Account suspended, security team has not been responding to my emails, winnings are not paid

I made a small withdrawl of £80 on Wednesday 28th November. Today is Monday 3rd of December and it is still pending. Every time I speak to someone they say it will be done the next day or there’s a problem with my documents. I had an email to say my documents had been approved on 28th Nov. I spoke to an agent today who said the payment department was not available (of course) and he would get his manager to email me as a matter of urgency. Well that was 9 hours ago and I’ve heard nothing. I do not mind waiting for my money to clear once it’s been processed as I know this can take a few days, it’s the fact that it is still pending and it is literally like it’s just being left there and no one is doing anything about it. I have played on hundreds of casinos and have never known winnings to be pending this long, with no one helping me or dealing with it.

I have been gambling online for 8 years now and spent probably over a million. My 'total game play' might be somewhere around 25 mio. All casino accounts I have opened (via AskGamblers) have always been examined by me on AskGamblers, I like to play at fair and reputable casino's. I have a positive track record and large game plays at many of them. My faith in the online gambling industry has always been high and I have always been telling people: "as long as you select reputable, licensed and audited casino's, you are better off than in your local casino due to the high RTP of online casino's". Right now, I am afraid that I cannot be that big spender and ambassador for the online gambling industry anymore. On Tuesday night 14th / Wednesday morning 15th I deposited EUR 7100,- in total at CasinoLuck. After make my last deposit for the 'night', EUR500,-, I was finally lucky. While playing EU20,- per bet on the game Renegades, which I recently discovered and which is one of my favorites now, I got a bonus game. During the first free spins, my balance went up form 500 to over 2500. Than the bonus game got retriggered and I was extremely excited since my balance went up from 500 to over 2500 in the first spins only and I had a lot of spins left. With over EUR20,- per bet, one might expect that my EUR 7100,- loss that night might be deducted big time or even turn out to be a win! But, unfortunately, short after the retrigger of the bonus game, "my session timed out". This was an error from CasinoLuck in the middle of an active and retriggered bonus game. No lost connection, no internet problems, just a session which was timed out by CasinoLuck. Normally, one can experience this while not being active for a while due to safety purposes, which is good. But I was in the middle of a EUR20,- per bet retriggered bonus game. Well, this is not convenient and spoils the excitement of the moment a bit, but I experienced similar situations at other casino's before and after logging back in I always found that my balance was in order and the pending bonus games were continued, so fair enough. But not this time. After logging back in, my balance was down to approx. EUR 500,- which was my balance right before the bonus game started. All the bonus games were gone. I tried some low value bets on the game Renegades, hoping that my previous session would be restored but none of this all. I immediately tried to contact live chat but they were closed. Than I immediately sent an e-mail explaining the situation and asking for help. I stayed up until the morning in order to be able to contact live chat as soon as they 'opened up'. No solutions were given at that moment, they escalated it to the technical department. I contacted live chat later that day in a really polite way, they told me that they 'really needed me to be a little bit more patient'. A day later, I received an e-mail from them: Dear XXXXXX, We thank you for playing at CasinoLuck and hope you are enjoying. I am writing to inform you that our technical department has checked your bets and as per our Disconnection Policy this round was automatically finished for you when the connection was lost. The 2500 coin win depends on the coin value you had. In this case the coin value was less than 1.00. I would also like to let you know that you have 50 free spins on Astrodice waiting for you to use. Well, in this e-mail they admit that there was a 2500 coin win in total but they claim that my coin value was less than 1.00. That is not true. My last bets were under 1.00 just to try to restore my previous session. So, it is not about my last few bets, this is about the bets before that. I gave them an exact time window. And those bets are gone. As well as my balance and bonus games. I cannot find these bets back in my game history either. But I can prove that I deposited large amounts of money. Sometimes in that (14 - 15 November) session EUR 1200,- in less than 25 minutes (500+200+500). Please tell me, how can I spend 1200 in 25 minutes with such low bets? I replied to this e-mail but did not get any respond. Until I was contacted by a personal VIP Account manager who called me for a promotion. She was not aware at all of the issue and told me that her colleague sending the initial e-mail was ill at home. I explained the situation to her. She would sort it out for me and come with a solution. I waited for days and after 5 days I sent a polite e-mail to VIP@casinoluck in which I asked for an update. No response. 27 hours later I sent another reminder. No response. Than I contacted live chat. I had to explain my situation all over again. Please see screenshot. Regina, my VIP accountmanager called my yesterday afternoon confirming what I was told on livechat. During my first telephone call a week earlier she asked me for proof and screenshots. How can I have screenshots if my session is timed out by Casinoluck and instantly after, I am redirected to the lobby to log back in? Should I make screenshots every split second while playing in order to be able to proof should anything go wrong? Nice business is this..! So, when she called me yesterday she confirmed again that 'there is nothing I can proof'. We cannot do anything for you. I am ready to send all e-mails over to AskGamblers upon their request. I have offered CasinoLuck to find a solution together without third party interference for 5 times. There is no other option left than filing a compliant here. AskGamblers, if you want to check my trackrecord at over 10 high ranked and / or AskGamblers certified casino's please let me know.

