UBERLucky Casino - Player's withdrawal has not been processed.

I withdrew a month ago, 12th February. All verification was good. I played premier league, and some winter sports( I am a skier myself).

But then there was an internal process, they said they would call me to check. I said okay, but I was frustrated, this took my time. And they have not call and things are taking time, they just say "we are working on it", that seems not right when it is over a month and nothing has happened. Will not recommend this bookmaker

Dear jensinejensen,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

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

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,

Kristina

I have passed the verification, I had the winnings with a bonus yes, wagered with football. No successful withdrawals before.

Thank you very much for your reply, jensinejensen. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

There many similar to this:

March 14, 2023 at 11:21

Chat started: 2023-03-14 10:12 AM UTC

(10:12:26 AM) Jensine J***: 4 weeks since withdrawal. still nothing. updating my review on casino guru. this is extremely bad service.

(10:12:33 AM) Customer Support: Welcome to our Live Chat! One of our Agents will assist you shortly. 

(10:13:08 AM) Customer Support: Our team is working to assist you and we will be with you shortly.

(10:15:28 AM) Customer Support: We appreciate your time and your awaiting. We will help you as quickly as possible, one of our team members will be with you soon.

(10:16:49 AM) *** Filipe joined the chat ***

(10:16:55 AM) Filipe: Hello Jensine :) and welcome to the live chat!

I am Filipe and I will be helping you today!

(10:18:27 AM) Jensine J***: yes I have said above

(10:18:29 AM) Jensine J***: problem

(10:18:34 AM) Jensine J***: 4 weeks since withdrawal. still nothing. updating my review on casino guru. this is extremely bad service.

(10:19:09 AM) Filipe: We are sorry for the delay, the matter is escalated will ask for updates. Once the team give us information we will reach you.

(10:19:11 AM) Filipe: Do you have any other questions or doubts that you want to see clarified?

(10:19:17 AM) Jensine J***: no,

(10:19:23 AM) Jensine J***: but nothing happends

(10:21:39 AM) Filipe: Soon as there are information some from the team will reach you.

(10:21:41 AM) Filipe: Thank you so much.

We are always at your disposal, 24/7, it will be a pleasure to help you.

I wish you a nice day.

(10:21:49 AM) *** Filipe left the chat ***

Thank you very much, jensinejensen, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hi jensinejensen,

I've just reviewed your case and am sorry to hear about your struggles with the withdrawal process. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear UBERLucky Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Could you please tell us what are the reasons for such a delay? Was the payout already processed from your side or it's still pending?

Please, feel free to send all the relevant evidence to my email natalia.b@casino.guru.

I'm looking forward to hearing from you.

Kind regards,

Natalia

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.

Hi jensinejensen,

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. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (complaints@gaminglicences) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia