Complaint #23 Lucky Nugget Casino

Stalling on account verification and withdrawal

By Shelley M.

5 years ago

Message on forum

20 days ago I put in for a withdrawal with Lucky nugget casino. I got an email back saying my banking is incorrect, and they also refunded my withdrawal back into my Lucky Nugget account. This is what I got back from them: Kindly note that we are unable to process your withdrawal to you due to the following:
Your bank account details are invalid. Please select an alternative banking option or confirm your bank details (through bank statement or voided cheque).
Since then I have sent them (in an email) My voided cheque, 3 pictures of various credit cards, my drivers license, my SIN card AND a recent bill sent to my home address. I also downloaded all these documents on my profile on the casino. I have since gone through this exact same thing with them "7" times since then. I have gone on their instant chat (Because that is the only way of talking to this casino) 7 times as well. Each time I have been told that my inquiry has been escalated. 4 days ago I once again was on instant chat with them...I was assured this would be the last time, and my withdrawal would go through now. This morning I got the exact same email (for the 8th time) and the withdrawal is once again back in my account. I have been gambling with this casino AND all other Belle Rock casinos for MANY YEARS. I have not had this problem before.

Disputed Casino Lucky Nugget Casino

Reason Verification issues

Discussion

AskGamblers

• Support Team

5 years ago

Dear all,

Following an email confirmation from the complaint's submitter, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

Lucky Nugget Casino Complaint Stats

Resolved 4 / 12

Avg. Amount $3,842

Avg. Complaint Duration 7 days

Avg. Response Time 5 days

Lucky Nugget Casino Complaints

See all complaints for this casino

Unable to withdraw 19030

Starting on April, 4th 2026, I made a withdrawal for the amount of $19030.2. On April.6th, 2026 my payment went from "pending" to "processing" and on their website, they advertise how most withdrawals will qualify for express withdrawals which only have a wait time of a few hours. Instead, I waited over a week, constantly writing emails regarding the status of my update. I was told on Saturday, April.11th 2026 that my payment would be cleared within 48 hours, So on Monday I contacted them via email again regarding the status of my update to which they said "Do you have any urgent expenses you need the money for". I told them yes, I had payments due soon as I thought it would expedite the withdrawal and result in me getting it sooner. After that, they closed my account due to "responsible gaming" and keep delaying me in regards to my withdrawal. How is this allowed? Their team members even said the statement should have no impact on the status of the withdrawal. I have screenshots of the messages and have provided them below.

Unresolved

$19,030

Unpaid win and no answer from casino

I won $700 with Lucky nugget on the 4th December. And again on then 12th of December. The first withdrawal was rejected from the bank. Lucky nugget asked me to update my account details and I did and told them I had. They refunded the second $700 which i received. The first $700 had disappeared on my account history. I took screen shots of all and sent but nothing from them

Unresolved

$700

Waiting for long time and no payment

I have sent numerous emails, submitted my verification so many times.

No email reply to me, and $300 was never paid to me.

When asked to update my account, now there is no history of my refund, luckily I took a screenshot, which I have sent them on all the different contacts I could find, but they never reply

Resolved

$300

Seized account without any explanation

i ddeposit 100$ using echeck on their casino and when i clicked on deposit i realise thats was not my bank account and i have contact support to fix that right away befor starting playing and the guys told me he did the change and put my right bank account number and everything will be fix and the money will be taken for the deposit on the new bank acccount number and he deleted the wrong 1 and i make him repeat 5 time to make sure everythjing is ok.. i also told him we can cancel everything and pay the 100$ right away with my credit card to fix all this problem he told me no no no everything is fine the money will be take for your deposit on the bank account we fixed so ok i started playing and win 17k overall wich i put it on withdraw and after that they lock me out and they say after all of this they seized my 17k cuz the 100$ has rebound.......................................................... YA OK?