I got a Comeback promotion in my mailbox as follow Deposit any amount and we will give you 100 freespins on either slot of choice Starburst Gonzo Spinata. My bonus was not credited upon my then depoist so i spoke to chat to manually give me them and i told em i'd like gonzo. They then claim its not possible to credit me with anything but 100 freespins on Starburst. I then complained that i should be granted for what promotion i was offered since Starburst spins are worth half in value then gonzo. They are not willing to give me for what i depoisted for and i need help with this its not fair at all and i refuse to get tricked

I completed the wagering for my bonus, But casinoluck claim all of the net entertainment slots are only 50% contribution, Which is not stated in the terms and conditions. I believe they should be held to the terms and conditions as we players do. The live chat with my "VIP agent" Clyde: quote the terms and conditions for my claim on askgamblers Aaron: 6.Not all games contribute the same percentage towards reducing a player's wagering requirement. Wagers made on most games contribute 100%, with the following exceptions: Aaron: Jackpot games contribute 20%. Aaron: Keno, Cloud Quest, Tower Quest, all Table Games, Hi-Lo games and Video Poker games (except Jacks or Better) contribute 10%. Aaron: All type of Black Jack games, All Roulettes, All Jacks or Better Video Poker, Punto Banco, Baccarat, Oasis Poker, Texas Hold´em, Blood Suckers, Jackpot 6000, Craps and Casino Hold´em contribute 0%. Clyde: so where does that say Net ent 50%? Clyde: Mate! it doesn't does it? Aaron: " Further requirements may be set, according to the type of bonuses. " Clyde: ok taking it to askgamblers Clyde: that term is far to vague to even claim Aaron: It does not specify the Netent games being 50%, the terms and conditions inform you that games do not have the same contribution to your wagering requirement. You can of course always ask for such information via email, live chat or telephone. Clyde: it should be listed in the terms and conditions, Thats what they are there for. Aaron: The bonus policy was very clear stating that there are different games that contribute differently to your wagering requirement. However I do understand what you mean Clyde. Usually when customers read the bonus policy they come to Live Chat to ask for more information regarding what games contribute 100% and so on. Clyde: you can't just say they have always been like that because a few weeks before I won a bonus playing the same game with 100% contribution. I counted it

I joined casino luck and made my first deposit of $35 AUD using mastercard debit card on the 27 th febuary l had my account verified after 6 attempts and recived an email confirming this on the same day l put a withdrawal request in using the only method the casino was offering bank transfer on the 3rd of march l was told my funds had been rolled back into my casino account due to error with my bsb l made another withdrawal request on the 4th of march and later that day noticed my withdrawal was no longer pending but in pay and prossesing l contact support on the 9 th march and was told it takes 3 to 5 buisness days its now the 15th of march 11 days since l requested no withdrawal and 9 day buiness days since request l have contacted support 10 times in the last 6 days by email also left 2 messages and have not recived a single reply last night l was supprised to see live chat avalible so l spoke to them the lady told me inpay is the company that would be paying me the delay is they havent completed the payment provider hasnt done a kyc check or some rubish my sons birthday was last week l should have had the funds after trying to find answers when the casino were no longer even answering me l was shocked to see my funds could have been transfered back on my account or to my netteler or skrill acount instantly l would like to know who l can now take my complaint to cheers < phone number removed>

Hello, I won some money playing at casinoluck and wanted to withdraw using neteller since I was told it would be within 24 hours and it was the quickest method. I did this and 24 hours passed with no action. I contacted them the next day and they said it would be within a few hours and I should not worry. More than 6 hours pass and I ask them again and they tell me they are struggling to get money into neteller and that bankwire would have been easier since they always have money in their bank account. I said ok and contact them again the next day and they say everything is OK and they are just waiting on the manager to sign off on the withdrawal. I wait for another day and contact them again since nothing happened and they tell me another security measure has been triggered and it's out of their hands. I ask for a time limit and they don't give me one and say it can be indefinite.... They just keep changing the story and at this stage I don't know what to do because they don't even give me a proper time frame. I have already verified all my documents with them in the past since I had a withdrawal from them before and nothing went wrong but now I am getting worried since ewallet withdrawals should never be this long and every other casino I use has never had this issue.

I have been trying to withdraw funds but casino has only given me 2 options that are not suitable. Inpay is not available to me because i am not a Belgium citizin and it directs me to a website not in english. Only other option is paysafe but when i have attempted to do this it will not process either. My deposits were made to casinoluck from my Visa and Mastercards and have previously had withdrawls to my Visa but told this is no longer an option for Australian players. They have not offered me with a solution i have been trying to work with them for 6days now

Hello, I have had trouble to get my withdraw request 1200 rand last 5 days but I found here the withdraw time takes within 12 hours! I had got another payment of 2027 rand from their sister casino NextCasino within 12 hours after I made withdraw request. But unknown reason they don't process my withdraw request. I had sent my verification documents already where NextCasino had verified me but Casino Luck don't reply of my emails and process my withdraw request of 1200 rand only. Could you help me please to get my payment? Thank you.

I have been waiting 6 days for my 2000 Turkish Liras.Have been told that there is some kind a problem with ecopayz. which ecopayz told me there is no problem.live chat told the same thing over and over again.my e-mails are unanswered. I am very worried about I won't receive my money.