Lucky Owl Club Casino - Isplata igraču je odložena.

Sent in all my verification documents and deposited $25. Requested payout on 9/26 was told on 9/27 I would recive my money in 12 to 24 hours. Still nothing website says 40% completed. Spoke with multiple people apologizing for the delay and that they promised to look into it and they're would me not more of a delay its now 10/1 and they won't respond to live chats nor the emails ive sent in to customer support. Ive even emailed Zara the person who took all my verification documents. I'm not sure whats going on but it seems that this casino is a scam. If you can do anything to help I would greatly appreciate it. Thanks In advance

Dear player,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and does, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Trapdn05,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

No I have not received anything ive reached out via email and live chat and got no response

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals before?

Could you please confirm that you have passed the KYC verification?

Could you please specify the bonus you used?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Hi.. No.. I have not made any withdrawals from them before.. looking online ive read that some people say they have had zero issues withdrawing their winnings n have had great customer service.. I used their promotional bonus for new players. I met the requirements for a withdrawal. I have passed their verification requirements and made a $25 deposit. Ive heard nothing from them via email and some responses at the beginning and recently ive been getting completely ignored on the live chat even tho it says im connected and someone will be with me shortly. I am attaching emails screenshots and messages from when they were responding showing what they have replied back. Thank you for your help

I cannot attach the screenshots for someone reason so I am going to send them via the email address you provided

Dear player, could you please send me a screenshot of your withdrawal page showing all the details of the transaction? Also, do you have any updates — have you heard anything new from the casino since your last message?

• No still havent heard a word no emails no response to my messages... nothing.. its been a whole month now..

Unfortunately, we have come to a point where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 10+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us.

Sadly, we are forced to close your complaint as "unresolved." This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue, however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, we have no other choice since it seems to be a common practice for Lucky Owl Club Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our failed attempts to negotiate.

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts resolving any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Lucky Owl Club Casino. I wish I could be of more help.

The casino can reopen this complaint anytime.