Complaint #7 LuckyWins Casino

This casino refused to pay me again 4079 CAD

By amirhparizi

1 year ago

Following my previous complaint (https://www.askgamblers.com/casino-complaints/luckywins-casino-luckywins-casino-complaint), I decided to trust this casino again and played, as they eventually paid me using the MuchBetter app. However, this time the withdrawal process has become even more difficult. They cancelled my withdrawal again. Interestingly, an agent told me they couldn't process the withdrawal using the app. If this were the case, they should have mentioned it during my last complaint or removed the app from their options altogether. They even closed my account, so I no longer have access to it. They keep saying they are processing the withdrawal via bank transfer, but I've repeatedly informed them that my bank in Canada cannot receive money from their casino. This was the main reason they recommended the MuchBetter app to me months ago! Now, without access to my account, I have no idea how they plan to pay me. This situation is ridiculous. They could have informed me that they couldn't process payments through the app anymore, and I wouldn't have played on their casino. Instead, they tricked me!

Disputed Casino LuckyWins Casino

Reason Delayed payment

Amount $4079

Discussion

AskGamblers

• Support Team

1 year ago

Dear @amirhparizi,

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.

LuckyWins Casino

• Representative

1 year ago

Dear amirhparizi,
To avoid a situation where funds are already sent, but the player was able to play it, we've temporarily disabled the account. Perhaps an oversight on our part is that I see no records of coordinating this and getting the consent for manual withdrawal. At this point the withdrawal is complete and the account has been enabled.
Please accept our sincerest apologies for any inconvenience caused, we are committed to rectifying this situation for you.
Kind Regards
LuckyWins

amirhparizi

• 1 reviews

1 year ago

I have encountered technical limitations, which are not my responsibility. I deposited funds using my credit card and e-transfer through Loomio, yet neither of these options is available for withdrawals. My account was abruptly closed. Is this standard procedure for all players, or is it specific to my account? If it’s just me, what makes my situation unique enough to warrant closing my account and manually processing the withdrawal?

I've repeatedly mentioned that my Canadian bank cannot accept withdrawals via bank transfer, but you continue to insist on this method, despite previous attempts and your agents' recommendation to use the 'MuchBetter' app for withdrawals. Why weren't these limitations disclosed after the successful withdrawal using the app two weeks ago?

LuckyWins Casino

• Representative

1 year ago

We are very sorry to hear about your experience with LuckyWins.
Due to AMLD regulations and license requirements we have to process the withdrawals via the same payment method that was used for depositing. In this case the deposit was made via card, but due to technical limitations is unable to request the withdrawal to their bank account. Our solution is a manual withdrawal via bank transfer – a somewhat lengthy process during which the player's account has to remain disabled. The manual withdrawal is currently being processed by the PSP team; as soon as the funds are sent, we will reopen the account.
Please accept our sincerest apologies for any inconvenience caused, we are committed to rectifying this situation for you.
Kind Regards
LuckyWins

LuckyWins Casino Complaint Stats

Resolved 4 / 4

Avg. Amount $2,395

Avg. Complaint Duration 9 days

Avg. Response Time 2 days

LuckyWins Casino Complaints

See all complaints for this casino

Withdrawal issue since last one month

Hello There, I am trying to withdraw some funds since 31/03/2025 from luckywins casino but every time I face error on withdrawal page and support team is not resolving the same since last almost one month. Later I lost the funds but still issue remains unresolved. Today also I am trying to make new fresh withdrawal using same channel where I made successful deposit in past. Still same error and support team suggest only basis troubleshoot like cache and cookies I tried and tired all the troubleshooting and yet the issue is unresolved. I request Askgambler to kindly look into this matter and help me get my winnings from luckywins casino. I am challenging withdrawal issue since one month approx.

Note: current withdrawal amount 85 USD and withdraw channel is same where I did successful deposit in the past. Account is KYC verified already.

Rejected

$85

Unknown error while making withdrawal request

Dear Askgambler Team,
I am trying to withdraw some winnings from luckywins casino but unfortunately I am facing error while placing withdrawal which is attached in screenshot. This error specifically couldn't explain what is the issue and asking me to contact support.

