iLUCKI Casino Complaints

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

Resolved

€600

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]

Resolved

руб.53,000

Withdrawal issue, poor support service

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

Resolved

$500

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.

Resolved

$600

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

Resolved

$800

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

Resolved

$20

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 ??

Resolved

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

Doesn't matter. I want the managers name now

David 11:18:39 am

The system doesn't allow me to add this bonus

Matthew < surname removed > 11:18:42 am

And who handles your ADR

Yes it does

David 11:19:07 am

As far as I can see, our conversation has reached a dead end.

We've done our best to help you but unfortunately, we can't provide any other information regarding your issue at the moment.

Therefore, we have to close the chat to be able to help other players.

Thank you for understanding.

Matthew < surname removed > 11:19:10 am

Computers don't run casinos mate, people run casinos

David archived the chat 11:19:11 am

Duration: 33m 47s

Chat started on: https://www.ilucki.com/en-AU/promotions/welcome-offer

E-mail from LiveChat

Resolved

$15

2450 euro declined withdrawal

So, yesterday 17.12 i found out about iLucki casino and decided to register there.Set up the account deposited 20 euro and took a 100% Welcome bonus.After wagering was finished I submitted my documents for verification and tried to cash out 2450 euro.This morning I see that the money is returned to my casino balance and I get an email from the casino support that I have violated the casino T&C because multiple accounts have been registered from my IP address.I talked to Live support who have told me that their security system has flagged my account for the reason stated above.When I disagreed with them because I have never even heard of this casino before and registered just yesterday, and demanded proof to support their actions, they replied that they cannot help me resolve this issue and that I should write a response email to the one they've sent me before.While talking to Live chat the casino took the money from my account. I wrote an email to them buy they haven't responded me.I'll I'm trying to do is to find out what the problem is and if I have really violated the T&C's I feel like I deserve to be presented with a proof of that.You can't just state something and take people's money away for some reason without presenting them with the appropriate facts.I have screenshots of the attempted cash out and of the chat with Live support and will upload them if necessary.

Resolved

Delayed payment of $1500

I won $1500 around 4 days ago and began withdrawal process, all my documents were verified but my country (New Zealand) doesn't allow for the money to be charged back to my card. Because of this I requested a bank transfer which are permitted as I have been paid this way from other online casinos. I was told I would have to withdraw using the casinos other options - Neteller,Skrill,Ecopayz,Neosurf etc but I would first have to make a deposit using one of these methods before I could withdraw from ilucki. No problem..except I have no option on my deposit page to use any of these methods, my only option to deposit is by credit card or Neosurf- nothing else so how am I meant to make a deposit if I do not have the option? Again I requested a bank transfer, to which I was told their finance department will email me shortly to find a solution. This was 3 days ago and every time I return to live chat I have to explain my situation over and over just to be told the same answer, yet nothing is being done about it. They have bank transfer listed as a withdrawal option and it's into the same account that the deposit was made from therefore I don't see what the issue is.

Resolved

$4,000

Delayed withdrawals, no response

Hi, I joined Ilucki casino 22nd , 27th I used Weekend reloaded bonus , deposited 100 euros and got 100 euros, balance was 2489 euros after wagering. I made withdrawal request 2489 euros at the evening 27th. Withdrawal was still pending until 28th morning, I realized maximum cash out is 1000 euros per week. Then I canceled the withdrawal made two 1000 euros and one 489 euros withdrawals. I have sent few times email and messages to ask about my withdrawals but no response at all . Since states on casino withdrawals approved within an hour via Skrill. But now almost three days, no response from my emails at all, withdrawals are still pending, no live chat, don’t understand why the ratings are so high at askgamblers. First time having such kind of problem at Direx casinos.

Resolved

€2,489

iLUCKI Casino Complaint Stats