Luckystar Casino - Povlačenje igrača je odloženo više od mesec dana.

TLDR;

I requested a withdrawal of AUD 800 to Bitcoin on 27 June. It has still not been paid.

Background

I am an experienced online casino player. With Luckystar I have made 100's of deposits, and dozens of withdrawals. Since withdrawing to credit card became impossible a couple of years ago I have withdrawn successfully to Bitcoin.

I have been ID verified.

I do not play any bonuses, etc, which may require play-through requirements.

Current

I made a successful withdrawal of AUD 1000 to Bitcoin on 15 May. (I had made lots of other successful withdrawals to Bitcoin in the previous two years.)

Usually, Bitcoin withdrawals on Luckystar take one day. Two days at maximum.

On 27 June I made a withdrawal of AUD 800. No difference to normal.

I received the immediate 'Pending Withdrawal' email response from the casino. And my account reflected the amount withdrawn.

On 20 June, after not receiving my withdrawal I contacted online chat support. (attached) They apologised, and said: "your withdrawal will be processed soon."

On 22 June, still not receiving my money, I contacted chat support again. (attached) They apologised, and said: "your withdrawal still in progress", and that I could contact their Finance department at finance@luckystar.io.

I wrote to the Finance team with the same request.

On 27 June, after another week without payment, and no response or even acknowledgement from the Finance team, I again contacted chat support. They said: "The finance team is aware of your request, they are working on processing your withdrawal as fast as possible. We just ask for a little patience, when everything is ready you will be notified by mail."

I asked if I should cancel the pending withdrawal, and do it again. They answered: "I suggest you to wait because they have already taken your case, please be patient, and sorry for the delay."

I again wrote to the Finance team.

No response.

Another week, on 5 July I write to support@luckystart.io. (attached)

They reply quite quickly: "Our finance team will review your request promptly, and you will receive an email notification regarding the outcome"

On 7 July I reply to Support. (attached)

Another week passes. No payment, no reply.

On 15 July I write to Support again. (attached)

On 17 July Support reply. Again, they apologise. Again, they ask me for patience. "Please be assured that we are working to expedite the approval process and will keep you updated on the status of your request."

Today

As of today (22 July) I have had no further correspondence. And no payment.

As you can see from my emails/chat I have been incredibly polite and understanding. I have offered to cancel my withdrawal and re-submit it. I have asked them if it is just me, or they are having problems with everyone. If it is the latter case I understand they may have complex technical issues.

The alternative is that they are picking on me!

Very clearly, their online chat support, and their email support@ replies are simply designed to keep me calm, and to keep deferring and delaying. They even say at one point that they don't really have anything to do with their Finance department. LOL.

Obviously, I have not played at Luckystar while waiting for my payment. (And this has no doubt cost Luckystar more than the amount they have to pay me!)

I have almost given this up as a lost cause now. However... just for my own piece of mind it would be great to know that this is not 'personal' and directed at me!

If Luckystar are going broke, and not paying anyone, fair enough. I understand. Not happy, but understand.

But they are still operating. You can still log on and play. I am still receiving emails from their promotions and support teams.

So I fear that maybe, just perhaps... they just don't like me.

I really appreciate your thoughts and comments.

Regards,

Rohan Safstrom

PS. I am attaching all the noted documents as a zip file. (Concerned that email systems may block plain text files.)

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Do I understand correctly that you made the last successful withdrawal in May?
• Could you please advise us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please post a screenshot of your withdrawal history here in this thread.
• Did you accumulate your winnings with or without an active bonus?

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.

Best regards,

Kristina

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If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Thank you for your quick reply, Kristina.

Regarding your questions:

1. Yes, 14 May. And several withdrawals in April.
2. Current status: In progress. Screetshot of recent withdrawals attached.
3. No bonuses. I only occasionally play some free spins bonuses with 0 x wagering requirements. But in this case, not even that.

I do note that between my last withdrawal in May, and this current one, Luckystar seem to have changed their own Bitcoin payment method: from finrax_btc to alphapo_btc. But this is their internal processing, and not something that a user can select.

My biggest surprise here is that Luckystar would treat someone who is obviously not quite a base-level player with such... disrespect. Finance department not even replying, despite promises to do so, and such vague and formulaic responses from Support. (While at the same time, still receiving higher-level offers and promos from them.)

I have never previously had any issues with Luckystar, beyond maybe a one or two-day withdrawal delay, and certainly no abuse, or questions of 'angle shooting', or bonus hunting, etc. And from my chat history and emails, you can see how I am always perfectly polite and considerate and understanding in my communicatons.

Thank you very much for your cooperation. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear RomanSandstorm,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Luckystar Casino representative to join this conversation and participate in resolving this complaint.

Dear Luckystar Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Thanks Kristina, and now Stefan.

I have not heard a peep further from Luckystar since my earlier post.

I have *almost* given up. Sadly.

Over the years they must have made $1000's off me. But I guess the pain of having to find $800 to pay me this time is just too much.

Hell, just sending me an email appears just too much.

I do hope *you* gain a response. Even an explanation for why I am so ghosted would be nice.

Many thanks.

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 Stefan,

Yes, I would like the casino to reply as well!

Despite my pessiism, I did write their support again yesterday. But again, not even an acknowledgement or reply.

We shall see.

Dear RomanSandstorm,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curaçao Gambling Control Board. However, the GCB states on its website that they do not handle individual disputes between players and gaming operators. It seems the regulator will only pay attention to complaints regarding potential violations of law. It is possible to contact the GCB via this contact form. I am sorry I could not be of more help on this occasion.

Best regards,

Stefan, Casino.Guru