Crazy Luck Casino - El jugador tiene problemas para completar la verificación de la cuenta.

Hello, I've been waiting for the following payout since October 11, 2022:

DATE: 11-10-2022 07:59:14 AM

TNX ID: 207908

TYPE: Payout

STATUS: Requested

PAYMENT: Generic

AMOUNT: 90

CURRENCY: €

TRACE ID: --

The payout amount consists of a free spins bonus without deposit with a max. payout amount of €65 and a Bitcoin deposit of the equivalent of €25. The deposit of 25 euros was my first deposit and requirement to cash out the winnings of the free spins bonus. I have fulfilled the turnover requirements of the bonus and my deposit was made deliberately without using a deposit bonus and was only used to verify the means of payment so that I can initiate the payout and no additional turnover conditions are added.

I have already made several attempts to ask why the withdrawal request is not being processed via live chat. On the first and second try, I was promised that every single cent would be paid out and the support agent wanted to take care of the matter personally, but this is standard wording because it is now promised to me again in every communication . Then at the beginning of November, on my third attempt in the chat, where I wasn't so easily shaken off, I was told that my KYC documents were not complete and if that was the case, my request would be processed immediately. I submitted this immediately afterwards, but I did not receive any confirmation of the status of the KYC process and the withdrawal has still not been processed. There was no response at all to my last two requests in the chat. Since this casino doesn't send logs of chat conversations, I can't upload any other attachments either.

Thank you for your efforts. Regards Daniel M***

Hallo, ich warte seit 11.10.2022 auf folgende Auszahlung:

DATE: 11-10-2022 07:59:14 AM

TNX ID: 207908

TYPE: Payout

STATUS: Requested

PAYMENT: Generic

AMOUNT: 90

CURRENCY: €

TRACE ID: --

Der Auszahlungsbetrag setzt sich aus einem Freispielbonus ohne Einzahlung mit einem max. Auszahlungsbetrag von 65 € und einer Bitcoin-Einzahlung von umgerechnet 25 € zusammen. Die Einzahlung von 25 Euro war meine erste Einzahlung und Voraussetzung, um den Gewinn des Freispielbonus auszuzahlen. Die Umsatzanforderungen des Bonus habe ich erfüllt und meine Einzahlung erfolgte bewusst ohne Verwendung eines Einzahlungsbonus und diente lediglich zur Verifizierung des Zahlungsmittel, damit ich die Auszahlung einleiten kann und nicht noch zusätzliche Umsatzbedingungen hinzukommen.

Ich habe bereits mehrere Versuche unternommen über den Live-Chat zu erfragen, warum die Auszahlungsanfrage nicht bearbeitet wird. Hier wurde mir bei den ersten und zweiten Versuch versprochen, dass jeder einzelne Cent zur Auszahlung kommen wird und der Support-Agent wollte sich der Sache persönlich annehmen, hierbei handelt es sich aber um ein Standardwording, weil es mir mittlerweile in jeder Kommunikation erneut versprochen wird. Dann Anfang November, bei meinem dritte Anlauf im Chat, wo ich mich nicht so leicht abschütteln lies, wurde mir mitgeteilt das meine KYC-Dokumente nicht vollständig vorliegen und wenn das der Fall ist wird meine Anfrage sofort bearbeitet. Ich reichte diese direkt im Anschluss ein, aber ich erhielt keinerlei Bestätigung über den Status KYC-Prozesses und eine Bearbeitung der Auszahlung ist immer noch nicht erfolgt. Auf meine letzten beiden Anfragen im Chat wurde überhaupt nicht mehr reagiert. Da dieses Casino keine Protokolle der Gespräche im Chat versendet, kann ich auch keine weiteren Anhänge hochladen.

Vielen Dank für Ihre Bemühungen. MfG Daniel M***

Dear meller79,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided and when exactly you sent the last one? Have you provided all the required documents as soon as possible and in the correct format?

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

Best regards,

Kristina

Hello, I have provided my ID card, proof of address in the form of a bank statement...

