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

Teilen Sie Ihre Erfahrung mit diesem Casino

Teilen Sie Ihre Meinung mit anderen Spielern. Seien Sie der Erste, der diesen Bonus bewertet!

Spielerbewertung

7/10 ● 88 Bewertungen

Top-Bewertungen unserer Spieler

vaibhavsingh

8/10

Casino luck was one of the first online casino portal I registered myself with and as I was my maiden encounter with the online gaming industry I was having a very hard time understanding the know-how and was not really loving the whole idea in the first place.

I had to talk to a lot of existing players and even contacted the support team a lot of times because the games initially were very slow and not that responsive as I had expected them to be but then I realised that it was my stupid internet connection that was causing the problems. In the beginning I lost a couple of 100 dollars and started thinking that associating myself with online portals is a big mistake but then gradually I started improving and was really happy that finally i got it going for myself. The best thing about the Casino Luck is that the pay outs are very quick and transfer to Neteller in my case was done within 32 hours and I was very happy because I had heard that most of the online casino rooms start crying when it comes to the players withdrawing but hopefully no with this casino room and this I can guarantee because not a single question was asked or no unnecessary documentation required when cashing out.

The games are fast and the variance goes in our favour most of the times but it depends on the player as how he handles it. This site also has a very jackpot to offer. And there are always some promotional activities going on for the players when in need and what else does one need from a casino. All in all it is a very good casino and if your luck and skill are going hand in hand here then you do not need to look for another casino room.

smaharka

Casino Luck is one ofthe best casino I love to play!!!!!

gotcha888

Casino Luck is the best Casino that I have ever played before ( not only because I made a lot of withdrawal lately) but instead of fair and Honest Casino, Casino Luck also provide a lot of worldwide casino games, seems that I can spend a lot of my time ( around 12 Hours to try every games ;) , so exciting.

I tried to play at a lot of casino including the top casinos at Ask Gamblers list, but so far it seems like if that is your first time to play, maybe you will feel its easy to win, but after played for a long time, seem its getting hard to win ( maybe I just a little far from of luck ).

Maybe for now I feel that Casino Luck is my best choice, because they can make satisfy all of the gambler needs such as Fast email reply, quick withdrawal, they did not ask for doc. verification as long as the total amount not exceed than $ USD 2300 ( only takes 2 or 3 hours using Skrill), also a lot of games that we can choose from , it is so perfect so far.

Its worth as Recommended to Play Casino ( maybe could Beat #1 Top Casino at Ask Gamblers list )

Just a suggestion for casino Luck I try to find Bejeweled, but cant find it, ( I miss this game).

So in conclusion I would like to rate the Casino Luck By :
Support: 8/10 (Needs Live chat)
Software: 9/10
Deposits: 9/10 (I did not see a problem)
Payouts: 9/10
Withdrawals: 9.3/10

smaharka

I love to play in this casino,it isone of the best!!!

Th3 Runn3R

One of the best Netent and mMcrogaming powered casino!
I became a member about 1 and half year ago. Never won anything but I still enjoying the games.
They recently changed their look and I find it better than the first one.
This casino also offers us live games like blackjack and roulette.
I like the ladies of the live games, they are attractive and smile a lot. You can also chat with them if you like.

I have made a few small deposits to the casino and played a few hours with the smallest bet.
I remember the first game I played at this casino was Jack Hammer. This game was addictive because of the re-spins feature you get when you get one or more winning lines.
The biggest win I ever won was also at this casino. I got 5 scatters on the game evolution and I never though I can get those 5 scatters with one spin. Unfortunately my bet was very low (actually the lowest bet) but I was very happy with the winning ( €67 ) with 0,20 bet per spin. With this balance I kept playing and playing and after a few hours my balance reaches zero. I should stopped when I got the chance but you can't stop when you are having fun and to be honest, Netent games are addictive and I can't get enough of them.

I wonder why they stopped with giving free spins. It has been more than a month ago I got free spins from them. Maybe there are too many members? Or maybe because I stopped with making a deposits.

The FPP (frequent player point) is a great feature of this casino.
You can earn points for playing their games and these points can be exchanged for cash so if you play a lot and eventually lose, this is a way to get your losses back (not guaranteed).
Every 100 points worth 1 euro and the minimum exchange points to cash is 200.

Their service is good but could be better (live chat isn't always online)

I give this casino 3 stars out of 5.

lillani

I remember Casino Luck was small casino at first but now it has keep on growing and is nowadays large casino to play. Things that are good for player are that casino offers fair bonuses, free spins and offer sand its customer service works and is friendly. In my opinion Casino Luck s customer service works very well and I have got even free bonus by writing and asking those.

