Beschwerde #23 iLUCKI Casino

Withdrawal issue, poor support service

Von Stemcellau

vor 5 Jahren

Hi this casino has had my withdrawal pending for days and no communication then I check this morning and my withdrawal was discarded back to my account without and notification what so ever. There is no transparency and the customer service is beyond poor. Please help me get my 500aud. I have many many chat transcripts. They claim they will email me and they don't. I really do feel that this is predatory behaviour that is designed to make people not bother with their withdrawals and gamble the lot. I've been playing here a long time and never used to have any issues. But the last couple months things have definitely gotten worse to the point that my trust has all but evaporated

Unseriöses Casino iLUCKI Casino

Grund Verzögerte Auszahlung

Betrag $500

Diskussion

AskGamblers

• Support Team

vor 5 Jahren

Dear @Stemcellau,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

iLUCKI Casino

• Representative

vor 5 Jahren

Hi dear @STEMCELLAU,

After checking, we see that your cashout was accepted and sent to you on the 5th of December.
As we see it was successful from our side and your funds arrived to your VISA card.

Additionally, you did contact our VIP manager via email stating that you had an issue with cashout. Our VIP manager asked you to clarify what was the issue to investigate further, however, you didn't state any clarification. After that you have contacted our VIP manager regarding bonuses and you didn't mention anything with your previous cashout issue, therefore, we concluded that everything was resolved.

Please do not hesitate to contact our VIP manager via vip.manager@ilucki.com and we will surely resolve any issues you might have :)

Regards,
iLUCKI Casino

iLUCKI Casino

• Representative

vor 5 Jahren

Hi @STEMCELLAU,

We are currently investigating your witdhrawal issue and we will contact you as soon as we have any updates regarding it.

Regards,
iLUCKI Casino

iLUCKI Casino Beschwerde-Statistik

Gelöst 11 / 11

Durchschn. Betrag $894

Durchschn. Dauer 5 Tage

Durchschn. Antwortzeit 2 Tage

iLUCKI Casino Beschwerden

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Not paying out my winnings

Hey Askgamblers Team,

After playing for a couple of weeks, i finally won some money at iLucki Casino. Verification was fast and easy. Though it seems the casino is refusing to pay out my winnings. I've tried 3 times now to withdraw the money, first via the credit card i deposited with and with bank transfer. The first time the live chat told me there is a problem with the payment-provider and told me ill get an email from the finance team, which never happened.

The second time they tried to tell me after sending the withdrawal, it got refunded back to my casino account, which is complete nonsense obviously and which i called out as such. There are no issues with my bank account and connected credit card.

I expect them to pay out my winnings now. I don't plan on playing at this casino any longer because of this, i just want to take the money and move on.

I hope you guys can help me, contact the casino.

Kind Regards

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Failed to process payments within advertised timeframes

My account is verified. I did not use any bonuses when making a deposit

Declared time of processing payments - instant: https://www.ilucki1.com/en/payments

Unfortunately, this is not true. I made a request for payment of 53000 rubles (~ $720) 24 hours ago and did not receive it.

In addition, the casino turned off Live Chat and rejected my payout 20 hours later without any response. Also, they do not respond to email [email protected]

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Declined payment for no reason

I have been trying to withdraw $600 aud since 21/10/2020 and iLucki keep delaying and declining keep saying error in banking or something so i had withdraw bank transfer again and same reason again only 2 weeks later. This is not good enough over 3 weeks to withdraw and declining i believe these guys are just delaying my payment hoping i would play my winnings! This is very unethical and i expect more from a respectable company.

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Problem with cashouts

On 1st of august I won 800 I went to cashout with the card I deposited with (my saved method) and it gets discarded then I live chat them and they say it’s a problem with my bank and to cashout via bank transfer so I do that and it comes up in history as pending and says demestic bank transfer and I live chat them again and they say request international bank transfer but there nowhere to change it to international from demestic meanwhile I deposit again and win 2700 on 2nd aug and same thing happens won’t let me cashout to my own card and won’t help with solving the problem I then played with the 2700 on the 3rd aug and it’s now 2000 I got a friend that plays online casinos a lot and she could not work it out either please can u help me

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Deposit missing via neosurf

I deposited 20 and with neosurf. This aint the first time I've deposited here. Multiple. And it was always instantaneous. Somehow right now its just pending.contacted support. Told me to wait. Ask them just to manually do it but denied. its been an hour. And nothing can't even get the spins. Can't get refund cause its a voucher. Please help

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Payment pending for over 48 hours with no resolution

I won 0.09740962 in bitcoin at this casino after playing the playthrough I requested a cash out in that amount .. on the faq’s they state cash outs are instant yet it’s been 48 hours + and I still have no resolution I’ve reached out several times through the live chat asking the reps what the delay is for ? And they all say something different one stated that a manager had to go over the cash out request and my money would be sent shortly the other said that financial services office had to go over it and that she couldn’t give me a timeframe ??? They were quick to accept the bitcoin I deposited so why the delay in my winnings ??

