Complaint #5 Lucky Red Casino

Withdrawal request

By [email protected]

12 years ago

Message on forum

I am very frustrated about the customer service I have received from the above online Casino.

Customer service only seems to be effective when customers are making Deposits, and not withdrawals.

I waged a small amount of money over ten days ago.

I won a significant amount, although not a fortune.

Upon winning, I immediately requested a withdrawal.

I faxed the supporting documentation the following day - with the understanding it would be processed in 48 hours.

After checking 48 hours- with customer service - I was told I need Color Copies of my documents.

Customer service did not contact me to say they needed these documents - I had to contact them when my Withdrawal request was declined.

Nowhere in their requirements can I find where it says they need Color Copies of your bank card/photo id.

I faxed Color Copies the same day customer service said they needed them.

The next day, my withdrawal request was Again declined.

Upon "customer service" I was told that I need color copies. What email did I send them to?

So While still talking to customer service - I emailed Color Copies to them.

Customer Service Verified the receipt of said documents - and my withdrawal request would "probably" be processed on Monday.

Because the cashier's office does not work on weekends - they just take your money on weekends - in the middle of the night and during the day - but don't make payments.

It is now Monday. First thing, I checked my balance and my Withdrawal Request from Friday 8/4 was again Declined and ready and waiting in account to Play online!

I contacted "customer service" and the first thing they said, was that they were still waiting to receive my color copies?

Later the person verified that they were received - or at least I think they did.

Now maybe, again, the payment might be processed tomorrow - as today is a Bank Holiday in England.

What does the bank Holiday have to do with the Cashier's office? Are they not working? Will they the proper documentation tomorrow, or will my request for my winnings again be Declined?

Also, when "chatting" with customer service, I have not found a way to copy that conversation for use the Next time I talk to customer service and they say they haven't received by Color Documents.

I can only believe they want me to give up, and/or gamble away my "winnings" - much simpler losing then having to collect winnings.

Below is a record of the numerous requests I have made.

9/2012 8:31:54 AM Courier Cheque Withdrawal Requested ($1,850.00)

4/9/2012 7:39:31 AM Courier Cheque Withdrawal Declined $1,850.00

4/6/2012 9:21:39 AM Courier Cheque Withdrawal Requested ($1,850.00)

4/6/2012 5:06:48 AM Courier Cheque Withdrawal Declined $1,850.00

4/5/2012 5:59:00 PM Courier Cheque Withdrawal Requested ($1,850.00)

4/5/2012 10:11:49 AM Courier Cheque Withdrawal Declined $400.00

4/5/2012 10:11:35 AM Courier Cheque Withdrawal Declined $750.00

4/5/2012 10:11:11 AM Courier Cheque Withdrawal Declined $350.00

4/5/2012 10:11:00 AM Courier Cheque Withdrawal Declined $350.00

3/31/2012 10:56:34 PM Courier Cheque Withdrawal Requested ($400.00)

1 2

Disputed Casino Lucky Red Casino

Reason Delayed payment

Discussion

AskGamblers

• Support Team

14 years ago

Unfortunately, player failed to provide adequate feedback within the given 96-hours time frame for response. As per the AskGamblers Casino Complaints Service terms and guidelines, player is supposed to provide updates on their issues in a timely and responsible manner, something that player did not do regrettably.

Based on the above AskGamblers Complaints Team consider the case as resolved and it being officially closed now.

AskGamblers

• Support Team

14 years ago

Dear @royandsuemueller@gmail.com,

Please confirm if the issue has been resolved. Please be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation

AskGamblers

• Support Team

14 years ago

Dear @royandsuemueller@gmail.com,

Please let us know if there's an update regarding your ongoing complaint.

Lucky Red Casino

• Representative

14 years ago

Hi,

Just to address the Bank Holiday issue first. Cashier cannot process withdrawals when the banks are shut over a public holiday so the cashier department are limited as to what they can do to help during holiday periods.

I see your documents have now been approved and you have been in contact with our CS team and all seems to be progressing for you.

I think this is more of a case of unfortunate time with the UK bank holiday.

Regards to the documents, maybe this should be more clear that they should be colour, however this hasnt been an issue that has been raised in the past to my knowledge. I will put this forward to be made more obvious to save any future issues for new players.

Sorry your expectations were not met for your first withdrawal, now we have all required documents all should be a lot smoother going forward.

Lucky Red Casino Complaint Stats

Resolved 14 / 23

Avg. Amount $766

Avg. Complaint Duration 14 days

Avg. Response Time 2 days

Lucky Red Casino Complaints

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