Slots & Luck Casino - Delayed withdrawal and lack of communication from the casino.

I made a BTC withdrawal on 12/20 for $500. It still shows pending and previous withdrawals I have done didn't take more than 3 days. What worries me is the 24/7 chat has been disabled, they haven't responded to any of my emails which prior to this they were good about and lastly their phone# goes to a busy signal then dead space like it's been disconnected.

Dear ceralynn95,

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 the 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, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.

Dear Petronela,

Thanks for your quick response. I have already done KYC and in fact have had 2 previous withdrawals prior to my last one on 12/20. The process time for previous withdrawals was 24hrs and 48hrs that is why this was a little disconcerting. I have sent 3 emails, sent messages on their Facebook page and not 1 of my correspondences have they responded to which is highly unusual. Prior contact with them was very responsive and issues handled rather quickly. All this on top of their phone# no longer works, 24/7 chat has been removed and my last email was returned due to their email no longer works makes me a little worried. On there Facebook page there were a few comments from other patrons the past 2 weeks in regards to withdrawals not being processed and still showing pending. Also contact from them has suddenly stopped. I'm not sure if you will be able to do anything or find out if they have shut down but whatever you need from me let me know. If anything I hope this prevents others from making deposits and losing their money. Thanks again Petronela

Kind Regards,

Kris B***********

Thank you very much, ceralynn95, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello ceralynn95,

My name is Michal and I will be assisting you with your case. I would like to request the presence of a representative from the casino in this conversation.

Dear Slots & Luck Casino,

Could you possibly provide additional information regarding the delayed payment and clarify the situation?

Thank you in advance.

Respectfully,

Michal

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

It also seems as if the casino had closed as per the time of closing of this complaint.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal, Casino.Guru