Hallo, ich habe meinen Personalausweis, Adressnachweis in Form eines Kontoauszugs bereitgestellt...

Hello, I asked again in the chat today and copied out the chat history because you don't get a chat log from this casino afterwards by e-mail. I hope that you can still use it... But I have to say that I always received answers of this kind when I asked in the chat. It seems like the support agents have a default response for such requests to get people through quickly...

But see for yourself, here is the chat history:

Chat history from November 29, 2022 around 2 a.m. (CET)

"Need something? Our Customer Service Representatives will be happy to help you."

Meller79:

Hello, why is my payout not initiated?

Frank:

hey

Meller79:

Hello

Frank:

Welcome to our casino

Meller79:

can you please check what is wrong with my withdrawal request not being processed? thanks

Frank:

let me check

Meller79:

Thank you

Frank:

As i can check your withdrawal was escalated on priority and has entered our withdrawal que already

Frank:

You can expect the winnings soon now

Frank:

You will get notified once funds gets released from our end

Meller79:

I'm sorry, but I hear this answer every time I ask here in the chat...

Frank:

You can expect it soon now daniel

Meller79:

It's been over 6 weeks since my request...

Frank:

We apologize for the delay

Meller79:

OK, but why is it taking so long?

Frank:

As I can check now your withdrawal has entered in que for cashout processing

Meller79:

Not that I'll ask again in a week and then it says that there are still some documents missing, etc.

Frank:

Your identity verification is already completed

Frank:

No pending documents are required from you

Meller79:

well ok, let me surprise you...

Frank:

Please elaborate?

Meller79:

I thank you for your trouble and wish you a good night, at least it is night here in Germany right now...

Frank:

Have a good night

Frank:

Take care and stay safe!

Meller79:

You too, good night

Frank:

🙂

End of chat history Crazy Luck Casino

I have marked the answers on the status of the KYC process in italics and overlined.

Mfg Daniel M***

Hallo, habe heute erneut im Chat nachgefragt und habe den Chatverlauf einmal herauskopiert, da man von diesem Kasino kein Chatprotokoll im Nachhinein per E-Mail übermittelt bekommt. Ich hoffe, dass man es dennoch gebrauchen kann... Ich muss aber dazu sagen, dass ich bei meinem Anfragen dort im Chat, jedesmal Antworten in dieser Art erhalten habe. Es scheint so als hätten die Supportagenten für solche Anfragen ein Standardantworten, um die Leute schnell abzufertigen...

Aber seht selbst, hier der Chatverlauf:

Chatverlauf vom 29. November 2022 gegen 2 Uhr (MEZ)

"Need something? Our Customer Service Representatives will be happy to help you."

Meller79:

Hello, why is my payout not initiated?

Frank:

Hii

Meller79:

Hello

Frank:

Welcome to our casino

Meller79:

can you please check what is wrong with my withdrawal request not being processed? thanks

Frank:

Let me check

Meller79:

Thank you

Frank:

As i can check your withdrawal was escalated on priority and has entered our withdrawal que already

Frank:

You can expect the winnings soon now

Frank:

You will get notified once funds gets released from our end

Meller79:

I'm sorry, but I hear this answer every time I ask here in the chat...

Frank:

You can expect it soon now daniel

Meller79:

It's been over 6 weeks since my request...

Frank:

We apologize for the delay

Meller79:

OK, but why is it taking so long?

Frank:

As i can check now your withdrawal has entered in que for cashout processing

Meller79:

Not that I'll ask again in a week and then it says that there are still some documents missing, etc.

Frank:

Your identity verification is already completed

Frank:

No pending documents are required from you

Meller79:

well ok, let me surprise you...

Frank:

Please elaborate?

Meller79:

I thank you for your trouble and wish you a good night, at least it is night here in Germany right now...

Frank:

Have a good night

Frank:

Take care and stay safe!

