Luckychoo Casino - El retiro del jugador se retrasa y el soporte de la cuenta no responde.

Hello,

I am writing to file a complaint regarding my recent experience at Luckychoo Casino. At first, the casino appeared appealing to me with a wide range of games and attractive offers, which led me to try their services. I made three deposits via PIX, starting with a welcome bonus, and I continued playing to meet the necessary requirements to unlock the bonus.

However, when I attempted to make a withdrawal, I was taken aback to find that there is no option to withdraw using the same deposit method (PIX), which is a significant inconvenience. Consequently, I reached out to support, but to my surprise, I received no response, neither through chat nor email, even after waiting three days.

According to the casino's terms and conditions, documents sent for verification should be reviewed within 24 hours, but it has already been three days and the process remains pending, with no feedback from support.

Moreover, the withdrawal button remains inactive, preventing me from withdrawing funds while the verification process is incomplete.

Olá,

Venho por meio desta registrar uma reclamação sobre a minha experiência recente no cassino Luckychoo. Inicialmente, o cassino me pareceu atraente, com uma grande variedade de jogos e boas ofertas, o que me levou a testar seus serviços. Realizei três depósitos via PIX, sendo o primeiro após a obtenção de um bônus de boas-vindas, e continuei jogando, cumpri os requisitos necessários para liberar o bônus.

No entanto, ao tentar efetuar um saque, me deparei com a surpresa de que não existe a opção de retirar os valores utilizando o mesmo método de depósito (PIX), o que é um grande inconveniente. Diante disso, entrei em contato com o suporte, mas para minha surpresa, não obtive resposta, nem por chat, nem por e-mail, mesmo após três dias de espera.

De acordo com os termos e condições do cassino, os documentos enviados para verificação devem ser analisados em até 24 horas, mas já se passaram três dias e o processo continua pendente, sem qualquer retorno do suporte.

Além disso, o botão de saque continua inativo, impedindo que eu realize a retirada dos valores enquanto o processo de verificação não for concluído.

Dear marciogardiniweb55,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Luckychoo Casino. Please understand that the variety and accessibility of payment methods are not managed exclusively by the casino. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

Could you please advise if you have been informed about any alternative methods to withdraw your winnings? If possible, kindly send me a screenshot of the payment methods you see in the withdrawal section of your casino profile.

Could you kindly specify which documents you provided to the casino for verification?

When was the last time you successfully communicated with customer support and what did you talk about?

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

Veronika

Well, with regard to the documents, the casino mentions that you only need to send one identification document. To meet this requirement, I provided my National Driver's License (CNH) in both physical and digital versions, including front and back. I also sent a selfie. All these files were sent both via a specific tab on the casino's website and by email.

However, when it came to communicating with the casino, there was never any response from support. None of the messages I sent, either via chat or email, were answered. In view of this, I will now attach the screenshots

Bem, em relação aos documentos, o casino menciona que é necessário enviar apenas um documento de identificação. Para atender a essa exigência, forneci a minha Carteira Nacional de Habilitação (CNH) em ambas as versões, física e digital, incluindo frente e verso. Além disso, também invejei uma selfie. Todos esses arquivos foram enviados tanto por aba específica no site do cassino quanto por email.

No entanto, em relação à comunicação com o casino, nunca houve qualquer resposta por parte do suporte. Nenhuma das mensagens que enviei, seja pelo chat ou por email, foi respondida. Diante disso, agora irei anexar as capturas de tela

Hello,

I have verified that my account has been duly authenticated. However, I am still unable to make withdrawals due to the following reason: the method used to make deposits via PIX is not available for withdrawals.

The system also doesn't allow me to make withdrawals using another method. Since I have already made several deposits, I have no interest in making a new deposit to enable another withdrawal method.

Therefore, I rightfully request that they provide me with a viable alternative for withdrawal or that the existing funds be deposited into the same bank account that I used to make the deposits at LuckyChoo Casino. The casino's support team has yet to reply to any of my messages.

Olá,

Verifiquei que minha conta já foi devidamente autenticada. No entanto, ainda não consigo realizar saques devido ao seguinte motivo: o método utilizado para realizar depósitos via PIX não está disponível para saques.

O sistema também não me permite efetuar saques utilizando outro método. Considerando que já realizei vários depósitos, não tenho interesse em efetuar um novo depósito para habilitar outro método de saque.

Dessa forma, solicito, por direito, que eles me forneça uma alternativa viável para saque ou que os fundos existentes sejam depositados na mesma conta bancária que utilizei para realizar os depósitos no Casino LuckyChoo. O suporte desse cassino é ainda não respondeu nenhuma mensagem.

Thank you for keeping me updated. I'm glad to hear that your account has been fully verified.

Unfortunately, we cannot compel the casino to provide a specific payment method exclusively for you. As mentioned in my previous reply, the availability of a payment method for deposits does not guarantee that the same method will be offered for withdrawals.

Based on the screenshots you provided, it appears there are several cryptocurrency options available for withdrawal. Would it be possible for you to select one of these methods, make a small verification deposit, and then proceed with withdrawing your winnings?

Hello, I understand the situation. It's been five days since I deposited Crypto Dogecoin (DOGE) to enable casino withdrawals. I made two deposits on 20/11/2024. The first deposit was not credited immediately and only appeared in my account after two days. Because of this, I made a second deposit. This second amount was credited after about an hour.

With the balance available, I played and wagered the deposited amount once in the casino, and then requested a withdrawal in Dogecoin. However, the withdrawal has been pending for five days and I still haven't received anything. The situation is complicated.

After several attempts I got an answer in the chat, they said they would pay, but they haven't yet.

Olá, tudo bem? Entendi a situação. Faz cinco dias que depositei em Crypto Dogecoin (DOGE) para habilitar o saque no cassino. Realizei dois depósitos no dia 20/11/2024. O primeiro depósito não foi creditado imediatamente e só apareceu na minha conta após dois dias. Devido a isso, fiz um segundo depósito. Esse segundo valor foi creditado após cerca de uma hora.

Com o saldo disponível, joguei e apostei o valor depositado uma vez no cassino, e então solicitei um saque em Dogecoin. No entanto, o saque está pendente há cinco dias e ainda não recebi nada. A situação está complicada.

Após várias tentativas consegui resposta no chat, disseram que iriam pagar, mas não pagaram ainda.

Hello, The withdrawal problem has been solved. Withdrawal paid.

Olá, O problema do saque foi resolvido. Saque pago.

Dear marciogardiniweb55,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Veronika

Casino.Guru