CasinoLuck

Waiting 20 days on a 10,000 SEK withdrawal

£80

13 September i opened an account on CasinoLuck. I played the welcome bonus and i manage to win 10 000 kr. I made a withdraw, i am still waiting after 19 days. I have not been given any information and they not answer my mails. I followed they bonus rules, i read them before. I feel bad, i dont know whats going on, i feel helpless. Please help me- Nicklas

Abgelehnt

kr10000

Missing funds due to game glitch followed by inadequate investigation of the issue

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.

Bonus not credited as advertised

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

Attempting to apply unfair rule which is not listed within their terms

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

Slow withdrawal and lack of support

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>

Stalling 13,502AUD withdrawal to Neteller

$1200

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.

No withdrawal option available

$13502.92

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

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

I have won around 700 pounds completing their sign up offer. As I tried to withdraw, my account got suspended. I received an email from their security team saying that i need to send them the following documents: 1. A scan or digital photo of your passport personal details page OR a scan of National ID card/drivers license (back and front). 2. A scan or digital photo of a recent utility bill (electricity, phone, or alike) not older than 60 days. 3. A screenshot from within your e-wallet. 4. A close up photo where you hold your ID/passport next to your face. I submitted the documents 7 days ago. After that, sent them a couple of emails but did not receive anything from them. I tried to contact the live chat as well. The lady was very unhelpful, she kept repeating that I need to send an email to their security team, although I explained that they have not been replying to my emails and since they do not have a phone number one can call, there is no one else except the live chat left to contact. The live chat representative asked me if I have sent the notarised documents, which was a surprise, since I was not requested to send any notarised documents. If this is what it takes to receive the money I won legitimately, I will do it. However, nobody from their security team has contacted me after I sent the documents, which they have requested. She also told me that my account is closed due to fraud, which really shocked me. I sent an email to their team asking what fraud was she talking about, however have not received any answer. Do not really know what else to do and how to get in contact with them, since they have been ignoring me. It really annoys me that once you win, they do not want to pay a player. This does not seem right to me. I am really looking forward to find out their reasons behind mine so called fraud, since I am sure that I have not done anything wrong: only played one slot and did not exceed 5pounds bet rule, and receive my winnings, of course. I believe that somebody has to regulate such casinos more closely, because they are doing whatever they please.

Delaying too much for my withdraw request 1200 ZAR

£700

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.

R210

Beschwerde-Statistik

Gelöst 21

Durchschn. Betrag $ 1,161

Durchschn. Dauer 8 Tage

Durchschn. Antwortzeit 2 Tage

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Spielerbewertung

7/10 ● 88 Bewertungen

Top-Bewertungen unserer Spieler

colin

10/10

I've had a account with casino Luck since last year.

When I first deposited for the welcome bonus I won big and the money was in my bank within a couple of days.

After that made a couple of deposits made a couple of withdrawals nothing big. Then last week I got a email offering a good match up bonus so made a deposit and yet another descent win and the money was in my bank in 2 days again.

So nothing but good things to say about this casino the slots pay out well and I've never had any problems with withdrawals it gets full marks from me excellent choice of slots also.

shikder

10/10

Casino Luck is a fantastic casino I had experienced and they are fast, fair and withdrawal takes within 12 hours which might be every player likes.

They have several provider's games and I never found any glitch while playing.

Their promotions are in a word awesome, only 20X(deposit+bonus) and easy to navigate how far we are behind to finish the wagering.

Casino luck is my most favorite casino where I can put my trust and can play with peace of my mind.
Thumbs up ;-)

Inaktiver Benutzer

vor 9 Jahren

8/10

Casino Luck, the casino space theme in which players offers more than 200 games. In order to provide its players even more, Casino Luck has provided a variety of promotional offers of bonuses for refilling to free chips and cash prizes. Casino Luck strictly adheres to safety standards, and the players guarantees 100% secure gaming, as well as 24-hour customer support and practical option banking. This casino is the responsibility of the Government of Gibraltar. My deposit here amounted to € 60, and only a couple of days later I paid another 40 €. After the roulette and slot machine Gonzo's Quest in the account I had € 170. I should have paid the money but my greed destroyed me. After three hours of play at Lights slot I lost about 130 €, the rest of the money I lost on Starburst slot machine. On starburst I had a series of 12 spins without one payline, big disappointment for my budget.

The collection of games at Casino Luck launches some of my favorite operators: NetEnt and Microgaming. This casino belongs to giant online company Minotauro Media Ltd. Casinos. It guarantees top quality players playing from the collection of over 200 various card and table games, slots, progressive jackpots and fast game, and all are available in instant versions to play that do not require a download. Vending machines are a big part of the gaming arsenal Casino Luck, which includes popular games like Hot As Hades, Hot Ink, Starburst, Blood Suckers, Lights, Disco Spins and Gonzo's Quest. The table games are among the variants of roulette: Live Dealer and blackjack. Casino Luck is also available on your mobile device. The Casino Luck, new players are warmly welcomed the generous welcome bonus on first deposit.

Existing players can enjoy a multitude of original promotion such as extra spins, cash prizes, raffles and bonuses for referrals to friends. Casino Luck offers a variety of benefits to its loyal players who can take advantage of the exclusive rewards. Casino Luck employs 24-hour customer support you can contact by phone, e-mail and directly on the website of the casino. On this great place, deposits and withdrawals can be made in many ways, for example, by phone, credit / debit cards, e-wallets and bank transfers. Speed of payment depends on the means of payment, and the quickest way is via MasterCard. My recommendation for all the right players, register now and find your luck on Casino Luck!

wymyty

10/10

You cant believe me, but I was looking for the casino with word" Luck " in his name, I played in many casinos.
Last night I slept strong, but near morning, my dream thinks sailed to the casino, it was, of course, "CasinoLuck".

Tozlynn

10/10

Love this casino. Even when you bet small you still can win big.
Make 2 withdrawals and super fast. Takes 2 to 5 days and that+s including weekend.

Ranjediet

3/10

Tried this a month ago and now again, spent 190 euro and bad luck but that is not the casino's fault.

The speed of the games are so slow. I can make a coffee in every spin and it is not because of my internet.

colin

8/10

Had no problems with this casino. Deposited £40 for the bonus, withdrew £700. Took about 5 days so not the quickest in the world but had no problems.
good selection of games.
I recommend.

thongmi

2/10

Deposit 3-4 times in 2 years time and never won until 3 days ago! Withdraw 45 euro and got email about verifying my account which I did within an hour. Have now waited 3 days for them to approve my account and send me my winnings and still nothing happened.

Emailed them a couple of times and they responds about 4 hours later that they sent the matter to the payout office bla bla bla. Very suspicious that the same guy answered my 3 mails different days and times. Feelings about a bluff site with one man show who do everything alone, those always stalling withdraws and try to find reasons to not pay you the winnings.

Play a lot with Unibet, Betsafe and Casumo and all those confirmed my account within 30 minutes, Casumo did in the chat in 2 minutes. Withdrawing is very rapid in serious sites, not more then 24 hours and before 9 in the morning you have it in the afternoon, one bank even pays it the same minute its approved using trusty.

Beware of this site with no chat and long waiting on payouts, if you even gets one.
As i said before it smells scam a bit, if not, very bad support and withdraws.

azarttv

8/10

A generous site on casino bonuses and promotions. You can play the money to invest safely. Output did, winning issued quickly.

Not all languages have support. You can not make gains in output and holiday.

LeoDubbed