LuckyKoala Casino - Player's withdrawal has been delayed.

my withdrawal of $4300 been submit by Jane 24, after it pending for 3 days they final ask for my photo with holding my passport on my hand, which I did, and then I wait another 4 days until today, I got an email from them said my withdrawal completed, but it’s actually fail, my money haven’t arrive to my bank account but it go back to my luckykoala account balance, l been talk to the live chat agent but they can’t help me much at all, they just said haven’t get reply from the financial department yet and just ask me to wait, I wonder if this Casino willing to withdraw my win? Is this casino legit?

Dear Easy2,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Have you received any explanation as to why your withdrawal was returned to your casino account? Was it due to a technical issue, or was there some other reason for it?

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

Do I understand correctly that you passed the full KYC verification?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

I did deposit $700 in total on June 24th Monday 2024, without any bonus, the first attempt of withdrawal was $4300 was fail, but the email they send me was post as complete, after I talk to live agent online they told me it’s a technical problem, and they asked me to choice another payment method instead of Interac, so this time I try on bank transfer, but this time I decided to withdraw all my balance $4900 instead of $4300, but I did read about review of other , the bank transfer they probably will fail again, hopefully not ! Also I been send multiple email to their customer support but so far I got 0 reply

Also I been send all my documents they required, also a photo of myself with my passport on my hand, my account been verified already as I been ask the senior agent online, they keep saying nothing to worry

Fund been received today! Thanks for helping 🙏🙏🙏

Dear Easy2,

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,

Veronika

Casino.Guru