Meller79:

You too, good night

Frank:

🙂

Ende Chatverlauf Crazy Luck Casino

Die Antworten zum Stand des KYC- Prozess habe ich in kursiv und überstrichen markiert.

Mfg Daniel M***

Nächstes Update aus dem Chat....

Chatverlauf vom 29. November 2022 gegen 19:30 Uhr:

Meller79:

Hello, why is my payout not initiated?

Agent Emma has joined the chat.

Agent Emma has joined the chat.

Emma:

Welcome abroad

Emma:

Hi, this is Emma from casino. How are you doing today?

Meller79:

Hello Emma, i am fine and you

Meller79:

?

Emma:

I am very well. Thanks for asking.

Emma:

Please wait for a moment, Let me check your account.

Emma:

Can you please share your updated bitcoin address

Meller79:

Here in the Chat? Or with a new payout request?

Meller79:

*********************...

Emma:

Thankyou for sharing your bitcoin address, we have shared your cashout on priority, do not worry, we assure you, it will be process as soon as possible our finance department is working on it!

Meller79:

The Adresse ^^

Emma:

Yes

Meller79:

Super thank you very much, this informations are promising...

Emma:

You're welcome

Meller79:

I Wish you a nice evening

Emma:

I do apologize for the untimely delay here as i see your withdrawal is already in the queue for the fulfillment so be rest assured you will soon get it credited to your wallet

Emma:

You too.......♥

Meller79:

i hope everything will be fine.. bye

Agent Emma has disconnected.

Ich hoffe, dass dem Worten nun endlich Taten folgen....

Mfg Daniel

Mein nächstes Update aus dem Live-Chat bei Crazy Luck Casino und es ist jedesmal das Gleiche, die Chat-Agenten werden benutzt, um die aufgebrachten Kunden zu beruhigen, indem sie jeden Tag aufs Neue leere Versprechungen und Zusagen machen. Mal sehen, was mich morgen dort erwartet. Ich werde dort jetzt jeden verdammten Tag nachfragen...

Chatverlauf vom 30. November 2022 gegen 14:20 Uhr (MEZ):

Meller79:

Hello, why is my withdrawal request not processed? Three days ago I was assured that my request would be processed with priority... But nothing is happening! I can understand that certain regulations for fighting crime have to be observed, but at some point I'll reach the pain threshold... To be honest, we live in an age where real-time processing is standard for such things and you need almost two Months to pay out small amounts to your customers... Doesn't anyone work for you who has some ambition and at least tries to bind your customers? I'm really sorry, but I don't understand that...

Agent John has joined the chat.

John:

Welcome to our casino, my name is John , How are you today ?

Meller79:

Hello John, i am fine and you?

John:

Good to hear, I’m good as well :)

John:

I will surely assist you with your concern, please be online while I am just fetching up your account details.

Meller79:

I'm also terribly sorry that I have to let off my steam again here in the chat... It is in no way meant personally.

John:

do not worry, we assure you, it will be process as soon as possible our finance department is working on it!, I see our priorities for you increased and you’re one of the next up

Meller79:

OK, since I'm an optimistic and gullible person, I'll just take it easy and keep believing in a good outcome...

Ende Chatverlauf...

Mfg Daniel

Hello, today I wrote an email to the support for a change....

Hallo, heute habe ich zur Abwechslung mal eine Email an den Support geschrieben....

Thank you very much meller79 for your reply. I will now transfer your complaint to my colleague Michal (michal.k@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 soon.

Hello meller79

I'm Michal and I have taken over your complaint. I have reviewed your case and will contact the casino to see if I can help. Just to let you know it seems to be a common practice of Crazy Luck Casino to ignore us in our attempts to mediate any kind of issue. Regardless of several unresolved complaints marked "No Reaction Policy" we keep on trying.

We would like to invite Crazy Luck Casino to join the conversation.

Dear Crazy Luck Casino,

Can you please provide some information regarding the long delay of the player's withdrawals?

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.

Dear meller79

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. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

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 could 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. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal