Lucky247 Casino - Povlačenje igrača je odloženo.

I have two seperate withdrawals pending since 05/0925. I have provided id and address on more than one occasion. I have emails sating my withdrawals are being processed several days in a row. Every single time there is a new excuse to not pay out. They have confirmed my account is verified and my id has been accepted.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Have you made any successful withdrawals from this casino before?
• Did you accumulate your winnings with or without a bonus?
• Have you contacted customer support to ask about the reason for the delay in processing your withdrawal requests? If so, when exactly, and what was their reply?
• Did you experience any difficulties with the verification of your account?
• Which payment method did you select for your withdrawals?

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

Best regards,

Veronika

Hi veronika, I have had many withdrawals processed before. One of which was processed after i provided my documents to both casino fantastico, casino of dreams and lucky247. I have had a mix of play with cash balance and with bonus balance. Until now this has never been an issue. I have only ever deposited and withdrawn with my debit card as my registered payment method. I have emailed customer support every day this week. Every day they have responded saying that my withdrawal will be processed that day and every day it hasn't been. I can forward you every email correspondence to prove this.

Thank you for your reply. Please forward me all the communication between you and the casino regarding the delay in processing your payments at veronika.f@casino.guru, or post screenshots here. I appreciate your patience and cooperation.

I have forwarded the email chain concerning my withdrawls to your email address as requested. In the emails you can clearly see that i complied with every verification request and can clearly see that they approved my documents. As well as that there are repeated assurances that my withdrawal will be processed that same day.

Thank you very much, denisespencer, for providing all the necessary information. I will now transfer your complaint to my colleague Samuel (samuel.s@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear denisespencer,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Lucky247 Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Lucky247 Casino,

Please provide detailed information regarding the player’s issue. In particular, we need clarification on the reasons for the delay in processing the withdrawal.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi Samuel, i would like to add that i have had zero response from lucky247 since i raised this case.

Lucky247 reached out to me today to request yet another document. They have asked for a bank statement for the month of september showing all transactions made to their casinos. I have sent this to them and will update you when i hear back.

Surprise surprise. Lucky247 rejected the document. I sent them EXACTLY what they asked for and yet apparently that is not good enough. At this point i firmly believe they have zero intention of paying me my winnings. I will no longer be sending them documents or jumping through their hoops.

Let me know if you want me to send you this latest email exchange.

Hello denisespencer,

Thank you for the update and for sending the document as requested by the casino. I understand this must be frustrating.

We will wait for Lucky247 to provide their clarification on why the submitted document was rejected. Once they respond, we will review the situation and determine the next appropriate steps.

Yes, please do send me the latest email exchange, as it will help in following up more effectively.

I have forwarded the emails to samuel.st@casino.guru. Thanks

Hello denisespencer,

Thank you for your update. I wanted to let you know that I haven’t been able to get in touch with the casino so far. To help us move forward, could you please resend the proof of your email exchanges with the casino?

Additionally, it would be helpful if you could provide the email address you used to contact them. You can send the documents to my email: samuel.s@casino.guru.

Once I have this information, we can continue working on your complaint more effectively.

Thank you for your cooperation.

Hello denisespencer,

Thank you, I’ve received the documents, they arrived successfully. There was a small issue with the contact, but everything is fine now. I’m still trying to get in touch with the casino, as the support email on their website turned out to be invalid, and the other email provided by live chat didn’t work either.

Have you communicated with them via email? If so, could you please provide me with the email address you used to reach Lucky247 (and not Casino Fantastico)? This would really help in progressing your case.

Thank you for your cooperation.

Sorry just to be clear they only respond to the casino fantastico email address. I originally had a pending withdrawal with casino fantastico. I successfully verified my account and they processed that withdrawal. I then had the two pending withdrawals from lucky247 and one smaller pending withdrawal with casino of dreams. all three of these casinos are members of broadway gaming. I have no idea why but they only contact me through the casinofantastico email address. All of the emails you have read are concerning my pending withdrawals with lucky247 despite coming from the casinontastico email address. You have seen and read every bit of communication i have had with the casino up until this point. Let me know if there is any other way i can help the speed things along.

Hello denisespencer,

Thank you for clarifying — everything is clear now. I’ve already tried to re-establish communication with the casino and am currently waiting for their response. I’ll keep you updated as soon as I hear back from them.

If the casino does not respond within a reasonable timeframe, we’ll unfortunately have to close this complaint as unresolved.

Thank you very much for your cooperation and patience throughout this process.

Hello there,

I’m currently trying to re-establish communication with the casino to move this case forward. I’m extending the timer by one more week, but please be aware that if there is no progress and the situation does not change, I may need to close this complaint.

denisespencer, could you please provide an update from your side as well? Let me know if anything new has happened or if you’ve received any additional information.

Thank you, and I’m looking forward to your reply.

Hi Samuel, i take it that lucky247 did not respond? I have an update, i received a formal deadlock email from them which gives me the go ahead to take my case before ecogra. Would you like me to forward you the email?

Hi denisespencer,

Thank you for the update. I can confirm that I still haven’t received any response from Lucky247, nor from Fantastico Casino. Given how long this has been ongoing, it unfortunately does seem, as you already suggested, that this may need to be resolved through an ADR.

And yes, please forward me the email you received. It would be very helpful.

Thank you.

I have forwarded you the deadlock email.

Hello denisespencer,

Thank you for providing the email correspondence with the casino. I was quite surprised to see it came from support@lucky247.com, as I was unable to reach them through that address myself. Previously, I had also tried to communicate via Support support@casinofantastico.co.uk, but I haven’t received any reply from them for the past 15 days. I have now attempted to re-establish communication with the casino.

Could you please confirm whether you have already submitted all the necessary documents for verification? This will help us move the case forward.

Thank you for your cooperation.

Yes i have submitted every single thing they have asked for. I feel like it is obvious at this point that they are just inventing reasons to delay the payment. I have now escalated the case to ecogra although i am yet to hear back from them as it stands.

Dear denisespencer,

Thank you for your final update. I understand your concerns and the situation from your perspective, and I’m not suggesting that your interpretation is incorrect. I appreciate the information you provided, and I truly hope you will be able to resolve the issue through the ADR procedure.

As the casino has not cooperated further, we will now close this complaint in our system as unresolved. Please note that unresolved complaints have a negative impact on the casino’s Safety Index. If the casino decides to address the matter or provide additional information, the complaint can be reopened, and you will be notified by email.

Thank you for your cooperation throughout the process, and I wish you the best of luck moving forward.

Best regards,

Samuel

Casino Guru