Complaint #16 Lucky Spins Casino

Declined payment with general explanation

By Saanahuotari

6 months ago

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.

Disputed Casino Lucky Spins Casino

Reason Declined payment

Amount €1636

Discussion

AskGamblers

• Support Team

5 months ago

Dear @Saanahuotari,

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

5 months ago

Thank you for your patience. Please see the reply from the team below:

Following a thorough internal review of the customer’s case, we have carefully re-evaluated the circumstances surrounding the confiscation of the winnings. After completing this process, we have determined that the winnings should be reinstated.
We can confirm that the full amount has now been returned to the customer’s account. This decision reflects our commitment to fair play and ensuring that all cases are handled with the utmost transparency.
We appreciate your patience while we conducted our investigation. Please let us know if any further clarification or information is required.

Lucky Spins Casino

• Representative

5 months ago

Hello

Apologies for the delayed reply. We will review the case and get back to you as soon as we have an update

AskGamblers

• Support Team

5 months ago

Dear Lucky Spins Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Lucky Spins Casino Complaint Stats

Resolved 5 / 6

Avg. Amount $1,965

Avg. Complaint Duration 11 days

Avg. Response Time 2 days

Lucky Spins Casino Complaint Summary

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

So far, 5 out of 5 complaints in this category have been resolved.

This operator's average complaint duration is 11 days, while the average duration across all operators is 8 days.

Lucky Spins Casino Complaints

See all complaints for this casino

Delayed payment still waiting

Im still waiting for 46000NOK.
They were processed and payed out according to luckyspins the 11th of june. They first told me 3 banking days, then they said 5 working days. Now it have been over 5 workong days and im still waiting.
They asked me for bankstatement from my bank, i sent it and im still waiting.

Resolved

kr46,000

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

700 euros of disappeared in transaction

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.

Resolved

€700

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