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Welcome bonus not honored

Pretty self explanatory case here, used your link here to join the casino , casino didn't honour it. This is there link used:

https://www.askgamblers.com/bonus/welcome/ilucki-casino-100percent-up-to-usd100/

This is there chat transcript.

If you need any more information please let me know at < email removed>.

Thanks guys love the site. :) Keep up the great work, and stay safe.

Chat transcript

Name: Matthew < surname removed >

E-mail: < email removed >

Question:

David Thu, 04/09/20 10:51:36 am Australia/Victoria

Hello. How may I help you?

Matthew < surname removed > 10:53:28 am

Hello I joined up thru a link at askgamblers.com and said I get a deposit bonus of 100% matching and 100fs with a minimum deposit of $10. I've deposited 15$ and the bonus hasn't added yet?

David 10:54:06 am

hold on please

Matthew < surname removed > 10:54:13 am

No worries

Screenshot_20200409-104631.png

https://www.askgamblers.com/bonus/welcome/ilucki-casino-100percent-up-to-usd100/

David 10:55:53 am

This bonus is available for the players who signed up through actual affiliate links only. Unfortunately, the link you signed up through is not included into that list, so we cannot offer this bonus to you, sorry about that.

Matthew < surname removed > 10:56:02 am

I did

How do you think I found you

David 10:57:17 am

I'n sorry, but this bonus is also unavailable at the moment

Matthew < surname removed >10:58:35 am

That really how you wanna play it is it???

David 10:58:53 am

Bonus Issuing failed

But i can provide you with some free spins

Matthew < surname removed > 11:03:39 am

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Mate lll give you and this casino once chance to play this out properly and legitimately.. I'm no free rider I spent nearly $200,000 playing online , here's last 6 weeks at Cleopatra casino and poker nox these are euro deposits . And I'm a VIP at luckystar.io and spacelilly.com also. If you honour the bonus I'll return and prob deposit 5 more this morning, if not this will be my first and last deposit and I'll close my account no more deposits. Up to you.

David 11:04:42 am

Sorry, but this is all that i can do at the moment

Matthew < surname removed > 11:05:16 am

Thats crap and you know it you know how many people read my posts on askgamblers.com

You really want 100s of new customers who listen to my blogs on there saying stay away from ilucki.com casino it's fraudulent, doesn't honour bonuses scammers??? For 15$ and some spins?? To have me depositing here??

I have having to go down the road it's no good for anyone involved but this transcript will be posted on askgamblers.com which I've been member of for over 5years now

I hate**

David 11:08:37 am

Sorry, is there anything else I can help you with?

Matthew < surname removed > 11:08:56 am

Wow ok no worries David 👍 have it your way...

What's your managers name there

And who handles your ADRs??

I really hate doing this to casinos but I gave you plenty of chances to change this now who is your manager please?? And who handles your ADRs

By law you have to tell me

I'm waiting

You rated our customer service as bad 11:14:02 am

Matthew < surname removed > 11:14:10 am

Still waiting

As everyone reading this on askgamblers will see when casinos are happy to take money from you , but not even give you a bonus your entitled too, imagine what they'll be like when you want to withdraw your money..STEER CLEAR OF THIS CASINO ALL ASKGAMBLERS.COM READERS AND MEMBERS.

David 11:17:02 am

Any clauses in this Bonus Terms & Conditions can be changed with/or without prior notice of users. User has to check actual information before using any bonuses or depositing money.

Matthew < surname removed > 11:17:20 am

I'll be posting this chat transcript on askgamblers in 10mins :) and I need your managers name and ADR handlers

Bonus was used thru the link I gave you

https://www.askgamblers.com/bonus/welcome/ilucki-casino-100percent-up-to-usd100/

That has been stated many times already

David 11:18:11 am

It's unavailable, Matthew

Matthew < surname removed > 11:18:16 am

Bullshit

David 11:18:25 am

I've just suggested you the alternative

Matthew < surname removed > 11:18:28 am