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Luck Casino - Prolonging payment and closed the account. No communication.

Ruling

Resolved - Both the submitting complainant and Lucks Casino have informed us that this issue has been resolved and the player has received their funds.

Read our Lucks Casino Review.

Player's Complaint

Hello Sir,

I registered and played at luck.com casino on August 7th. I managed to fullfill the wagering requirements and requested a withdraw of 3183 EUR. I played the Vikings slot from Netent and used the bet size of 5 EUR.

On August 9th my documents were checked and my account was verified. I was notified of this verification via email.

On August 12th I tried to log in to my account to see if my withdrawal was processed already. I could not login to my account as I got an message that the account had been disabled when I entered my logins. I sent the casino two messages asking why my account had been blocked and why I had not received my winnings. I received an automated email that my messages had been received. In the evening of August 12th I contacted the MGA to file a complaint but they returned to me today and informed me that I should use The Pogg to file the complaint.

I wish to receive my winnings of 3183 EUR as I did not break any T&C. They can keep my account closed if they so wish. Until now there has been zero communication from the casino regarding my account or winnings.

Thank you for your help.

Read the casino review

6 Responses

ThePOGG
August 13, 2020

Hi sakkisakki - welcome to ThePOGG.com!

With the greatest of respect you need to give the operator a reasonable amount of time to resolve this issue internally before seeking the intervention of a 3rd party dispute mediation service. If you are still experiencing issues on Friday the 28th of August let us know and I'll contact the operator on your behalf.

Thanks,

ThePOGG

sakkisakki
August 15, 2020

Hello Sir, Thank you for your reply. Today I finally managed to reach someone from the customer support. They told me that the final decision is that my account remains closed. They also told me my money has been confiscated. For the reason of confiscation they cited the T&C: We reserve the right to make a phone call to the number provided in your user account, which at our own discretion can be a necessary part of the KYC procedure. Until the account is fully verified, no cashouts will be processed. In case the provided phone number is incorrect, missing or false or the player will not answer the phone call, we reserve the right to confiscate your winnings and/or disable your user account. We will make reasonable efforts trying to contact you regarding the withdrawal of the funds, but if we are not able to reach you (by email or phone) in two (2) weeks, the funds will be retained by the Company, since you have failed to pass the KYC procedure. luck.com/terms-and-conditions

sakkisakki
August 15, 2020

The thing is I only withdraw the funds a week ago. Not two weeks. The only unanswered calls since then were from numbers 0753264769 which called me on 13.th of August 3 times within one minute at 1:05 pm Finnish time and 0753264722 which called me at 12th of August 3 times again within one minute at 6:25pm local Finnish time. I fly an airplane 3-5 days a week and the hours are not regular office hours ofcourse. I also study in a university so its safe to say I am not waiting by the phone very often.

I tried to call both numbers back but the only thing you hear when you call them is music. No information about the caller what so ever and no one will pick up the phone. Sounds exactly like a regular scam call where they try to make you call back to an expensive phone number.

I am very displeased about the way Luck.com has handled this case. No information to me at all and their online chat is almost never online so I cannot reach anyone from them. I asked the chat to give me a number and Ill call them right away but they refused to do so.

They have all my documents and then they try to scam my funds with no communication. Luckily I managed to reach them until the 2 weeks is done. Very rogue tactics.

sakkisakki
August 15, 2020

They also called me on the 13.th of August from a different number to which I did answer since I was home. The guy on the phone offered me a bonus and was talking finnish. I told him I was blocked in their casino and that bonus would be of little use to me. He apologized and we hang up. So in fact they have already reached me on the phone. I have now stayed on their chat for over an hour trying to get them to call me or give me a number I can call. They have not complied with my requests. I can submit the chat transcript if that is of any use.

sakkisakki
August 19, 2020

Hello Sir,

Today I received my withdrawal and the complaint can be closed as resolved. Thank you for your assistance.

ThePOGG
August 20, 2020

Hi sakkisakki,

Thanks for letting us know - it is appreciated!

ThePOGG

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Agreement

sakkisakki consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Luck Casino
  • Malta Gaming Authority
  • N1 Interactive Ltd

August 13, 2020

The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.