Complaint #9
LuckyBet Casino
Delayed payment 2326 EUR
6 years ago
Dear Askgamblers,
I have a problem with a cashout here, I attached several screenshots with name pic1 pic2 etc... I uploaded here, without any personal information... just for proofs. https://imgur.com/a/5vts2bT
1. I register on luckybet45.com on 03/11/2019. Then I deposited (via Skrill) money two times. Mostly on roulette I won some money (sum: 2350 EUR) I created several withdrawal request, then I cancelled them. Finally I wanted to cash out EUR 500.
2. They verified my account OK via live chat. (on 06/11/2019) It was wierd a little bit, because they don't show this information on your profile. (uploaded files still marked as "new") Anyway they confirmed the success of the verification two times via live chat. (you see one the of the confimation on pic 1)
3. After this I sent a widrawal request again with the 500 EUR (to my skrill account) which I mentioned above. (on 06/11/2019 8:24pm) However I read everywhere that thay have fast withdrawal procces times (in 12 hours) on chat they said it could be up to 72 hours.
4. I got an email from them on 08/11/09 "Dear Akos! Please, create the new request via Ecopayz payment system. Kind regards, Luckybet Support Team
www.Luckybet.com" (you can see on pic2)
5. I contacted them via live chat again. They said there is an update or something in their system, that's why I have to use Ecopays/Neteller even though I used Skrill for deposit. I was confused all about this, and I wasn't sure about using ecopays in my country. At this point I felt I don't want to go on this process again for a while, so I asked two questions:
- Can I change the withdrawal amount?
- Will be the 72 hours restart again?
They said no, I can change the amount, and they'll process it immadiately. Ecopayz also not a problem in my country. I remembered that I registered an Ecopayz account earlier this year. But finally I decided I'am going to use Neteller, so I sent a new withdrawal request (as they asked me) with 2351 EUR to my Neteller account, I used that account before for gambling purpuses. (You can see the chat conversation on pic 3,4 and 5)
(Also after this point several times I mentioned them I'll ask for help at askgamblers.com site, if we can't find a solution here. You can say I was too suspicious, but somehow I felt what is happening is not right and fair. I was happy about my winnings, and that point I wasn't sure I'am going to get it in the near future.)
6. Later on 08/11/2019 I contacted them via live chat again, and asking about my promised "immediately confirm" withdrawal request. The said it will be between 0-24 hours, they hope it won't be 72 hours.
7. On 09/11/2019 their live support wasn't available for hours, then I finally I could speak with somebody. They said, they're going to send me an email about the proccess of my withdrawal. (pic6) I said to them I'll wait until 09/11/2019 8:24pm (that is the 72 hours deadline which is in their terms and conditions)
8. Until 09/11/2019 7pm I didn't get any answer, so I contacted them again via live chat. You can see the conversation on picture 7. (btw agent left during a chat) And as you can see they said "for now", they process/pay 351 EUR (?) and the rest will be paid by "today" (during this chat I made a mistake, I mixed Neteller/Ecopayz... but honestly now I don't really care which they use, I have Neteller/ecopayz account as well. You can see on picture 8, they sent me two emails... one is rejection of my 2351 payment (I'm just guessing, the didn't metioned any amount, then they immediately sent another about a successful withdrawal without amount)
But After this point, I cancelled my withdrawal. It felt like I'm in a game which I don't want to play, and I need help from askgamblers.
9. On 10/11/2019 no live chat avaliable on my device. Once I tried with a different browser, and finally the option was there. That time I asked about my 351 on "pending" when they will process it? Then suddenly the chat window closed.... in 0,1 second. After this there was just a contact form there... no chat anymore. I tried many times during the day, but no live chat option again.
10. The situation now: I have 351 EUR on "pending". I have (still) 1975EUR on my account as available balance. I can't make another withdrawal to neteller or ecopayz, because I have a withdrawal in progress (according to their site)
11. Until 13/11/2019 (3rd working day) nothing happened with my withdrawal, I didn't get any money to my Neteller account. As I wrote before, my withdrawal with the EUR500 was a week ago...
12. When I use my home wifi, there is no chat option available (interesting, right?) when I use my smartphone and mobile data, and a chrome browser.... there is a chat button... I usally waiting loooong but nobody answers...
@Dear Askgamblers, please help solving this problem! I have a more screenshots about my the chats, emails, my history on luckybet (payments etc...)
@Dear Luckybet, I really didn't want to open a case here, I always follow your instructions via email and live chat. However I feel I did everything I could to get my money, but it feels you somehow always postpone processing my withdrawal request. Also the chat window closed during a conversation... if you have a technical issue why don't you send an email with the answer? (see the pictures again: https://imgur.com/a/5vts2bT ) It's clear your chat agents are promising things and then you fail to act) I would like to get my 2326 EUR transfer to my Neteller account, or if you can't, in that case to my ecopayz account.
I sent an email to you with my Neteller/Ecopayz details again. I sent it with my registered email address at Luckybet. Subject is: Player ID: xxxxxxxxxx datails for withdrawal, date: 13/11/2019 6:10pm (Central Europe time)
I really hope we can solve this together!