I tried using different crypto but for all methods I am facing same issue. I am following up with casino multiple times but all they are telling to wait only. My total 150 USDT funds are available only to play but can't withdraw.

Desputed Amount: 150 USD

I am attaching as much as evidence here.

Note: My account is KYC verified and no any documents required.

Rejected

$150

Unable to access website features

Dear Askgambler Team,

Unfortunately I am here to post a issue about my account at luckywins casino.

Since last more than a month I am not able to use any deposit, withdrawal at luckywins casino.
My INR wallet is disappeared and all my transaction history also gone. All deposit withdrawals history is showing 0 only.

I tried all the basic troubleshooting like cache cookies and incognito mode as well.

I tried using different operating system and different devices with different browsers and versions.

Initially I thought it's issue with mobile website so I tried desktop website as well but still issue remains same.

Since last one month I tried to contact casino support but unfortunately every time I was suggested to follow above basic troubleshooting only and later I was told that my issue is forwarded to concern department and I will be notified.

Till today I did not even received any single email regarding my issue and issue is also not resolved.

I am attaching here all the screenshot containing chat with support team.

I request you to kindly help me in this matter since my requests are being ignored.

Also for this inconvenience, what compensation casino will be providing me let me know.

NOTE: My account is KYC verified and did not breach any terms and conditions of the casino till the date
Thank you in Advance !!

Rejected

False bonus terms violation and all my winning fortified

Dear Askgambler Team,

Today I am writing the false bonus terms violation accurate on my account and all the winning fortified from my account.

Below is detailed summary:

I deposited 2800 INR for which I received 300 Free spins and I received 4174 INR bonus from free spins. I have successfully wagered bonus money 45X and received 17200 INR real money in my wallet as mentioned in the terms and conditions. Now I started playing with real money from my wallet and suddenly during a gameplay I received pop stating that my account is disabled. I immediately contacted support and found that due to bonus terms violation my all winnings are removed. I asked support team to provide me evidence but they were not able to provide me evidence. Team told me that during wagering, I placed between of 480 INR where the maximum bet allowed is 440 INR. Support team told me game name '1 Reel Panther' by 'Spinomenal' provider where I violates maximum bet terms and conditions. I had hardly played 30-40 rounds in that slot game with bet amount of 40 INR only and I received 480 INR win amount on that spin I quit the game. So I decided to check my gameplay history in mentioned slot and found that there was no any bet placed by me with amount of 480 INR. Instead of that I was able to see that 480 INR was the win amount not a bet amount which was correct as said previously. I provided those gameplay history screenshot to support team but support team denied and was stuck to her sentence that out systems shows that bet was 480 INR. Support team told me to logout and try incognito mode clear cache and cookies but still the information was the same in gameplay. Now I lost all the winnings of 17200 INR which was received in real money account after completing wagering requirement.

Hereby I am attaching all the screenshot with the chat support and the email I received and my gameplay history as well.

Kindly help me to receive my winnings as per attached evidences.

Note: my account is already KYC verified on the casino.

Resolved

₹17,200

The Casino does not pay 4700 Euros

I have won 4700€ on the Casino many weeks ago. The Casino still hasn't payed them. After I completed the initial verification the Casino requested Special Proof of my payment what I provided. After that they requested all of my eWallet transactions, Bank Statements for 3 months and proof of Origin of funds. I have sent them the Screenshots of my eWallet transactions but they say they need a PDF document, but I told them multiple times that my eWallet Provider Jeton doesn't Provider PDF Statements but they simply ignore that.

Resolved

€4,700

LuckyWins Casino Complaint

I verified myself on this website a couple of months ago and had problems with the withdrawal method from the beginning. After a lot of back and forth, they suggested a method called the "MuchBetter" app. It's a well-known method for money deposits and withdrawals in online casinos. I had a couple of successful withdrawals using this app on their website. My last successful withdrawal using the same app was on June 27, 2024. The day after, on June 28, 2024, I requested another withdrawal and informed the agent that I wanted to take a break from gambling. Suddenly, they told me that they needed to investigate the withdrawal process further. Now, after three weeks (July 18th), I am still waiting for my money. They haven't given me any updates about their investigation and only send me template messages when I contact them.

Resolved

$1,250