CasinoLuck - Not paid being paid after 12 days

posted on January 15, 2016.

I played casinoluck for a while now, I got lucky once 12 days ago, I made my first withdrawal for an amount of 300$ and chose the option to put it back on my credit card. I contacted them 4 times or more. First they told me that the process was successful and the money should be on my account, after they told me that a verification was sent, then they told me not to be worried and that my money should be on my account the next day and to days after that they told me that the withdrawal was processed several days ago and was successful. I never received any money now I fell like I am wasting my time they dont seem to care.

posted on January 18, 2016.

Hi dominique168,

This will be handled by our support. The credit card withdrawal was sent on the 3rd of January (15 days ago). A card withdrawal usually takes 2-4 bank days to arrive. I can see that you are from Canada and we have had a couple of cases where certain Canadian banks/ card issuers blocked incoming transactions. Our payments provider has already confirmed that the withdrawal was successfully sent on our side and our support will send you a proof of payment along with a tracing number during this week. You can then show this to your bank and they should be able to locate the funds. The funds are stuck on their side.

Bear in mind that this is not a fault of ours (CasinoLuck). We cannot do much more than to successfully send funds to a user. It is totally out of our hands if a user’s bank blocks a transaction. We will do everything we can to help you resolve this though.


posted on January 19, 2016.

I will contact my bank as soon as I receive the proof of paiement you wrote about. Thank you for helping me

posted on January 21, 2016.


We can now confirm that this withdrawal has bounced back to us (and been re-credited to the player account) due to being rejected by the recipients card issuer. This is what we suspected and we ask the user to please use the bank transfer withdrawal option instead of withdrawing to card. That should work fine!

This matter is now considered resolved. Glad we could help out!


posted on January 23, 2016.

Dear @dominique168,

Are you satisfied with the casino's answer, can we close this complaint as resolved? Please be informed that in case you fail to respond within the given time frame we will consider this case as resolved and officially closed. Thank you.

posted on January 25, 2016.

So after 2 weeks they returned the money to my casinoluck account. The information they need for direct bank deposit is confusing for me so I will just play it.That make this complaint solved thank you for helping me askgamblers it was really helpful.

posted on January 25, 2016.

Based on player's last comment, we consider this case as resolved and it is now officially closed.