Beschwerde #10 Lucky Vibe Casino

LuckyVibe Casino - Making it impossible to withdraw

Von Gerard1984

vor 1 Woche

I have been having a horrible time with LuckyVibe. I have a 47mbtc balance and have been trying to request a withdrawal for 2 full months now. Their cashier system is the most terrible one I ever saw. It is very unclear if the amount needs to be entered in btc, mbtc or μbtc. But the weird part is: all of them don't work!
As you can see on the screenshots, when I enter it in BTC (for example 0.04) it says "required" as if I have nothing filled in yet. When I enter the amount in mbtc (for example 40) or μbtc (for example 400 or 4000) it says "amount out of limit" despite even their cashier info on the bottom clearly stating "minimum 2 μbtc, maximum 400mbtc" so all my amounts I tried fall within their limits for sure.

I have sent numerous (8) emails back and forth and they keep suggesting things that don't help. Such as "try a lower amount as we need some funds to pay for the fees" but I have already done that as I have a 47mbtc balance and tried amounts like 20 mbtc or 40mbtc. And they keep saying "try it again please" and then the same problem persists. We are now at a point that it looks like they are only stalling and hoping that I totally give up.

I have already tried it on 3 different laptops, 2 different phones, I tried it in 3 different browsers (Firefox, Edge and Chrome) and I cleared cache and cookies, so all of those factors play no role either.

I am desperate. I asked them also 2 times to manually send me my funds and gave them a receiving address but they ignored those requests.

Please help me get my funds out.

Unseriöses Casino Lucky Vibe Casino

Grund Abgelehnte Auszahlung

Betrag mBTC47

Diskussion

Lucky Vibe Casino

• Representative

vor 2 Stunden

Dear AskGamblers

We would like to thank the player for their continued patience and apologise for the delay.

The matter is still being reviewed by our technical team, and we are awaiting further feedback. We can confirm that the player's suggestion regarding a manual withdrawal has been shared with the relevant department for consideration, although we are not yet in a position to confirm the outcome.

We understand the player's frustration and appreciate their cooperation while we work towards a resolution. We will provide a further update as soon as additional information becomes available.

Kind Regards

The Lucky Vibe Team

Gerard1984

• 4 Bewertungen

vor 3 Tagen

I have made a video recording of the problem upon their request. I sent this yesterday and am currently awaiting their investigation.
They refused my proposal to do a manual withdrawal, I would have preferred that much more.

AskGamblers

• Support Team

vor 4 Tagen

Dear @Gerard1984,

Please let us know if there are any updates regarding your ongoing complaint. In case you fail to respond within the given timeframe, please be notified that we will consider your case resolved and it will be closed accordingly.

Kindly note that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints 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.

Lucky Vibe Casino

• Representative

vor 1 Woche

Dear AskGamblers

We’re sorry to hear about the frustration this issue has caused and appreciate the player bringing it to our attention.

Our support team initially provided standard troubleshooting steps to rule out any local or browser-related issues. As these did not resolve the problem, the case was escalated to our second-line technical team for further investigation.

Second-line have reviewed the issue but have not been able to reproduce the behaviour on their end so far. In order to properly diagnose what may be happening in the player’s specific environment, we requested a short screen recording of the withdrawal process from start to finish, including the BTC input field where the issue occurs. This is a standard step in cases where the behaviour cannot be replicated internally, as it helps us identify whether the issue is device-, browser-, or session-specific.

We understand this may feel repetitive from the player’s perspective, however without a reproducible case or visual evidence, our technical team is limited in how far they can progress the investigation.

We remain fully committed to resolving this and are happy to continue working with the player directly. Once the requested recording is provided, the case will be prioritised for further technical review.

Kind Regards

The Lucky Vibe Team

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