DuckyLuck Casino - Výběr hráče byl zpožděn.

Received a no deposit bonus and played it. I won $200. after meeting all wagering requirements. I had to deposit at least $25. in order to withdraw, so I did. I also deposited another $30. 2 weeks after, so 2 deposits in total. They emailed me an approval of deposit after I sent in all request documentation which I still have. Well... 4 weeks later I still do not have my withdrawal and the past 2 emails to their customer support went unanswered. I still have access to my account. They just are not communicating nor paying me my fairly won amount. I met all their wagering requirements, made 2 deposits with them and received a confirmation of approved withdrawal:... BUT no money after 1 month which is more than enough time to pay. Especial seeing that they get their money straight away, least they could do is pay in a timely manner. But paying in a timely manner would demonstrate a legitimate business which they are proving Not to be.

Dear Leondelmar,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise if your withdrawal has been approved already? All the requested withdrawals are being checked manually and if you have activated any promotional offer, the entire bonus session is audited for any terms of use violations. Together with the unfortunate Covid situation around the world, I believe that’s the reason why your withdrawal is taking a little bit longer than typically.

Could you please advise if you have received any winnings from this casino in the past?

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. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hi Petronela, appreciate your optimism. It has been 24 days and the last two emails to customer service did not get a response. Here is a copy of an email they sent me on 5/3:

Hello Lee

Your payout is being processed. As soon as it is ready to be sent you will be notified.

Ducky Luck Management

Thank you very much, Leondelmar, for your reply. Could you please advise if you have received any winnings from this casino in the past? Is your account fully verified?

Additional comments from the player:

"Hi Guru team, so surprisingly enough they actually paid out the withdrawal😳. I thank you for all of your assistance and will continue to subscribe😉"

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Leon, for your confirmation, and please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru