UBERLucky Casino - Player’s struggling to withdraw his winnings.

Hallo,

Habe ein CasinoKonto bei Uberlucky und bei einem Hohen Gewinn ca 18.500 Euro, kann ich nicht Auszahlen.

Jedes mal wird es stoniert/nicht bearbeitet.

Danke

Dear Mehmet,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

Please understand, that without verifying your account, you won’t be entitled to any withdrawals.

However, I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hallo,

Mein Casino Konto ist verfiziert und im Livechat wurde mitgeteilt:

Hi MXXXXX,

We are contacting you from UberLucky customer support.

We are sorry for the inconvenience regarding your account issue.

Your account is temporally limited as our management is doing random checks on your account.

We will inform you once the checking is over.

Leider passiert nichts mehr (6Tage)

Danke

Please understand that it is a common procedure for casinos to audit players’ accounts, particularly, after accumulating a substantial win. From our experience, it may take 14 days, but every casino is different and has its own procedure which needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino. 

Could you please advise how many days ago was your account blocked?

Hallo CasinoGuru Team,

Nun seit einigen Tagen kann ich mich bei meinem Casinokonto bei Uberlucky.com nicht anmelden.

Da ist wohl etwas schiefgelaufen! Versuchen Sie es bitte später erneut, oder kontaktieren Sie unseren Kundendienst.

Im Livechat wurde mir gesagt: das mein Konto gesperrt wird und mein Gewinn einbehalten?!

Ohne Gründen,verstehe nicht wie Sie so ein Casino als GUT bewerten.

Ich bitte um Ihre Hilfe..

Thank you, Mehmet, for the update. Could you please advise if you’ve accumulated your winnings with or without an active bonus? Which games you’ve been playing (live games, slots, or multiplayer)?

Hallo,

Die Gewinne wurden ohne aktiven Bonus gewonnen.

Leider keine antwort von Uberlucky bei soviel Geld.

Da ist wohl etwas schiefgelaufen! Versuchen Sie es bitte später erneut, oder kontaktieren Sie unseren Kundendienst.

Sehr schlechte Erfahrung gemacht obwohl hier als GUT gelistet ist . 🙁

Could you please advise which games you’ve been playing (live games, slots, or multiplayer)? Thank you.

Hallo CasinoGuru Team,

Ich habe LiveCasino/Blackjack und Sportwetten gespielt.

Bis heute leider gesperrt mit über 18,000euro,

Glauben Sie,das dieses Casino Seriös ist?

Mit freundliche Grüßen

Mehmet

Thank you very much, Mehmet, for your reply. As you might know, our forum Casino.Guru, deals with the complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on sports betting-related issues. I'd like to inform you that if the problem will be related to sports betting we won't be able to help you.

Have you saved, by any chance, your game history before your account got blocked? If yes, you can forward it to petronela.k@casino.guru.

Dear Mehmet,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Hallo Casino Guru Team,

Nun sind es weit mehr als 14Tage und ich denke nicht,das dieses Casino zum empfehlen ist.

Habe dort Live Blackjack gespielt und vielleicht nebenbei 1-2Wetten plaziert.

Danke dennoch für Ihre Intresse,aber passieren wird in diesem Casino nichts mehr!!!

Finger Weg

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

Hello Mehmet.

I am sorry to hear about your troubles.

It looks like the casino probably discovered something they want to investigate more. While for casinos, these times are usually 14 days +- for sports betting, it could be much more. Usually somewhere between 1-3 months.

Unfortunately, in a situation like this, you need to wait. There is no way how we could speed the investigation up.

It has nothing to do with the rating of the casino. When the casino suspects some breach/fraud happened, they have a right to investigate the issue in the given time frame.

Could you please tell me when the casino block your account?

Dear Mehmet,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.