Casino Luck would be greater if offers more often free spin campaigns. I don't know what are payouts from this casino. Personally I have to say I enjoy to play in that place but i haven't got actually ever done withdrawal for winnings, but that can depend of my amateur playing skills :D and that I don't make withdrawal for little winnings - they must be high ; )I truly am a fan of Netent software and Casino Luck is good example for good Netent casino .

bogdangy

I created my account at Casino Luck few months ago and I wasn’t able to take advantage of the great welcome offer that was available via askgamblers for Christmas! My Skrill balance was showing 50 RON(almost 11 euro) and I decided to spend them on Starburst, so I made a deposit to this casino!

I played about 30 minutes at this slot game and my account balance reached 24 euro! I decided to play other slot game because I thought that Starburst won't pay me so well forever! So I started to play The Dark Knight Rises slot because I like very much Microgaming slots! I managed to trigger the free spins 10 times and they paid me very well! The biggest win was 37 euro and I was very happy playing this slot game!

When my account balance reached 50 euro I decided to stop playing and to request an withdrawal because I knew that I can't resist the temptation and I will spend all the money!
I want to tell you that I like very much this casino because they have a lot of slot games from Microgaming, NetEnt and another important thing, a lot of payment methods, from credit cards to e-wallets and paysafecard! Also they have a good support team and they have live chat and this is important for me!

I will rate the casino from my own experience, a nice one, I will start with the bonuses and I will give an 8 even if I didn’t took advantage of the deposit bonus, 10 for their nice slot games, another 10 for the great support team and 9 for the payment methods!

Overall this is a very good casino where you can spend your money, have fun and maybe you will win something! I will come back to this casino very soon because I want to play the Silent Run slot and to win again!

mikethespike

I seriously can't understand why this casino is rated so high. I'm a veteran gambler, with accounts at over 50 casinos worldwide, and I have never, and I mean NEVER, seen a casino pay out as little as Casinoluck. I have played different games at different, times, with different bankrolls and wages, on different games, and I have not won more than 30 euros at this place. It's almost as if they are emptying their slots every hour or so, leaving nothing to pay players out with. I would suggest staying as far away as you possibly can from this casino. Even the lowest-ranking casinos listed here I have played, and even they are not as bad as Casinoluck. Pure evil. Don't play, lose all your money, and force me to go "I told you so", because that's what will happen.

Support: 0/10 (Offline 90% of the time)
Withdrawals: 0/10 (I'd like to see anyone withdraw.You have to win something in order to be able to do that)
Bonuses: 5/10 (At least you can decline them, what any REAL gambler will want to do)
Looks: 0/10 (Terrible. The only NetEnt casino where you can not right-click a game and choose a different graphics quality, nor can you go full screen, plus skill-stopping seems to respond with horrible lag as seen with slow servers)

katemak

Casino Luck is using Net Entertainment, Betsoft, Play'n Go,Sheriff Gaming, NextGen Gaming, Microgaming Quickfire software, re-launch in 2011,Casino Luck is more improved, they have great graphics,very good features, great images which have over then 50 amazing slots games ,classic slots,card games and tables games. Casino Luck has just added new video slots games from different softwares which I all ready mentioned them, like: South Park,Secret of Stones, the very popular game mine favorite also Gonzos Quest, Magic Portals, Rell Rush,Magic Portals, Elements video slot and many others you can choose from.They have only Instant play, which I prefer, easy ,simple use of the site, so you can find the games easy. Casino Luck have wide range of banking options and quick payments.

Deposits can be made via Maestro,Master Card Click 2Pay, WebMoney, EntroPay,Paysafecard, Ukash, Visa, Visa Debit, Visa Electron. They offer many Language support on their site to choose from such as English, German,Spanish, Polish, Russian,Czech and Chinese.
They are no downloading Casino which is really good .They are one of the best sites and secure casinos on the net as I managed to read.

First I did use their no deposit offer 10 free spins on Gonzo Quests and did win only 1.25 euros which is tiny thing This September I did become their depositor, they had really good deposit offer if you deposit 20 euros or more you get 100 free spins on Starburst game slot, on that 100 free spins I did won only 10.55 euros well have to say I was disappointed and spend it really fast well that was my luck I guess.

But as a depositor I get free spins on time to time so maybe I will manage to take something from them.
Weel I give them one minus because of the support they don't have live chat so if you have some problems you have to wait for the next 24 hours till someone will respond .

I am not big fan of the Netent Casinos but I would recommend this casino because of the internet reputation as a solid and trusted casino online.

Support: 5/10 immediate Live support
deposits: 9/10
Payouts :don't have experience but from my searching on net they are really fast.
bonuses: 9/10

aemakgol