Lucky Owl Club Casino - Hráč tvrdí, že platba byla zpožděna.

Please see my posts in the forum

Dear Ishme23,

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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Ok thank you so much for assisting me. I had previously received a cash out on February 22nd and proceeded to deposit the next day and that is when I won but have been given the run around about "technical issues" that can't be defined. I have been told 24-48 hours 3 different times only to be told by a different agent it is being looked into. There were no issues on the first withdrawal but since a bigger win there has been an issue.

Dear Ishme23,

Have you received your withdrawal from the casino yet?

No I have not. This was the same old story I have been getting for 2 weeks from a couple minutes ago. Please help. I appreciate it a lot.

I still haven't received....just got this response...

As you can see...same response....no resolutions at all....thank you for helping me.

And just now this...

Is there anything else I can be doing?

Thank you for your reply, Ishme23. Do Iunderstand correctly that you have made successful withdrawals in the past? Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.

Here is the screenshots of my withdrawals.....the bottom one is the approved one I had....the rest are all of my attempts to withdraw...they told me there was a "computer problem" and to check back in 24 hours....that has been the same response for over 2 weeks.....the 3rd screenshot is the error message I get everytime trying to withdraw....live chat doesn't even respond now .

Can you please help me? No one has ever returned my emails from the casino and now live support won't either. My account is still active with my balance and I'm getting emails for their promotions but no responses to anything. It's not a lot of money to some people but it is to me. Please help.

Thank you very much, Ishme23, for your cooperation. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.  

Ok thank you. I still have not been able to withdraw.

Dear Ishme23,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Lucky Owl Club Casino representative to join this conversation.

Dear Lucky Owl Club Casino,

Could you please clarify, why the player hasn't received his withdrawal yet?

Thank you in advance,

Mirka

I've even tried to talk to someone in the forum for new players to sign up and I get ignored. This isn't right!!!

Thank you for the update Ishme23 , we are waiting for the casino to reply and clarify the situation.

I just wanted to share more of my attempts to withdraw threw their site (which I had previously done before) that ends up as rejected. I thank you for all of your help in this and I really hope to get it resolved.

Also more silence....notice the time of the screenshots....

Any updates you can help me with please?

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.

So what should I do? Is my money going to get lost?

Is there anything else I can do?

Just had this conversation as a guest since no one will talk to me in the live chat....

Dear Ishme23,

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. 

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 could 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. 

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,

Mirka