Complaint #26 LuckyStar Casino

Withdrawal cancelled and funds confiscated

By Luis A.

2 years ago

Hello AG!

Last Saturday I received an email from LuckyStar casino saying that they will cancel my withdrawal request (320€), basically, because “how” I made the deposits and played the free spins (i made some deposits of 20€ and 25€ with bonus - sets of wager free free spins, claimable UNLIMITED number of times) They said: “in order to obtain new sets of free spins, all unused sets of free spins must be finalized.” On my answer to them I explained that was exactly what i did. I have screenshots that show information about the hours of my deposits and the hours of my gaming sessions. I played one set of free spins and then did another deposit and played the new one, and did the same on all other occasions. I do not accumulated the free spins and played all at once. It’s completely false that claim.

Another thing: i m a regular player of LuckyStar since 2021 and I took several wager free bonus in these 2 years. I always met the gameplay requirements, did several deposits and my bonus gameplay (deposits / bonus play) were always the same, absolute nothing different from this last time. And ALWAYS my withdrawals requests were approved. As you can see on screenshot attached: Several deposits of 20€ or 30€ associated with bonus (no wager spins) and validated withdrawals requests. Exactly the same kind of promotion / bonus. In all occasions, I played the set of spins one by one because they was claimable UNLIMITED number of times.

They cancelled my withdrawal request and confiscated my balance (320€). They also didn't reply to my last email (sent on Saturday) on which I explain everything what I m saying here.

Thanks in advance!

Disputed Casino LuckyStar Casino

Reason Declined payment

Amount €320

Discussion

AskGamblers

• Support Team

2 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.

SA1987

• Portugal

2 years ago

Money received. Complaint closed.

THANK YOU AG TEAM !

AskGamblers

• Support Team

2 years ago

Dear @SA1987,

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.

LuckyStar Casino

• Representative

2 years ago

Hello SA1987 and askgamblers,

I would like to apologize for the inconvenience caused. We have thoroughly reviewed your case and we’re pleased to inform you that we have decided to honor your withdrawal request of 320€.

We understand that there was a misunderstanding regarding our T&C and we have also taken the steps to enhance the clarity of our T&C to ensure that such incidents do not occur again.

After logging in, you will find out that your balance has been updated to 320€. To proceed with your withdrawal, you'll need to submit another request, which will then be approved by our Finance Department.

Best regards,

Peter

LuckyStar Casino Complaint Stats

Resolved 4 / 6

Avg. Amount $24,812

Avg. Complaint Duration 5 days

Avg. Response Time 2 days

LuckyStar Casino Complaints

See all complaints for this casino

Long awaited withdrawal

Dear AskGamblers Dispute Team,

I urgently request your intervention regarding my ongoing dispute with LuckyStar3.io.

For the past two months since winning, I have been subjected to constant withdrawal delays, repeated cancellations, and irregular payment patterns. Despite numerous emails to the finance team, I have never received a single response. When I contact customer service, they repeatedly tell me they “cannot help” and that only the finance team can resolve it — yet no finance manager is ever available except via email, which goes unanswered.

This is not just an inconvenience — I have clearly explained to the casino that these funds are critical for my livelihood and to support my family. Still, the obstruction continues.

Additionally:
• Payments to my CoinSpot account have been inconsistent and unexplained.
• After four days of payments, there was an 11-day gap with no payouts, followed by only two more payments, and then another 6-day gap with no activity.
• This has dragged on for over 60 days, leaving the majority of my winnings unpaid.
• I have proof that my account balance reached as high as $169,000, yet the operator continues to stall and delay without justification.

The full details, including rapid cancellations and invalid transaction records, are documented below. Given the amount involved and the prolonged non-payment, I am asking AskGamblers to treat this case as urgent and high-priority to secure the immediate release of my remaining winnings.

Unresolved

$221,000

Delayed payment no communication

On Tuesday, 24/06/25, I tried to cash out my 1000 winnings.

I never use bonuses, have a fully verified account, and often withdraw from this casino.

Usually it is paid within 12 hours, 24 hours max. It has now been 7 days,

I have emailed the finance department 5 times they will not respond.

Chat keeps saying it will be processed as soon as possible, but won't give any more information.

The website says my withdrawal should be paid within 48 business hours

Unresolved

$1,000

Closed account and confiscated money with unjustified accusations

I have played several times at this casino over the course of around half a year.

It wasn’t going great for me and I have quickly lost around 6-7 thousand euros. In the end I had ended up depositing around 7500 euros and during few last sessions started doing mostly high bets hoping to win my money back.

Finally luck turned my way and I even finished with some winnings of around 1500 euros. I have decided to stop gambling at that point for a good while and cash out the money. I have noticed then that the casino only allowed cash outs at a maximum 1000 eur at a time. After requesting and getting my first cash out, LuckyStar asked that I provided additional documents, which I went out to get. To my surprise, when I wanted to log in to my account to upload the requested documents, I found my account to be inaccessible. I have also received an e-mail stating that I was being accused of card counting, as it seemingly falls into the category of ‘suspicious betting patterns’ that is prohibited in their terms and conditions, and that their decision to void my account was ‘final’ and they ‘will not engage in any further discussions’.

Basically, the way I understand, LuckyStar didn’t like that I won, threw out ‘suspicious betting pattern’ card at me and kicked me out not only taking my winnings, but also 7500 euros of deposit! If the same situation were to happen in a real life casino, I strongly believe it would pass as a criminal violation i.e. theft, regardless of casino’s internal policies.

I therefore seek your help to get my money back and hopefully stop LuckyStar from stealing other people’s money in the future.

Resolved

Verification & withdrawal issues

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

Rejected

$200

Cancelled $1000 withdrawal without any explanation, put only $500 back in the account and again no explanation

I played at this site on the weekend. Played through my bonus, made a second deposit, took no bonus, won $1700.00. Got my balance up to 1900.00, kept playing and cashed out at $1000.00. Received an email that my withdrawal was being processed. Then nothing for days. Checked my account, found withdrawal cancelled and $500.00 in my account. What the hell happened? Talked to Online chat - they couldn't help, emailed through Luckystar software, replied to my email about my withdrawal being processed and wrote a separate email to finance at Luckystar - NOTHING. i can't even get a reply or find out where my other $500 went!! Please help! Screenshot of my cancelled withdrawal AND $500.00 balance attached.

Resolved

$500

Withdrawals totaling $2930 still not paid

Hello, I have played recently on luckystar casino, I have got VIP status here which (what they promise) give instant and if not instant very fast withdrawalls and indeed I got some in 15-30 minutes. Unfortunatelly from OCT they started to be very slow (usually for a week) but they promised that it will be back to almost instant "next time" but it didn't... anyway I have still played here. On the 22 OCT I have made 4 withdrawalls (same time) and I got one after week another 2 after 1,5 week or so and the last one I didn't get till now... they have made many excuses - mostly that they have to check gameplay history etc. which has been done (they processed 3/4 of those so they had to check). Last one is still pending (13 days) and I have made 3 more (28th and 29th) which is again very late (VIP status). My Vip manager didn't respond to me for 24hours after I send him e-mail that I will start complaint here.

Resolved

$2,930