LuckyStart Casino - Player's withdrawal has been delayed.

In general, I have been waiting for my payout from this casino since September 25th. They asked for new documents from me endlessly for 3 days. On September 28th, they asked me to resend the wallet address and payout amount, which I did. Now, I have been waiting for 5 days. I write to them every day and they keep saying that my withdrawal request is being processed and that I will receive my winnings soon. My patience has simply run out. I'm patient, but when they give you the same response every day, it gets tiresome.

Hello slivik1,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with LuckyStart Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Please note that we recommend to wait at least 14 days for your verification/withdrawal to be processed specially if it’s your first ever request.

Looking forward to your answer.

Regards,

Nick

I don’t know at what point my account was fully confirmed. First they asked me for a passport and a residence permit no older than 90 days. Before loading, I asked if a selfie with a passport was required, as other casinos requested this. They answered no. Uploaded a bank statement, registration in the passport, passport. Then they asked for a selfie with a passport - I uploaded a selfie with a passport. This was all quickly checked and confirmed. Then they began to request screenshots of transactions from the crypto wallet and asked to confirm the movement of funds. I sent screenshots of my transactions, also confirmed that before making a deposit in their casino, I won in another casino and confirmed that money was coming from my cryptocurrency wallet to the card, and provided a statement. They were not happy that I took screenshots from the crypto wallet in the extension, but the difficulty was that I had a crypto wallet (browser extension), they asked me to take screenshots from the application, I somehow imported my wallet into the mobile application and provided them with screenshots. It seems like I got through it somehow, because I explained to them that I don’t really understand crypto wallets and provided what was in my power. They checked all this for about 3 days. Then they asked to be verified via Skype. I work a lot, we agreed on Tuesday, I told them the time. Then they said - by decision of the casino administration, we decided to make the payment without video verification and provide them with the payment amount + address again. I was glad that they would pay me urgently, but I have been waiting for 5 days now. They said earlier that they processed my request for payment, but for some reason due to some error the payment did not go through. They made the request again and are also diagnosing the error so that the second payment is successful. I registered at this casino for the first time through some forum back on September 17, and only on September 24 did I make my first deposit using the 120% bonus they offered in the amount of 3,723 RUB. I was very lucky. The last time I communicated with them was today about my payment, when it will be, I attached screenshots of the support response. I really want to get my winnings.

The full winnings were paid. This was my first deposit and I was so lucky. Since the account was blocked for a reason unknown to me - Until recently I didn’t believe that they would pay out... The complaint was resolved, still huge respect for this casino.

If anything changes in the future, I will be very happy to play with you.

Dear slivik1,

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,

Casino.Guru