Complaint #6 Luckster Casino

8000 delayed withdrawal still outstanding

By Kjocie

2 years ago

I have made many previous withdrawals with the max withdrawal of mine being £801. I won a substantial amount and requested a cash out withdrawal of £8000. I have 3 cards on the account, and have had withdrawals to 2 of them no problems. One of them was verified. I have since had all cards verified.

I requested £8000 withdrawal to the card previously verified.

I have still not received confirmation withdrawal has been processed it is still just sat in pending and was informed repeatedly by customer services live chat and via email that this would be done within 48 hours as per Luckster Casino terms. It is now well over that timeframe. Having spoken to chat they keep just sending auto messages and saying there’s no further update it’s with the payments team, but the payments team have not been in touch regarding this. There is absolutely no reason at all that this withdrawal should not have been processed within the terms other than them not wanting to pay me the winnings. I have taken screenshots of absolutely everything.

I have since emailed the provided email address twice with no reply and all the live chat keep saying is “please wait for an update via email we can’t do anything on live” again and again.

As they don’t process withdrawals over weekends and today is Friday I know realistically this is now even further delayed. I’ve played and withdrawal many times so I should not be facing these issues now.

This isn’t something I wanted to put up publicly but I have exhausted my options directly with the casino.

Please help - as I said I have all correspondence evidence as well as evidence of the win and of the withdrawal cash out request and confirmation of verification etc.

Disputed Casino Luckster Casino

Reason Delayed payment

Amount £8001

Discussion

AskGamblers

• Support Team

2 years ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

Kjocie

2 years ago

Casino paid me this morning. No explanation to why it was delayed. No confirmation of payment, just landed in account.

AskGamblers

• Support Team

2 years ago

Dear Luckster Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Luckster Casino Complaint Stats

Resolved 3 / 4

Avg. Amount $2,638

Avg. Complaint Duration 13 days

Avg. Response Time 2 days

Luckster Casino Complaints

See all complaints for this casino

Missing moneys in my account

I won from sports betting. Last week when I logged into my account all my money was gone the account balance went negative.

At first I thought it was a technical problem but now it seems really bad that they don't answer me anything. I have asked them every day about this but no answer.

Unresolved

Delayed withdrawal

Please help me to receive my funds.

On 29-05-23 I cashed out £200 from my account.

On 30-05-23 Luckster requested additional documents for verification, which I sent.

It has been 11 days since then and the cashout still has not been processed.

They declare in the terms that processing time of a cashout takes up to 48 hours.

I asked about that on live chat, but it changed nothing.

Resolved

£200

Bonus removed even though wagering requirement was met

I made a 100€ first deposit using the link on the 100% sports welcome bonus page on Sept 18. I didn't get the bonus, I contacted support, they told me I should bet the 100€ first. There was no such rule in the bonus T&C, but I made two 50€ bets anyway and eventually got the bonus, with 900€ wagering requirement. I made another 50€ bet which met the bonus rules, but the wagering calculator didn't move - it stayed at 900€.

I contacted live chat and was given all kinds of reasons why the bet didn't qualify, all of them false. The support agent didn't seem to understand the issue, so I tried again a couple of days later. This time I was told the case is under investigation by the relevant department and I would be contacted via e-mail. I didn't hear from them in the following two weeks. The wagering time was ending, so I made 850€ worth of qualifying bets just in case and ended up with a 191€ balance. The wagering meter still hadn't moved. I contacted support via the form on their support page and got a reply in broken English which I didn't understand. I contacted live support and was told the issue is still under investigation. A month later I had still not heard from them.

In the meantime, the bonus amount 100€ was deducted from my balance (and the remaining 91€ is still shown as bonus funds). Again I opened live chat and was told the bonus had expired. I told I had met the requirements and they said the case is still under investigation and they will get back to me via e-mail. Two weeks later, I hadn't received an e-mail and contacted support once more and was told the bonus had expired. I was never given an explanation why my bets didn't count towards the wagering. The main problem is that they are almost impossible to communicate with. Live support doesn't seem to know or understand anything and don't speak very good English, there is no e-mail address and they rarely reply to questions sent via the contact form.

Resolved

€191