LuckyBull Casino - La cuenta del jugador se congela después de la solicitud de retiro.

So I made a withdrawal of 1000 euro…

So I made a withdrawal of 1000 euro because the sum you can withdraw is very limited and 3000 euro remains in my account. After 12 hours they Wanted the picture of my new creditcard. I asked them to speed up the process but instead they frooze my account????with 3000 euros remaining and no information of the current withdrawal. This was 2 days ago and I have written several times to support with now answer and their chat is down. I have had big problems with the withdrawal process before but decided to give them a chance again. This is a scandal and I will report them to MGA if this continues.

Enar B****

Hello enarb1,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with LuckyBull Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when exactly is the verification process ongoing?
• Which documents have been already approved and which ones not?
• When was the last time you spoke to the casino and what was it about?

Please note that the verification process may take up to 14 days after sending in all the requested documents and the casino may block your account until the process is finished.

Looking forward to your answer.

Regards,

Nick

Thanks, their chat is turned off so I haven't been able to talk to them....I got a Mail five days ago that they wanted pictures of my new credit card which I sent since then nothing has happened and they have frozen my account without notice or response. I understand that they can block my account during the process but they should have informed me of that. Maybe it will be ok, but with the problems I had with the casino before, I'm worried. I think we're keeping the case open and waiting to see what happens.

Tack, deras chatt är avstängd så jag har inte kunnat tala med dom….Jag fick ett Mail för fem dagar sedan att dom ville ha bilder på mitt nya kreditkort vilket jag skickade sedan dess har inget hänt och dom har frusit mitt konto utan besked eller svar. Jag förstår att dom kan spärra mitt konto under processen men dom borde ha informerat mig om det. Det kanske blir ok men o g a de problem jag haft med kasinot tidigare så blir jag ju orolig. Vi håller ärendet öppet tycker jag och avvaktar vad som händer.

• Ok now I got an answer. They have suspended me because I had gambling problems before at another casino and keep my entire withdrawal of 4000 Euro! Is this even legal????? What can we do?🥲🥲🥲

• Ok nu fick jag svar. Dom har stängt av mig för att jag haft spelproblem tidigare på ett annat casino och behåller hela mitt uttag på 4000 Euro! Är detta ens lagligt????? Vad kan vi göra?🥲🥲🥲

And they are accusing me of multiple accounts which is bullshit. I have never used multiple accounts. Playing at other casinos is not multiple accounts.

Hello enarb1,

Could you please confirm whether you were excluded at their sister casino? If so, could you provide the exact date of that exclusion and the date you created your LuckyBull account?

In cases like these, the casino is required to confiscate any winnings but should refund any deposited amount from the date the exclusion became active.

Looking forward to your response.

Best regards,

Nick

They have not informed me of what sister casino is involved so its impossible to know if there is one….And they have yet not returned any deposite despite their promise. The support have stoppet answering my questions when it Will be returned.

So I don't know if they will refund my deposit even though they wrote that it was returned. Do not trust this Casino. As for the win, I don't know if and at which sister casino I should have played. In addition, they have probably sent me over 10 personal mails where they give me offers and urge me to return to Lucky Bull. As you can see in the email above, they have also retracted the accusation that I used multiple accounts.

Så jag vet inte om dom kommer återbetala min deposition trots att dom skrivit att den returnerats. Litar inte på detta Casino. Vad gäller vinsten så vet jag inte om och på vilket systercasino jag skall ha spelat. Dessutom har dom skickat mig säkert över 10 personliga Mail där dom ger mig erbjudanden och uppmanat mig att återvända till Lucky Bull. Som ni ser i mailet ovan har dom dessutom återtagit anklagelsen om att jag skall ha använt multipla konton.

So they have not yet returned the promised refund despite numerous attempts to reach the by mail. This casino is a scam.

Dear enarb1,

Thank you for providing all the necessary information. I will now forward your complaint to my colleague Kubo (jakub.m@casino.guru), who will be assisting you from this point onward.

Wishing you the best of luck in resolving the matter.

Best regards,

Nick

Dear enarb1,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the LuckyBull Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear LuckyBull Casino,

Could you please provide a detailed explanation of this case? Additionally, could you substantiate your claims regarding the player's self-exclusion at a sister casino by presenting supporting evidence, such as records from your system or any other relevant documentation to confirm this? Please feel free to send any relevant documents to my email address at jakub.m@casino.guru.

Thank you in advance for your response!

Best Regards,

Kubo

The casino still refuses to answer my emails and have yet not payed the refund of my deposits despite their promise in the attatched email abowe many weeks ago….

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.

I just want my deposition back as they promised.

So I finally got my deposition back today after the MGA contacted them… Still no evidence provided that I blocked myself from a sister casino though. So my winning they will obviously keep without providing that and acknowledge all the mails they sent urging me to play again.

so they Forfeited my winnings of 3200 euro accusing me of having blocket my self on a sister casino when I Know in fact that I haven’t!!!! Check with them and you will find out. 

Hello all,

Thank you for reaching out to us.

Kindly be informed that this case was thoroughly checked by our player management based on this complaint as well as users complaint made through Malta Gaming Authority.

Please be informed that we have received notification that player has gambling problems. This notification came from our sister brand where players independently excluded due to gambling problems.

Since we take such cases very seriously, it was decided that deposits in amount of €800 would be refunded to player. Due to mentioned detection, players recent winnings were forfeited. Refund was processed on our side and by now player should have received it.

We remain at your disposal.

Kind regards,

LuckyBull Complaints Team

I did not play at any if their sister brands!!! And they have not provided any evidence of this. If I have blocked myself sometime somewhere is beside the point. Not in any of their brands!

Dear LuckyBull Casino,

I apologize for the delayed response. Could you kindly provide the necessary evidence supporting your claim that the player has previously self-excluded from one of your sister casinos due to gambling-related issues?

Please send all relevant documentation or proof to my email address at jakub.m@casino.guru at your earliest convenience.

Thank you for your cooperation and prompt attention to this matter.