CasinoLuck - Withdrawal problem

handyandy2103 United Kingdom
posted on July 25, 2016.

I have been waiting 21 days for my £2500 and £900 and have been told that there is a problem with the payment provider I have been trying for the last five days to get an update but no one emails me back. This casino has no telephone number and have turned off the live chat facility I am extremely worried that I won't receive my money

posted on July 29, 2016.


We apologize for the late information and that you may have had to wait several days to get a reply in this matter.

We have now managed to return any delayed card withdrawal you have had previously this month to your casino account as we feel that it is unfair to have you waiting further.

We have, during this time, been given inaccurate information by both the platform provider (Everymatrix ltd) and the card processor (Payment Trust) several times. This inaccurate information may have been relayed to you by our support. For this, we apologize. We have been told that the issue was resolved more than once this week but it seems your card withdrawal(s) from earlier this month is/are still stuck in the system of the card processor. The best way to resolve this was to return the funds to your casino account instead. This has now been done and we ask you to please log in to your account and request a new withdrawal to any other method. The absolute fastest methods with only a few hours to receive funds are e-wallets such as Skrill, Neteller or Ecocard. If you do not hold such an e-wallet we ask you to use bank transfer, which normally takes a few bank days to arrive.

Credit/debit card withdrawals will be switched back on and visible in the cashier again soon but we wish to double and triple test it to be 100% accurate first. This is expected to be done early next week.

We truly apologize for the delays you have endured and we thank you for your patience. We did everything in our power to stress our providers to resolve this quicker.

Kind regards,

posted on August 2, 2016.

Dear @handyandy2103,

Please let us know if there's an update regarding your ongoing complaint. Please keep in mind that you are supposed to reply within the given 96-hours time frame, otherwise AskGamblers Complaints Team will consider the case as Resolved and it will be closed accordingly.

Thank you for your cooperation.