The player from Quebec requested a withdrawal two weeks ago after their KYC was approved, but his balance was reduced. They report unexplained gaps in their gaming history and the disappearance of winnings from a 3 CAD bet.
LuckyHour Casino - Player’s withdrawal is delayed and account activity is unclear.
Amount: Can$2,300
LuckyHour Casino
Safety Index:HighSafety Index
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Case opened
Current status
Waiting for player to reply
3d 15h 19m 17s
Case summary
3 days ago
Public
Public
3 days ago
Translation
First, my KYC was accepted. Once accepted, I had access to my balance and was able to make a withdrawal of $2300 in total via Interac. Two days later, I no longer had access to my balance. They added something which is illegal, annulling a KYC that was already approved. I don't even understand how they can do that. I reviewed my gaming history from August 31st, a day before my withdrawal, and noticed a drop of more than $2000 and another of $400, both unexplained. To top it off, I won a bonus with a $3 bet, and the bonus disappeared before I could even play it. The game history was directly erased, leaving only my last bet.
Automatic translation:
Public
Public
3 days ago
Dear bigjos,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with LuckyHour Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
- Have you confronted the casino with the issue of missing balance? With what result?
- Have you received any justification from the casino regarding the missing money?
- Could you please advise whether you made any previous successful withdrawals?
- Could you please list which documents you submitted for verification so far?
- Have you accumulated your winnings with the help of a casino promotion or a bonus? (welcome bonus, etc.)
- Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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
bigjos has 3d 15h 19m 17s to reply
Tomas is currently out of office or on vacation. It is possible that they will not be able to respond to this complaint as quickly as they normally do. Thank you for understanding.
