Complaint #6 UberLucky Casino

Not verifying my account and keeping 12000 Euro

By Jadeon1998

3 years ago

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.

Disputed Casino UberLucky Casino

Reason Verification issues

Amount €12000

Discussion

AskGamblers

• Support Team

3 years ago

Dear UberLucky Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

UberLucky Casino Complaint Stats

Resolved 2 / 9

Avg. Amount $2,308

Avg. Complaint Duration 4 days

Avg. Response Time 2 days

UberLucky Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 0 out of 5 complaints in this category have been resolved.

This operator's average complaint duration is 4 days, while the average duration across all operators is 8 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 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

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

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.

Unresolved

€200