Complaint #2 Lucky Spins Casino

700 euros of disappeared in transaction

By abelnaess

3 years ago

I tried to deposit around 700€ in to my LuckySpins wallet. The client withdrew money from my bank account, but said that the transaction failed. I’ve asked them numerous times for help, but nothing seems to happen. It has been over 1,5 months since it happened.

Never happened to me at any other casino I’ve used.

Disputed Casino Lucky Spins Casino

Reason Declined payment

Amount €700

Discussion

AskGamblers

• Support Team

3 years 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.

abelnaess

3 years ago

Hello again,

That is okay. I will not go further with this complaint. Thank you to the AskGamblers-service! You can regard this issue as solved.

Best regards,

AskGamblers

• Support Team

3 years ago

Dear @abelnaess,

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 Spins Casino

• Representative

3 years ago

Dear player,

Please note that when it comes to your transactions made on Sept 15th you had 6 deposit attempts (5 in the amount of 1000 NOK) and one in the amount of 3000 NOK, and all of the attempts were successful which means every single transaction made on the 15th was successfully credited to your player's account
(SS of the transactions submitted).

The exact time entries in which the transactions were made are listed below, and you should be able to check quite easily and match the time entries with the ones on your online banking pages as additional proof that no other charges were made on our side on Sept 15th and Sept 16th

19:02:32-1000 NOK
19:19:41-1000 NOK
19:32:44-1000 NOK
19:50:37-1000 NOK
20:09:15-1000 NOK
20:30:51-3000 NOK

Once again thank you for your cooperation, and please let us know if there is anything else needed from our side

Lucky Spins Casino Complaint Stats

Resolved 4 / 5

Avg. Amount $1,428

Avg. Complaint Duration 11 days

Avg. Response Time 2 days

Lucky Spins Casino Complaints

See all complaints for this casino

Declined payment with general explanation

I am writing to file a formal complaint regarding the confiscation of my winnings (€1636) by Lucky Spins. Despite multiple attempts to seek clarification, I have only received vague references to general terms and conditions, specifically relating to using strategies or methods since I have only played 1 or 2 different slots. I haven't got any concrete explanation of what actions I allegedly took that violated these terms. These accusations by Lucky Spins do not apply to me in any way.

I find this lack of transparency unacceptable. As a customer, I have the right to understand the exact reasoning and evidence behind such a serious decision. Simply citing broad clauses without detailing the specific behavior in question raises concerns about fairness and accountability.

Resolved

€1,636

Self Exclusion Stalling

After messaging the support telling that I have no control and having gambling addiction issue. The team remain actionless. The website does not have any self exclusion button which is unsafe to any gambling addicts.

I am submitting a complaint and demanding compensation because this casino is does not do any action after surrendering and requestion for self exlcusion.
Please see attached email.

I have been emailing them clearly advising to be permanent exclusion due to gambling addiction.

Its is not safe for the player all casino should have self exclusion to be accessible.

Unresolved

Payment delayed for more than a month and a half

Hi, I made an account and won around 88k NOK. I verified my account and withdraw half of it successfully. Then I tried to withdraw the rest of it ( 44k nok) but they keep saying its a problem (technical issue ) and to retry withdrawing my money ( from almost a month ago). I tried numerous times but still have the same issue and I don't get any help from them, chat support just keep telling me to redo the withdrawal and "it'll be good this time" ( it wasn't good any of those times).

I just want to withdraw my money but I don't get any help.

Resolved

kr44,715

Verification pending and withdrawal held

I have submitted all the valid documents for my verification and still they are keeping it on hold without any reason asking me provide documents with zip code, where in India we have only Pin code instead of Zip code. All my documents passport, driver's license, utility bills and bank statement have Pin code with City name written and they are telling me that it's not written. Also my withdrawal is held and withdraw initially deposited money nor winning amount. Please help me with this. I'm attaching files of email and my provided documents.

Resolved

₹9,920