CasinoLuck

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

Rejected

kr10000

CasinoLuck - 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.

CasinoLuck - 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

CasinoLuck - 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

CasinoLuck - 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>

CasinoLuck - 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.

CasinoLuck - 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

CasinoLuck - 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.

CasinoLuck - 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

Complaint Statistics

Resolved 21

Avg. Amount $ 1,169

Avg. Complaint Duration 8 days

Avg. Response Time 2 days

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Player rating

7.1/10 ● 89 reviews

Top reviews from our players

drogerman

1/10

Nothing really. Used to be a great place prior to change. Now it's just as bad as Karamba.

Horrible change of ownership. Cryptic bonus terms, promos that are not working. They have a promo thats 100 spins on Gonzo or Eleements that never works, but because they cant make it work they are "willing" to credit your account with $10 bonus. Value of spins is $20 so yeah, stay away.
Support takes ages to answer too so any deposit there is better spent elsewhere.

antmusic

7/10

Hello everyone. This is a follow on from my previous message when i highlighted i was waiting to see how long it took for me to get my winnings. Well i am pleased to say that they hit my bank account late last night (Tuesday 14th March). So from withdrawing on Sunday 12th March, it only took 3 days from pending to approval and then payment which in my book is very good.

Previous comment:
I have been a member of many on-line casino's, in fact most that are advertised on the first page when googled. I look for 3 things that are important to me: Number 1, how fast are they in paying you your winnings. No 2, do they offer live support, and if so, how good are they. No 3, do the games run smoothly. No1 and No2 are paramount to me though. Well I joined Casino Luck at the weekend, well Friday evening 10/3/17. Because I have joined many casino's I tend to send in my documents in advance. This saves time if you are lucky enough to withdraw. After sending in my documents on Friday, they were approved today (Sunday 12/3/17) which I feel is a positive start. I have interacted with the live support team who have been helpful and professional, so all's good there too. Now my number 1 priority I will have to wait and see as I made a withdrawal yesterday (11/3/17). I understand completely that its the weekend so like I mentioned, I'll see how quick my winnings hit my bank in the week and let everybody know.

The site itself I really like. I love the Green look, and as green is my favourite colour, its a win:win. My favourite game is live roulette and no problems there, (my only small frustration is max £50/number...sometimes I like to go for it) I also played BJ, 3 and 5 card poker which were all good. I had a few spins on the slots and won a bit, well I got in the feature which is impossible on some sites. So all in all, I'm quite impressed with Casino Luck. I know they are quite new and I didn't see them advertise on Google either. I actually saw the advert on Neteller of all places. So I'll see how quick my payment arrives and let you know if anyone is interested.

What i have realised since my last message is that this casino charge you for not only withdrawing your winnings (albeit a small charge) but also depositing. I made a deposit of £1000 and received a charge of £50, yes that is correct, £50. I received a charge of £50 for depositing money to play on the site. Sorry for repeating myself...but £50 for putting money into my account. What is that all about???
Saying that, this is my only negative review as they hit the mark on my 3 main areas: Withdrawal time = good, live support = good and games = good. Charging you money to deposit is a real shame though and extremely odd. Ive never come across that before.

Previous comment:
So far so good and like I said, I'll let you all know how quick my winnings are paid.

worldlad

1/10

Nice navigation, good selection of games, easy to find what you need.

Bonus was not added contacted customer service who told me to email in and a manager will deal with it, not messing around emailing begging for a bonus which should of been added automatically nor am I waiting several days for a response. Closed my account found customer service couldn't care less. Avoid.

fb_978298148884015

8/10

Just an okay casino for me, nothing highly positive and nothing negative just a solid one. I deposited via mobile here because it's the only casino where it actually works, weird plus :D The second and I can tell more valuable opinion for you newcomers to Casinoluck - No problems with withdrawals and anything at all. From what I remember I won from no deposit bonus here and without any problems I got my credits in a few hours using skrill withdrawal method.

Just not a big fun so it's not my favourite one to play on a daily basis.

Lulu

10/10

This is my favourite casino. I have had many small wins consistently, from $100-400 and less but then again I never bet big around $.50 per spin on average. I never needed to use the live chat or had problems with payments etc. At first I was able to withdraw my winnings without providing ID to my e-wallet, only until I requested a bank transfer did I have to validate my account and surprisingly I am able to transfer funds to my bank account although I load money through my e-wallet, this is really convenient.

There are many game providers and just a few games are barred from playing with a bonus plus the max. bet with a bonus is high. There is normally a monthly 50% reload bonus and regular weekend bonus of 50% (13xb+d). I also love that I can check the progress on my W.Req. in my account, hate having to contact chat for this in other casinos.

Nothing to dislike so far. Maybe, some more bonuses for the holidays would be nice.

spicyhot

3/10

Good games, but no different to other well recognised on the market

Poor bonuses and promotions and no vip scheme.
Customer service is better than jetbull but not really for high rollers.

stevengiliies

2/10

A few good games. Don't waist your money playing here - Luck casino is a backyard setup

Slow withdraw they say 24hours but more like 48 hours and that's only the approved stage, they don't send email confirming withdraw only one if you reverse it.

Support is not available 20 hours of the day, 2-15 hours for reply from emails, they are affiliated so any bonus they give is small like around 2% - 5% max.

Support are basically useless the casino runs it self 16hours of the day with no one is there!

Live chat works only to suit Europe working day.

raverbabe

7/10

This is a very similar operation to Next Casino, which is not surprising as the two casinos are operated under the same license and use the same software platform. Just like Next I was surprised to see so many negative reviews here at Askgamblers, and the overall score for CasinoLuck is even lower which makes me wonder how I have ended up being so lucky to have no problems whatsoever!

If you have already used up your welcome bonuses at Next then this group allow you to receive the bonuses once at each of their casinos, including the generous 100% first deposit bonus with 40x bonus wagering. Personally I think it is worth giving this casino a go just to take advantage of this bonus because low wagering bonus offers are starting to get very rare now.

With all the players complaining here of slow withdrawals I can't help but wonder what method they are using because all of my requests to Skrill have been processed in less than a day, often just a few hours. I will agree that it took a little longer than average to get my documents approved in the first instance but because this is only a one time inconvenience I don't think it is a big problem for most players.

The Every Matrix software these casinos use supports games from a wide range of providers, the only big name missing is Playtech but there are a great many other casinos with those games and there are very few casinos around who have Microgaming, NetEnt and Playtech all on the same site. I do enjoy a few Playtech games but I feel that CasinoLuck have a good enough range without these.

I like to play from my tablet sometimes and usually choose either Next or Luck on these occasions - whilst some casinos just make their games fit the different screen size and interface used on mobile devices these casinos have put a lot of effort into making sure the experience is as smooth as possible and it really shows. The only downer is that not all games are available on the mobile platform.

Tenaladytart

10/10

Great site fast withdrawels, no ID needed until u withdraw over 2000..

Plenty games I am surprised this casino ranked so low.. Regular free spins and deposit bonuses

I love casino luck

There is no search bar and can be a hassle wen lookin for a certain game.. other than that there is nothing negative to say

peiling