You are about to go to the Italian version of AskGamblers
Kindly note that some features such as complaint service and forum are currently available only on the international version.
You are about to go to the German version of AskGamblers
Kindly note that some features such as complaint service and forum are currently available only on the international version.

LuckyStar Casino - Verification & withdrawal issues

REJECTED
Inactive user
posted on September 20, 2018.

On the 15th of set 2018 I deposited 25 I got a win and decided to withdraw 200 the following day I reversed the withdrawl but the money never returned to my account I spoke to live chat they informed me I had played the money on the slot game wixs.when in fact I was still in the middle of free spins I was given by the casino on that game short time after that conversation I received a phone call from the casino now telling me my account had been locked because of verification and that I had to provide more documents I collected everything asked by the casino and emailed it to them it's now been 4days no one on chat at lucky star will tell me anything if emailed both support and finance with no response not about my I'd or withdraw if been part of lucky star for a couple of years never a problem till now all I want to know is what's going on with my account when will my money be available to me and why haven't there been in correspondence to the 20+emails if have sent your 24/7 support network

posted on September 20, 2018.

Hello!

Let us address this complain in a few steps:

1. 'On the 15th of set 2018 I deposited 25 I got a win and decided to withdraw 200 the following day I reversed the withdrawl'
TRUE -> You did have a win. You did withdraw it. You did cancel that withdrawal.

2. 'but the money never returned to my account'
NOT TRUE -> It did. Proof sent to askgamblers for consideration.
Number 1 on the first screenshot shows you had 0,94$ on your account and number 2 shows you canceled the withdrawal and your new balance is 200,94$

3. 'I spoke to live chat they informed me I had played the money on the slot game wixs.'
TRUE -> You did. Proof sent to askgamblers for consideration.
Number 3 on the first screenshot shows you played two games (WIXX and EMPERORS FORTRESS) and lost your balance between 2018/09/14 02:28:02 and 2018/09/14 02:33:31.

4. 'when in fact I was still in the middle of free spins I was given by the casino on that game'
NOT TRUE

5. 'short time after that conversation I received a phone call from the casino now telling me my account had been locked because of verification and that I had to provide more documents'
NOT TRUE -> we don't have phone support. Chat and email only.

6. 'it's now been 4days no one on chat at lucky star will tell me anything if emailed both support and finance with no response not about my I'd or withdraw if been part of lucky star for a couple of years never a problem till now all I want to know is what's going on with my account when will my money be available to me and why haven't there been in correspondence to the 20+emails if have sent your 24/7 support network'
NOT TRUE -> Our support and finance agents answered dozens of your emails in the last couple of days. They spent hours and hours repeating and explaining and sending you screenshots over and over again, trying their best to explain you that you indeed have played the 200$ you claim you had after you canceled the withdrawal.
Multiple screenshots sent as proof to askgamblers for consideration.

AskGamblers
posted on September 20, 2018.

Considering the information and screenshots provided on behalf the LuckyStar Casino management, it is now obvious that player reversed their payment and played it back until the whole amount was lost. Apparently, player somehow forgot to share this crucial piece of information with the AskGamblers Complaints Team, a fact which is considered as a serious violation of AskGamblers Casino Complaints Service /AGCCS/ Terms. Moreover, LuckyStar Casino Team was very responsive to player's emails and because of all of those facts, we strongly believe that the player was not sincere with AskGamblers Complaints Team.

AskGamblers Complaints Team maintains zero tolerance towards player trying to abuse our complaints service and not using it in a good faith, therefore we took the decision to reject this case either and moreover, to ban player from using our services in the future.


By subscribing you are certifying that you are over the age of 18.

Sign up for +420 No Deposit Spins!

This offer is not applicable to residents of Great Britain.

By subscribing you are certifying that you have reviewed and accepted our updated Privacy and Cookie policy.