Complaint #12 Lucky Bird Casino

Not honoring self exclusion and refund request still pending

By San I.

5 years ago

Message on forum

I made first a complaint on 23 July 2020 but it got rejected because “pending casino investigation going on”.
I made a complaint 13 July 2020 to Lucky Bird casino that I wanted all the deposits back made between 2019-11-20 and 2020-07-09 when I should have been self excluded permanently due to gambling addiction. They replied that same day that my refund request was submitted and that the payment department would contact me for further instructions. They still haven’t contact me and it has been almost one month. They keep saying the same thing in every reply and sometimes they don’t even reply or just close the chat when I ask for more information or contact. I don’t think they will refund me or acknowledge that they didn’t honor responsible gaming or my refund. How long can they keep saying that my refund is pending? I think if they see my complaint here that they will actually reply to me and not just ignoring me like they do now. Please do not just reject this complaint. I have more emails and screenshot if you need.

Disputed Casino Lucky Bird Casino

Reason Other

Amount €12000

Discussion

AskGamblers

• Support Team

5 years ago

Dear all,

After a careful review and consideration of all the information, details and/or proofs presented by parties during the complaints process, AskGamblers Complaints Team reached to the conclusion that player somehow forgot to inform us in details what truly happened with her dispute against the aforementioned casino.

AskGamblers Complaints Team maintains zero tolerance towards players, who are not interested in providing the necessary level of cooperation or using AGCCS in a bad faith, therefore this case is being rejected.

Moreover, AskGamblers Complaints Team recommend Lucky Bird Casino to take into the serious consideration and improvement of Responsible Gambling policy and procedures to avoid misunderstandings and protect player's interests in more clear and unambiguous way.

sanita00

• Sweden • 3 reviews

5 years ago

And here as well.

sanita00

• Sweden • 3 reviews

5 years ago

And here because I can’t attached more than few at the time.

sanita00

• Sweden • 3 reviews

5 years ago

Here are emails.

Lucky Bird Casino Complaint Stats

Resolved 1 / 3

Avg. Amount $1,825

Avg. Complaint Duration 4 days

Avg. Response Time 2 days

Lucky Bird Casino Complaints

See all complaints for this casino

Casino refuses to let withdraw and closed my account

This casino after limiting my account has also blocked access to it. I can not log in.

After contacting the support through chat they say that I have violated some rules which in my opinion don't have a base. They refuse to give details in which case of bet I have violated the rules.

My account is fully verified by the way.

Before this they voided a bet saying that the result of the match was known before as a fixed match, while the match was available to bet in their bet provider, i asked them to give me proof of this but they didn't have, so IMO they just guessing or just don't want to pay winners, because they lost money from this. So they just void any bets they want, which is unfair play to me.

I asked the payment team again through email to release at least the funds, but they denied it again.

I will attach some screenshots from their emails and a transcript from their chat. In case u need more info on this let me know, and I will give you everything possible.

Thank you!

Unresolved

€110

Payments get rejected all the time

I´ve requested a couple of withdrawals that were processed through Jeton payment system. Everything worked properly.

Then out of the blue they´ve removed Jeton and just allowed bank transfer. However this could never be done. I´m waiting for months and they just keep saying that it´s not working and so on. With such delay they even obliged me to make another deposit saying that in their terms & conditions that if I don´t make a deposit for the last 30 days then I cannot ask for a withdrawal. Of course after the deposit they just keep saying that payment is failing and for me to wait. Probably till the 30 days so they force me again to deposit.

I´m tired of waiting so I kindly ask Askgamblers to submit a complaint to get my withdrawals processed.

Thank you!

Unresolved

CHF1,000

Unable to withdraw using bitcoin

I opened this account on 20 Nov 2020.

I have made 4 deposits, each time using Bitcoin. The casino has always accepted my bitcoin deposit.

I have made a few withdrawals, and these are normally paid to me within a few days.

My last deposit was made on 2 March 2021.

I now have a balance of 3,685 and I am unable to withdraw using bitcoin.

When I first contacted support, they simply tell me to clear cookies etc. - This made no difference.

I was then told "we will send this to the responsible department" - I am not contacted by anyone for three days.

I try again today, and the option is not available. Support tell me to use ecoPayz instead.

I do not have an ecoPayz account, and creating one is not s simple task. Even if I do manage to create one, there is no option to transfer from ecoPayz to Bitcoin.

The reason I play Lucky Bird is because I can deposit and withdraw using Bitcoin.

My account is fully verified.

How can a site allow deposit using one method, and then insist you withdraw using a different method?

Sending a payment using Bitcoin is the EASIEST method in the world. They have my wallet address, just send me my money!!

Resolved

€3,685

Withdrawal to Australia impossible

I have a $3000 withdrawal that has been rejected 3 times. The only method for withdrawal they offer Australians is VISA. They keep telling me my provider is rejecting the payment and that I have to use another card. I did this. It too was rejected. These banks were St George and ING. I was told to make another request. After several attempts they have told me the VISA card I used to deposit money will not accept my withdrawal.

I am at a dead time end because no-one responds to my emails. I have had no clarity or support in how they are going to pay my money since their only option is not working.

Live chat operators tell me to try a different card. This would require me opening an account with a different bank and no doubt rejected again. No-one is offering a solution to pay me my winnings. They cannot even tell me which VISA in Australia support card withdrawal.

I have no issue with other casinos making withdrawals using bank wire or card method. It is becoming increasingly impossible to resolve this matter. It has been a week. After requesting a phone number to call someone well over 8 times i was given a number that no-one even answers.

Please help!

Rejected

$3,000