Hand of Luck Casino - Retiradas de jogadores negadas repetidamente por 'erros técnicos'.

I have submitted 12 withdrawals since the 17th January. I can only withdraw a maximum of 400 euros each time. I have had 8 rejected due to technical errors? I would like to withdraw all of my winnings and have contacted the casino lots of times but they will not give me an answer. I submit a withdrawal then 2 days later it is rejected and I have to start all over again. I have managed 3 successful withdrawals so I don’t understand how there can be technical errors?

Dear Mandy473,

• Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal.
• Do I understand correctly that the withdrawal is still pending inside your account without being processed?
• Have you been advised why you can’t withdraw your winnings?
• Is it an internal casino system issue, or it’s related to your account only?
• Were your winnings accumulated with or without an active bonus?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but three weeks is an unusually long time.

However, 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,

Petronela

Hi petronela,

Many thanks for your help with this. The withdrawal request goes to pending then is usually rejected 48 hours later. I have asked many times why this is and just get told it’s technical errors. Apparently this is affecting all players? I can only withdraw 400 euros to a Mastercard. I even opened a virtual card as per their advice but nothing changed. I have 6000 euros that I want to withdraw and have asked them if I can do this as the technical errors are not my fault. No one ever answers my questions. My winnings were accumulated with no active bonus. Many thanks amanda.

Hi, quick update, they did approve a withdrawal last night. You can only withdraw a maximum of 400 euros a time. I don’t know how you withdraw your money if you had a really big win. I can only submit another withdrawal request once the existing one is approved or rejected as is the case. I think it is going to take some time to receive my funds.

So I have had 2 withdrawals of 400 euros processed this week but we are now back to being rejected due to technical errors! I will never be able to withdraw my money at this rate.

I'm sorry for the late reply. Thank you very much, Mandy473, for providing all the necessary information. I will now transfer your complaint to my colleague Dominika (dominika.l@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 in the near future.  

Hello Mandy473,

This is Dominika and from now on, I will be taking care of your complaint. I will contact the casino and try my best to resolve the issue as soon as possible. Meanwhile, if you have any updates regarding your withdrawals, please let us know.

Now I would like to invite Hand of Luck Casino representative to join this conversation and participate in the resolution of this complaint.

Kind regards,

Dominika

Casino.Guru

That’s fantastic many thanks. I have contacted the casino so many times and have kept screenshots of the chat. I am a bit puzzled as they told me you can withdraw 10000 euros a week but only 400 at a time and they take around 60 euros per transaction? You can only submit one withdrawal request and if that is rejected you have to wait again. The deposits that I have received are from some odd company’s and not the casino? The deposit limit is up to 2000 euros?

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 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,

Dominika

Casino.Guru