Unresolved

$17,000

Verification run around

About a week ago i cashed out $2400. They asked me for a utility bill which i sent. They then came back 3 times and said they havent recieved it. When they finally admitted to recieving the utility bill they then started asking for photo I.D which i again had to send multiple times. Still havent recieved confirmation that my withdrawal has been sent to my bank account. Im used to this sort of run around only reason im complaining is that it would be nice to have the money before christmas. Regards

Unresolved

$2,400

Refusing to comply with my request of a self exclusion

I have sent many emails regarding the closure of my accounts with this casino as well as every affiliate casino that they are involved with to no avail I feel like I have the right as a gambler to exclusion of my account with this casino and all its affiliates ever since asking to exclude myself indefinitely I have received many more emails and text messages and phone calls since trying to exclude myself not very responsible or fair gaming

Unresolved

Amount not credited

I made a deposit of 100euro the money I taken from my bank, but the Amount not credited still not credited, i have been contact the support for days now and nothing happened. They tell me to wait all time and don't care about my money that is taken from my bank. I send them screen shot and all necessary information they need. Still have not get my money. I have a slow chat history, it is on Swedish for all that can read this warning from this casino don't make any deposed at this casino if you don't want to lose your money away. They never contact me i spend hours in the chat and i never get response to my mail as promise from the support team.

Unresolved

€100

It is a long story but can anyone help us please. My son had his own account at Lucky Nugget on his computer. New Year I got a new laptop and tried to open my own account at same casino. Everytime I downloaded it went directly to his account, no login, couldnt log out. Tried it went straight into his account. Finally got onto a good agent, Harriet, she helped, we talked on the phone and I got my own account on my laptop.
My computer crashed, I had it repaired, tried downloading Lucky Nugget and same thing. Goes directly to my sons account. They told us to exit and loging but we do not have that option. They can see the login box on their side of the screen which we do not have this side.
Before my computer crashed I won a bit of money and played it down to $120.00.I tried to withdraw that, sent the relevant documents, but they wanted my sons id as well which is not a problem.Except the account is in my name my visa card was used for the deposit and my son has his own separate account.
We have done everything they told us to, cookies, delete and download again and nothing is happening except it goes directly to my sons account and play money.
The casino said they would sort it out and I have no been waiting 5 or 6 days for an email.
Can anyone please us? I enjoyed playing Lucky Nugget.

Resolved

$120

Lucky Nugget Casino does not pay me

Some 3 months ago I played at Lucky nugget casino with their welcome bonus. I deposited 143 and got 143 bonus. They have 30% bet limit for playing with the bonus. I made a mistake and made a couple of bets more than 30%. So they canceled my withdrawal. But then the casino offered me a second try.
They made my balance 286 again (143 cash+143 bonus). And I played again. This time I NEVER violated 30% maximum bet limit and won 786 euro. However, the casino confiscated all my winnings and paid only 143 deposit back to my account. No explanation from the casino till now. They also closed my casino account for unknown reason. Please, help.

Unresolved

Lucky Nugget Casino not paying out

I registered with Lucky Nugget casino and took part in their first deposit promotion which was a 150% match bonus up to €200.

I made a deposit of €133 giving me €199.5 bonus on top of the deposit.

I played a slot game called Scrooge for a while but as my balance kept on getting lower I decided to cut my losses and withdraw my remaining cash balance of €65.79 forfeiting the remaining bonus balance. This was clearly allowed to be done in their promotional terms and conditions and the software allowed me to do it.

After I had made my withdrawal I decided to make a second deposit as I realized I would probably only need to have a few more spins in the slot to activate free spins feature. No bonus was added on top of my second deposit. I continued to play the slot Scrooge. Free spins were triggered on the slot and the game gave me winnings. I made a withdrawal only to hear that my winnings had been confiscated and my original deposits would be returned to me.

I am accused of "negative activity and advantage taking". Surely it can't be so that the casino always has to have the edge. Why do they give bonuses if they want to have the edge in all cases? I'm not even so certain if I had the edge by accumulating the free spins with bonus money and launching it later with real money. By doing so I could have easily lost my first deposit as well as the bonus and made a loss even after the free spins. I just played the games as they are presented to me.

In my opinion if they are to void my winnings the software should have reset the free spins accumulated on the game Scrooge after the bonus balance went to zero (i.e. a withdrawal was made to forfeit the bonus), or there should have been a mention of this in the promotional terms and conditions that prohibit the game in question, or at least prohibit to accumulate free spins with bonus balance, or something like that. None of this is written in their terms and conditions.

A winning player must be paid when he has met the terms and conditions.

Unresolved