Complaint #1 UberLucky Casino

No promised 200 Euro withdrawal in my bank account despite the confirmation email

By Mike 1.

3 years ago

Message on forum

I've made a withdrawal three days ago and the casino stated, that it will be done within 15 minutes, but the confirmation mail comes only after 15 hours or so, but that's okay.

But which is not okay, that in the email was stated, that I will get the withdrawal within 10 minutes or at least within one working day on my bank account.

So actually I should get it yesterday, which doesn't happen.

I called Chat Support and they told me, that it is not on their own, because another payment provider must confirm my withdrawal and this can take up to 5 business days!

But that's not what I was informed in my withdrawal Email!

So I asked today again what is with my withdrawal of €200.- and I never got any answer from them back.

I played with €500.- and only cashed out €200. so I've enough lost in their casino, but now they can't pay out at least my €200.- withdrawal?

Why do they send me an email, that I will get it within 10 minutes up to a maximum of 1 business day?

I got this email in the morning (10:08 a.m. CET) so at the latest on the next day in the evening, the money should arrive my bank account.

but now it's 58 hours ago and still no money and no more answer from the support :-(

This was the email: "We are pleased to inform you that your withdrawal has been processed and is now on its way! Depending on which bank you have an account with, your money will either be credited within 10 minutes or within one bank business day."

Can you please help me to clear this as soon as possible?

Thanks in advance.

Disputed Casino UberLucky Casino

Reason Declined payment

Amount €200

Discussion

amiga500

• Austria • 16 reviews

3 years ago

To be fair, i've got now this email and hope that i will really get my money soon, as they have now promised, so that i can close this case as resolved.
And thanks again to AskGamblers for giving me this option.

"Aug 18, 2022, 3:23 p.m

Hello Mr. *******,
We will contact you from UberLucky Customer Service.

Our team has requested a manual withdrawal for you as your account has been permanently closed. We will inform you when this has been paid out.

If you have any further questions, do not hesitate to contact us. We're here to help!

Kind regards,
******
About Lucky Support Team"

amiga500

• Austria • 16 reviews

3 years ago

Ok, now they have closed my account permanently, so that i can't do again any withdrawal!
No mention about my money which is still in te account!

"****

August 18, 2022, 2:41 p.m

Hi *******,
We hereby confirm that your UberLucky account has now been permanently closed. We also inform you that upon closing your player account, all other accounts related to our brand will also be closed.

I'll also send you links that might help you:
• http://www.cafe-beispiellos.de/
• http://www.anonymous-players.org/
• http://www.spielsuchthilfe.at/
• http://www.gluecksspielsucht.de

Another available step is to install software that blocks all access to the gambling websites. Please note that this may incur costs. If you want to learn more about the topic, you can find some examples at the following links:

• Gamblock.com
• Betfilter.com
• Gamban.com

In addition, please note that this software and websites are owned by third parties.

If you have any other questions about this topic, please contact us again!

We wish you all the best for the future.

Kind regards,
*****
About Lucky Support Team

amiga500

• Austria • 16 reviews

3 years ago

Okay, I tried again in the chat, but my problem was not addressed here at all, I was only told that I can request a payout myself and that you cannot open my account briefly so that I can do so at least do it yourself.
And all this, although the error was on the casino side and a new transfer should not be a problem.
Apparently, the casino just wants to protect me by not paying me the money again at the moment, at least that's what the chat support said.
In my 20 years online casino time I have never had such a humiliating experience!
I really hope that nobody ever deposits at this casino again, because then the money is definitely already lost.
So I deposited a total of €500 there in one day and only withdraw €200 from it, but apparently that's already too much for this casino?
A real indictment, to be honest.

amiga500

• Austria • 16 reviews

3 years ago

They had an technical error, but inbstead of making my withdrawal again, they put my money back in the account and i should withdrawal it again, although they know exactly, that my account is closed for one month, so i can't do a new withdrawal.
Please don't be unfair to me and don't try delaying tactics, thanks!

Last Email from today:

"*****

Aug 18, 2022, 1:22 p.m

Hello Mr. *********,
We will contact you from UberLucky Customer Service.

Your €200.24 is back in your player account as it was not paid out due to a technical error, our team confirmed. We sincerely apologize for that. Once your account is reactivated, you can request a withdrawal again.

If you have any further questions, do not hesitate to contact us. We're here to help!

Kind regards,
*******
About Lucky Support Team

UberLucky Casino Complaint Stats

Resolved 2 / 9

Avg. Amount $2,308

Avg. Complaint Duration 4 days

Avg. Response Time 2 days

UberLucky Casino Complaints

See all complaints for this casino

Closed account and confiscated balance

Hello,

I played sportsbook in UberLucky Casino.

