

All documents have been uploaded on their website and I have been verified 'see attached' but not sure why they keep cancelling my withdrawal request.

My two deposit Methods are:

E-Transfer - Interac

Mastercard

All supporting documents have been supplied by Email to KYC and been uploaded directly on the website.

Thanks

Dear elhaddadel,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear elhaddadel,

Have you received your withdrawal from the casino yet?

Hi,

Thank you for your reply.

No, I have not received the funds yet.

They keep on cancelling my withdrawals asking for documents over and over again.

All documents have been supplied by email and also direct on their website.

Thanks for looking into this issue.

Hi,

This is an update that I received the first transaction: 1300$

There is one more transaction, waiting for it to be processed.

Thanks

Thank you for your reply, elhaddadel. I am happy to hear that the first withdrawal was processed. I will keep this complaint open until you confirm your second withdrawal has been successful. Please keep me informed about any further developments.

Hi,

I just received my second withdrawal and requested to have the account closed.

could you please close this case and thank you for your support.

Dear elhaddadel,

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,

Kristina

Casino.Guru