Lucky Red Casino - Unreasonable payment stalling, poor customer support

Jack Davis United States
posted on February 20, 2016.

I made a $400 withdrawal request on 2-14, Lucky Red customer service was badfrom the beginning; the rep said since it was a no deposit bonus (it wasn't) I could only withdraw $300. She then realized her error and after first saying I couldn't get a check then realized she was wrong, her excuse was as follows: "Additionally, you can certainly request a check, as I mentioned we were having a busy period and I was not giving as much attention as I would normally do." Not a good start and it didn't get better.

I faxed in documents that day, (2-14) theysaid drivers' license and credit card were too dark, and I should photograph to email address. I did that, and was refused again. I resubmitted it they said they were reviewing it, it's now been 2 more days. When I contacted support they said we don't know (they never seem to know anything) and that the cashier was out of the office and would not be back until Monday. Their excuse is always well it takes 2 days to review documents, which not only is excessively long, it's not true, has it's well been over 2 days.
I've been in over 20 chat sessions and many emails and phone calls and nothing is getting resolved.
I would probably just give up if the payment due was say 30/40$, as it's been so difficult with their stalling. This is too much money, though, so I have spent a lot of time and $6 on faxes trying to collect.

posted on February 22, 2016.

Hi, thanks for taking the time to make your post.

Firstly, we'd like to apologise for the service you received initially if this did not meet your expectations. We work very hard on our CS and aim to provide top service to as many players as possible, 24/7.

We understand that there was a delay in getting your documents approved, however this is not a stalling tactic. We have robust fraud and risk procedures and they are there to ensure that we're doing our best to look after and protect our customers and our business.

Looking at your account the withdrawal has already been authorised for cashout and will be on it's way to you today. It would be good if you can update this thread once you receive that so we can mark this complaint off as resolved.


Jack Davis United States
posted on February 22, 2016.

All is good now, Payment was approved and you can close this complaint.
Jonathan D.

posted on February 22, 2016.

Based on submitter's last post, AskGamblers Complaints Team consider this case as Resolved.

This complaint is now officially closed.