Complaint #7 Lucky8 Casino

Withdrawal not paid proof of claim added

By OliverBreu2476

3 years ago

Message on forum

< full name removed > I was playing slots on lucky 8 casino in Canada. Before playing I read some reviews on the site and believed it to be a legitimate site. I deposited 200 dollars Canadian on my first deposit plus 2 additional 100 dollar deposits. I declined the bonuses on the on the 2 100 dollar deposits. I played the games "sugar rush" and "second strike". I had multiple wins playing "second strike". One of which was worth 15236.00. This brought my balance to 38443.02. I requested a withdraw of 4000 Canadian on Monday October 17th which the site said was being processed. The sites withdraw policy says the withdraw will be processed within 5 to 10 business days. Withdraw has not been paid yet. The site has also locked my account on October 26th after I tried to change my password . I've tried emailing and calling there customer support and have not received any response. I currently have a balance in the account of around 30000.00 dollars Canadian. I cant give an accurate balance as they are not allowing me access to my account. I have screenshots of my winnings and emails if needed but I cant see how to attach them to my complaint message. Thank you for your time in this matter. Please let me know if there is a solution to my complaint. Sincerely Oliver

Disputed Casino Lucky8 Casino

Reason Delayed payment

Amount $30000

Discussion

AskGamblers

• Support Team

3 years ago

Dear @OliverBreu2476,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if the required verification paperwork has already been sent to the Lucky8 Casino team accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process. Should you refuse sending the required verification paperwork or fail to update your complaint in a timely manner, we will have no other choice but to reject the case and recommend you to forward it to the relevant regulatory body.

Thanks for your cooperation.

Lucky8 Casino

• Representative

3 years ago

Hi Ask Gamblers team,

We have had a closer look to the above complaint from the player. Indeed, the withdrawal attempts were rejected due to the KYC process not being completed by the player, before his account was locked due to multiple login attempts with incorrect credentials.
The account has already been reopened and we are now waiting for the players to provide us with his missing documents in order our agents to approve and process the transfer.

We understand the player's frustration however we apply strict safety measure in order to prevent in fraudulent activity and to protect our players. We hope this helps to understand the situation.

Should the author of the original complaint read this answer, we would like to remind him that he can get in touch with out Customer Support agents for further assistance.

Regards,
Lucky8 Casino team

AskGamblers

• Support Team

3 years ago

Dear all,

This complaint has been reopened as per Lucky8 Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

AskGamblers

• Support Team

3 years ago

Dear Lucky8 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.

Lucky8 Casino Complaint Stats

Resolved 2 / 2

Avg. Amount $1,347

Avg. Complaint Duration N/A

Avg. Response Time N/A

Lucky8 Casino Complaints

See all complaints for this casino

Unable to verify within six months

Hello, It's been 6 months since I sent my documents to the validation service of the Lucky8 casino. December 1, 2020 exactly. I contacted them several times to find out why validation was taking so long, if documents were missing for example. The one and only response to each of my emails is that the request is in progress and that they have no more information. I relaunched customer service on December 19, January 14, March 12, April 04 and April 17 I do not know what to do

Resolved

€359

Delayed payment

Good morning, sir,

Then I'll explain everything to you in detail.

I deposited 30€ on Lucky8, and I won 2000€;
You should know that I didn't use any bonuses, I never take bonuses. I only played for my own money.

When I wanted to withdraw my winnings, the support staff asked me to verify my identity.

So I sent ALL my documents every day FOR about 10 days.

At the end of the 10th day I then threatened him a little because they had all my necessary verification documents (CNI recto/verso, RIB, bank statement, photo of me holding my CNI) but they did not deign to validate my account.

They finally sent me an email on March 8th, telling me that my Lucky8 player account has BEEN VERIFIED and that I could now place my withdrawal.

So I placed my €2000 withdrawal request on March 8th.
This withdrawal request was validated on March 9th.

Today is March 27th and I still haven't received anything. This is inadmissible, I am being scammed for $2,000.

I really hope you can help me, I remain at your disposal to provide you with all the necessary evidence.

Thank you for your help.

Translated with www.DeepL.com/Translator (free version)

Resolved

€2,000