Complaint #24 Lucky Hunter Casino

Refusal to set self exclusion

By mchan

4 months ago

Clients have no access to responsible gambling tools. But when i sent email to customer support to set self exclusion, no reply has been given and no self exclusion set or cooling off set despite sending several repeated emails and contacting live chat several times within last month. This is very bad.

Disputed Casino Lucky Hunter Casino

Reason RG tools related

Discussion

AskGamblers

• Support Team

4 months 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.

mchan

4 months ago

The issue has now been resolved. Thanks

AskGamblers

• Support Team

4 months ago

Dear @mchan,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Lucky Hunter Casino

• Representative

4 months ago

Hello mchan,

Thank you for bringing this matter to our attention.

We have carefully reviewed the situation from our side and, unfortunately, we were unable to locate the emails referenced in your message. It appears that these requests were not received by our team.

Nevertheless, we fully understand the importance of such requests and would like to confirm that a self-exclusion has now been applied to your account.

We sincerely regret any inconvenience caused by this situation and appreciate you bringing it to our attention. Should any further assistance or clarification be required, we remain available.

Lucky Hunter Casino Complaint Stats

Resolved 10 / 10

Avg. Amount $1,351

Avg. Complaint Duration 4 days

Avg. Response Time 2 days

Lucky Hunter Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 4 out of 4 complaints in this category have been resolved.

This operator's average complaint duration is 4 days, while the average duration across all operators is 8 days.

Lucky Hunter Casino Complaints

See all complaints for this casino

VIP Promotional Offer Not Rewarded

Lucky Hunter was running a promotion for VIP users (screenshots have been attached):
'Our referral bonus has been doubled exclusively for VIP from August 17-23! Share your unique link and earn $400 for every friend who joins!'

It state's that you 'earn $400 for every friend who joins'. All the terms and conditions were followed, and both referals signed up through my link and deposited $100.
The first referral was on 21st of August 00:07 to which I received the initial $200 for referral and them depositing $100, plus they added another $200 as per the promotion which I could claim (you can see in the second screenshot this bonus is called 'VIP Referral Bonus') with the date and time to match as the referral that came with it.
The second referral was later that day, 21st of August at 8:10 to which I received the $200 bonus from the referral and him depositing $100, but I never received the 'VIP Referral Bonus' for this one.

I spoke with four different tech support on live chat to try get assistance, to which I got different responses where they weren't even willing to contact the relevant department for more information. Eventually the last one was able to get somewhere, but came back and said (screenshot of conversation attached):
"As Ihave now checked with the relevant team, it seems the promotion is available for the first person that you invite. am truly sorry about that."

I explained that it literally state's $400 for every person you sign up, to which replied:

"Yes, it does, and you are right, but unfortunately it is for the first person who you invite."

I then go to contact my VIP Manager to which I have sent multiple messages in the last 72 hours, where I have only received two replies basically ignoring the problem and saying she has passed it on to the relevant team and is monitoring it closely.

It seems wild to me that a casino can use promotional activity to get VIP players to get their friends to sign up and deposit by luring them with claims to get extra bonuses, but then only reward them once.
Whether this was the case for only the first invite, it is not how the promotion is marketed or stated and at the bare minimum I would expect them to honour and award their poorly run marketing campaign.

Resolved

$200

Casino has ignored multiple email requests to close account

I emailed lucky hunter support multiple times over the course of 2 weeks to close my account. As the casino has absolutely no gambling controls settings I expected a quicker response. I haven’t heard anything back they have completely ignored my email. Their chat support is unable to do anything and simply refers me back to the email. This is a negligent, unethical and frankly dirty tactic. I would like them to close my account.

Resolved

Verification delay issue many times

I am extremely disappointed with Lucky Hunter Casino’s verification process and customer support. I already submitted my bank statement multiple times, and this exact document has been successfully approved by many other platforms and applications without any issues. However, Lucky Hunter Casino keeps refusing to verify my account without giving a clear explanation.

What makes the situation worse is that this process has been dragged out for several days. Every time I contact support, I either receive generic automated responses or no real assistance at all. Instead of helping customers resolve problems efficiently, the support team keeps delaying the process and asking me to wait again and again.

As a customer, I expect a professional and transparent verification procedure, especially when I have already provided valid documents. The lack of communication and unwillingness to properly assist users creates frustration and makes the platform appear unreliable.

I understand that security checks are important, but there should also be reasonable customer service standards. If other regulated apps and platforms can verify the same bank statement without difficulty, there is no reason for Lucky Hunter Casino to continuously reject it without proper clarification.

