Payment delayed and rejected
I am submitting this complaint regarding LuckyAnon because my experience has been extremely disappointing and raises serious concerns about how withdrawals are handled.
Before registering, I carefully read the Terms and Conditions to ensure I was dealing with a legitimate and trustworthy casino. I have complied with all of the rules, completed all requested verification procedures, and have never violated any of the casino’s terms.
I have also successfully received withdrawals from LuckyAnon in the past, which demonstrates that my account has already been verified and accepted. However, my current withdrawal, which exceeds €75000, has been left pending without any valid explanation.
It is also important to point out that I played exclusively with my own deposited funds. I did not claim or use any bonuses, meaning there were no wagering requirements, bonus restrictions, or promotional conditions applicable to my gameplay.
The vast majority of my play consisted of blackjack, with a few sessions on slot games where I was fortunate enough to hit several significant wins. Since I played entirely with real money and without any bonus funds, there are no outstanding wagering requirements or other gaming conditions that could reasonably justify delaying my withdrawal.
What is most concerning is the complete lack of transparency from customer support. Instead of providing clear information, they repeatedly delay the process and give vague responses without explaining the reason for the hold or providing any estimated completion date.
Furthermore, I have written evidence from the support team confirming that my withdrawal would be processed on Tuesday. Despite this explicit confirmation, the withdrawal was still not processed, and no explanation has been provided. This broken commitment has severely damaged my confidence in the casino.
Delaying large withdrawals without justification while providing misleading information to customers is unacceptable. A reputable casino should treat all players equally, regardless of the withdrawal amount, and should communicate honestly and transparently.
I respectfully request that LuckyAnon:
Process my withdrawal immediately.
Provide a clear written explanation for the delay.
Explain whether any specific review is being conducted and, if so, the legal or contractual basis for it.
Improve the transparency and professionalism of its customer support.
LuckyAnon has now informed me that my withdrawal has allegedly been rejected because I supposedly violated certain Terms and Conditions, including their "multiple account" policy.
This accusation is completely false. I have only ever created and used a single account with LuckyAnon. I have never opened, controlled, or accessed any additional accounts.
I immediately asked the casino to provide evidence supporting this serious allegation, but they have refused to do so. They have not provided any proof whatsoever.
I also asked them to specify exactly which Terms and Conditions I allegedly violated. Once again, they refused to answer and did not identify the specific provisions that they claim I breached.
Making such serious accusations without providing any evidence or even identifying the relevant contractual terms is unacceptable. If a casino decides to confiscate winnings or refuse a withdrawal based on an alleged breach of its Terms and Conditions, it should be able to clearly explain the basis for its decision and provide sufficient evidence to support it.
At this point, LuckyAnon has failed to provide both. They have made unsupported allegations while refusing to answer my legitimate requests for clarification. I continue to deny any breach of their Terms and Conditions and maintain that my withdrawal should be processed in full.
I sincerely hope LuckyAnon will resolve this issue quickly and demonstrate that it operates fairly and in accordance with its published Terms and Conditions.
Resolved