Earlier I verified my account (payment details, ID, bank statement, and utility bill ). Today I logged in and my country in account details was changed to Australia.

My balance is now empty, the sportsbook section is now closed.

The chat consultant told me in the chat that I broke the 7.2 rules. I have read point 7.2. and this is completely not true.

Unresolved

€180

Steals everything claiming I was from a restricted country

Uberlucky manually changed my country of residence to Australia and then closed the account referring to the regulations point 7.2. Money from the account was confiscated. Unable to log into the account. I have never played any bookmaker mistakes or unpopular sports.
I had over 800 euros in my account.

Unresolved

€800

UberLucky Casino- Steals everything claiming I was from a restricted country

Hello I played sportsbook in UberLucky Casino. Earlier I have verified my account (payment details, ID, bank statement and utillity bill ). I requested withdrawal for over 1800 euro over two weeks ago and was still processing. On chat they told me that I should wait for a call but nobody called. Yesterday I have logged in and they changed my country for Australia, my whole Balance was empty and also my withdrawal was cofiscated. They told me in the chat that they are very sorry of it and I broke 7.2 rules. I asked where exactly and they answer have a nice day. I have made a screens of everything but unfortunately I have lost over 2000 euro. All was confiscated.

Unresolved

€2,000

Phonecall verification

I have been using this casino for betting about one year and they have asked documents like every 3 months and I have always sent them, now I made 3 weeks ago a withdrawal and it’s still pending and when I go ask to the livechat they say they need to make me a verification call, I have waited this call now over 3 weeks and asked several times in chat where is this call? Always just says keep waiting but I'm losing hope now because this is not normal.

Unresolved

€753

Not verifying my account and keeping 12000 Euro

Hi I won 12,000 euro. Since that win they didn't want to verify my account I sent 12 picture holding my ID. Really nitpicking about the picture.

After they want phone verification I said fine!

No call for 1 month almost, they saying they calling every day, they never did. Hopefully a manager will take a look at it.

Unresolved

€12,000

Not paying €2,000

I deposited on there site like 500€.

I played some sportsbetting and now started to withdraw 500€ via crypto.

The withdraw is still pending and they say they do some internal checks. This is ongoing now since weeks and I really think they don't pay. Support always says just wait more they will contact me via mail. Nothing happens.

This casino is scam!

Unresolved

€2,000

1500 crypto withdrawal not arrived and no help from casino

On 12/15 I deposited via crypto (Ripple XRP). Then I won 1500 euros and paid out via Coinspaid (also Ripple XRP)- Withdraw #167269948.

Those who are familiar with crypto transactions know that with Ripple XRP you not only have to specify the recipient wallet address, but ALWAYS also an XRP TAG, so that the transaction can be carried out successfully.

I noticed directly with uberlucky payout that only the recipient wallet was asked, but not the XRP TAG.
Therefore, I requested the payout, but directly wrote an email to support asking if someone will contact me about the XRP TAG.
Since I did not receive a reply, I asked for cancellation of the withdrawal request in the live chat. The cancellation was confirmed to me in the chat.

A few minutes later I receive a mail with the info that my withdrawal has been confirmed and is on its way. (Dec 15, 2022, 22:28:21)

Of course, no payment has arrived in my Binance Wallet until today, as no XRP TAG was given by uberlucky.

Since 12/15, I'm trying to clarify the matter throughout, but the live support is unfortunately totally incompetent,does not understand the issue and gives only superficial standard answers.

Emails are not responded to at all.

I have written dozens of times that I urgently need the TxID/TxHash (unique transaction code) of the transfer.
With this, Binance can instruct to search/verify the transaction.

Unfortunately, I have not received any useful information on withdraw #167269948 until today.

In the meantime I don't know what to do, as no support is given on the part of uberlucky, although the casino clearly made the mistake!

If needed, I still have all chat logs in my email inbox.

I hope that I now get the necessary help via this platform, because otherwise the 1500 euros will remain gone!

Thank you very much!

Resolved

€1,500

Wrong Game Calculation

Hello,

at Uberlucky, my bet that the team will win the first half was settled incorrectly. The facts are to be taken over from the chat history. It is said that the goal came in the 70th minute, but it came in the 25th minute, so my bet would be correct.I Bet 40€ that away win First half.

It's about the game:

Iztapa vs. Guastatoya on 11/20

1st League Guatemala

Here one of the Chats

Resolved