Overall, this experience has been very stressful and time-consuming. I hope the company improves its verification system and trains its support staff to handle customer concerns more professionally instead of ignoring or delaying legitimate requests.

Resolved

Document issues

Hi,

I am writing to file a formal complaint regarding my withdrawal request at Lucky Hunter Casino.

It has now been over a month since I submitted my withdrawal of 3500€, and despite providing all the requested documents (including salary slips, bank statements, and passport copies), the casino continues to delay the process by repeatedly asking for new documents. This ongoing delay is unacceptable.

I have fully cooperated with every request, yet no progress has been made. I kindly request that you immediately review and process my withdrawal without further unnecessary delays.

Thank you.

To support my complaint, I have attached photo proof from the live chat.

One screenshot shows the conversation confirming that my account is verified. The following screenshot shows a response telling me I have to wait "a bit more," even though it has now been over one month since verification. Also showing my uploaded documents which have "clock" sign on them which means they are not verified and its been like that for 3 weeks.

Resolved

Ignoring Limit requests

I have attempted to set a deposit limit 4 times, twice through chat and twice via Email. It has been over 24 hours and I am getting no responses yet I can still deposit.

I identified I had a problem gambling on this website and took steps to limit myself but I have been ignored.

You can see in the screen shots I have deposited a total of $657 NZD after making my request. Though I think 6 hours would be reasonable to action my request so based on the time lines I am only asking for $507 to be refunded to my account so I can withdraw this.

It is now well over 24 hours since my initial request and I still have no replies from them and no active limits in my account.

Their chat agents say they do not have the power to set limits and I need to email. but the emails do not get responded to. As you are part of Dama NV and promote responsible gaming features I feel as I have been severely let down in my ability to restrict myself.

I would ask to be refunded $507 and have my $50 monthly limit placed on my account immediately please.

Resolved

$507

Reign of thunder network tournament prize

Hi!
I am writing to formally lodge a complaint against Lucky Hunter Casino regarding the non-payment of my €10,000 first-place prize from the Play’n GO network tournament, "Reign of Thunder," held from September 24, 2025, to October 1, 2025.
According to the tournament terms, all prizes were to be paid to players within seven days of the tournament’s conclusion. As of today, October 9, 2025, I have not received my prize, despite the deadline having passed. In contrast, friends who participated in the same tournament on a different platform, PAF Casino, received their prizes on October 1, 2025, the day the tournament ended. This discrepancy suggests that Lucky Hunter Casino is unnecessarily delaying payment.
I have contacted Lucky Hunter Casino multiple times over the past week and received repetitive responses stating that they are awaiting tournament results from Play’n GO. However, given that other casinos have already disbursed prizes, this explanation appears misleading. I am concerned about the casino’s intentions, especially as I have read reports of similar issues with other smaller casinos and noted that Hollycorn N.V., which operates Lucky Hunter, has previously received warnings for related matters.
To support my claim, I have photographic evidence, including:

The Lucky Hunter Casino logo
The tournament scoreboard showing my first-place ranking
The tournament’s start and end dates
The conversations with casinos support service

I kindly request your assistance in resolving this matter promptly. I expect the €10,000 prize to be credited to my account without further delay.
Thank you for your attention to this matter. I look forward to your response.

Resolved

€10,000

Lucky Hunter Casino - Payout problem

Hello, I want to withdraw my €1000 balance and every withdrawal attempt is aborted and new documents are requested! The last document
I was asked to upload was an unprocessed bank statement, which I did! Now the next document is simply requested!??
No matter what document I upload, it is always rejected!

The problem has been going on since November!

Thanks

Resolved

€1,000

Payment failed never received money

Hello,

I deposited 50 euros with this casino on 31 Jan 2024, 14:56 with Sofortüberweisung. The payment was debited directly from my bank account on the same day. The payment has not been credited to my bank account or player account until today, 08/02/2024.

The payment provider was: Picar Pay LTD

Intended use: F38ZKY1L Payment

Credit balance: 50 Euro 31 Jan 2024, 14:56

Until today the support only writes excuses that I should wait, I have now waited more than 7 days and there is no reaction or credit.

The payment was also rejected directly, but debited from the bank account as described above. I would like my money back with immediate effect.

Resolved

€50

Deposit went missing and No Reaction

I tried to deposit on the 08.12.2023. my deposit got cancelled but the money still booked from my bank account.

I contacted Customer Support, got no answer. The live chat asked me for screenshots which I provided them, the told me to forward it to payment department but I didn't got any answer and they are not reacting anymore.

Resolved

€100