Thank You,
A.T.
I have a problem with a cashout here, I attached several screenshots with name pic1 pic2 etc... I uploaded here, without any personal information... just for proofs. https://imgur.com/a/5vts2bT
1. I register on luckybet45.com on 03/11/2019. Then I deposited (via Skrill) money two times. Mostly on roulette I won some money (sum: 2350 EUR) I created several withdrawal request, then I cancelled them. Finally I wanted to cash out EUR 500.
2. They verified my account OK via live chat. (on 06/11/2019) It was wierd a little bit, because they don't show this information on your profile. (uploaded files still marked as "new") Anyway they confirmed the success of the verification two times via live chat. (you see one the of the confimation on pic 1)
3. After this I sent a widrawal request again with the 500 EUR (to my skrill account) which I mentioned above. (on 06/11/2019 8:24pm) However I read everywhere that thay have fast withdrawal procces times (in 12 hours) on chat they said it could be up to 72 hours.
4. I got an email from them on 08/11/09 "Dear Akos! Please, create the new request via Ecopayz payment system. Kind regards, Luckybet Support Team
www.Luckybet.com" (you can see on pic2)
5. I contacted them via live chat again. They said there is an update or something in their system, that's why I have to use Ecopays/Neteller even though I used Skrill for deposit. I was confused all about this, and I wasn't sure about using ecopays in my country. At this point I felt I don't want to go on this process again for a while, so I asked two questions:
- Can I change the withdrawal amount?
- Will be the 72 hours restart again?
They said no, I can change the amount, and they'll process it immadiately. Ecopayz also not a problem in my country. I remembered that I registered an Ecopayz account earlier this year. But finally I decided I'am going to use Neteller, so I sent a new withdrawal request (as they asked me) with 2351 EUR to my Neteller account, I used that account before for gambling purpuses. (You can see the chat conversation on pic 3,4 and 5)
(Also after this point several times I mentioned them I'll ask for help at askgamblers.com site, if we can't find a solution here. You can say I was too suspicious, but somehow I felt what is happening is not right and fair. I was happy about my winnings, and that point I wasn't sure I'am going to get it in the near future.)
6. Later on 08/11/2019 I contacted them via live chat again, and asking about my promised "immediately confirm" withdrawal request. The said it will be between 0-24 hours, they hope it won't be 72 hours.
7. On 09/11/2019 their live support wasn't available for hours, then I finally I could speak with somebody. They said, they're going to send me an email about the proccess of my withdrawal. (pic6) I said to them I'll wait until 09/11/2019 8:24pm (that is the 72 hours deadline which is in their terms and conditions)
8. Until 09/11/2019 7pm I didn't get any answer, so I contacted them again via live chat. You can see the conversation on picture 7. (btw agent left during a chat) And as you can see they said "for now", they process/pay 351 EUR (?) and the rest will be paid by "today" (during this chat I made a mistake, I mixed Neteller/Ecopayz... but honestly now I don't really care which they use, I have Neteller/ecopayz account as well. You can see on picture 8, they sent me two emails... one is rejection of my 2351 payment (I'm just guessing, the didn't metioned any amount, then they immediately sent another about a successful withdrawal without amount)
But After this point, I cancelled my withdrawal. It felt like I'm in a game which I don't want to play, and I need help from askgamblers.
9. On 10/11/2019 no live chat avaliable on my device. Once I tried with a different browser, and finally the option was there. That time I asked about my 351 on "pending" when they will process it? Then suddenly the chat window closed.... in 0,1 second. After this there was just a contact form there... no chat anymore. I tried many times during the day, but no live chat option again.
10. The situation now: I have 351 EUR on "pending". I have (still) 1975EUR on my account as available balance. I can't make another withdrawal to neteller or ecopayz, because I have a withdrawal in progress (according to their site)
11. Until 13/11/2019 (3rd working day) nothing happened with my withdrawal, I didn't get any money to my Neteller account. As I wrote before, my withdrawal with the EUR500 was a week ago...
12. When I use my home wifi, there is no chat option available (interesting, right?) when I use my smartphone and mobile data, and a chrome browser.... there is a chat button... I usally waiting loooong but nobody answers...
@Dear Askgamblers, please help solving this problem! I have a more screenshots about my the chats, emails, my history on luckybet (payments etc...)
@Dear Luckybet, I really didn't want to open a case here, I always follow your instructions via email and live chat. However I feel I did everything I could to get my money, but it feels you somehow always postpone processing my withdrawal request. Also the chat window closed during a conversation... if you have a technical issue why don't you send an email with the answer? (see the pictures again: https://imgur.com/a/5vts2bT ) It's clear your chat agents are promising things and then you fail to act) I would like to get my 2326 EUR transfer to my Neteller account, or if you can't, in that case to my ecopayz account.
I sent an email to you with my Neteller/Ecopayz details again. I sent it with my registered email address at Luckybet. Subject is: Player ID: xxxxxxxxxx datails for withdrawal, date: 13/11/2019 6:10pm (Central Europe time)
I really hope we can solve this together!
Thank You,
A.T.
Screenshot
