LuckyHour Casino - A retirada do jogador está atrasada e a atividade da conta não está clara.

First, my KYC was accepted. Once accepted, I had access to my balance and was able to make a withdrawal of $2300 in total via Interac. Two days later, I no longer had access to my balance. They added something which is illegal, annulling a KYC that was already approved. I don't even understand how they can do that. I reviewed my gaming history from August 31st, a day before my withdrawal, and noticed a drop of more than $2000 and another of $400, both unexplained. To top it off, I won a bonus with a $3 bet, and the bonus disappeared before I could even play it. The game history was directly erased, leaving only my last bet.

Premièrement j’ai été accepté dans mon KYC une fois accepté j’ai eu accès à mon solde et j’ai pus faire un retrait de 2300$ au total via Interac 2 jours plus tard je n’avais pus accès à mon solde il ont rajouté quelque chose de plus s’est illégal annulé un KYC qui a déjà été approuvé je comprends même pas comment il va il peuvent le faire de j’ai regardé mon historique de jeux du 31 août une journée avant mon retrait et j’ai un drop de + de 2000$ et un autre de 400$? inexpliqué pour finir j’ai gagné un bonus avec un bet à 3$ et le bonus a disparu sans même que je puisse le jouer et l’historique du jeux directement a été effacer laissant que mon dernier bet

Dear bigjos,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with LuckyHour Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you confronted the casino with the issue of missing balance? With what result?
• Have you received any justification from the casino regarding the missing money?
• Could you please advise whether you made any previous successful withdrawals?
• Could you please list which documents you submitted for verification so far?
• Have you accumulated your winnings with the help of a casino promotion or a bonus? (welcome bonus, etc.)
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

1 yes I confronted them I sent you the email

2 I did not receive justification for the cash drop

3 I made a withdrawal of $2300 in total but I never received the amount, they cancelled my withdrawal

4 now that I have nothing in my account my KYC is green so I can withdraw

5 it was not part of a promotion 6 for the $3 bonus I confronted them I am waiting to receive the proof and I will send it to you by email

1 oui je les ai confronté je t’ai envoyé le e-mail

2 je n’ai pas reçu justification pour le drop de cash

3 j’ai effectué un retrait de 2300$ au total mais je n’ai jamais reçu la sommes il l’ont annulé mon retrait

4 maintenant que j’ai pus rien dans mon compte mon KYC est vert donc je peux retirer

5 sa ne fesais pas parti d’une promotion 6 pour le bonus de 3$ je les ai confronté j’attends de recevoir la preuve et je te l’envoi par e-mail

Dear bigjos,

I haven't received any email from you. Could you please share communication or any screenshots supporting your case?

I'll await your reply.

My email is tomas@casino.guru

Thanks for your reply.

The casino argues your winnings were capped due to the use of the bonus

• Could you please explain when you accepted the bonus and when you completed the wagering on it?
• Could you please share a screenshot of your bonus history with said bonus visible?

Thanks in advance for your reply.

Are you kidding me or what? I told you it's not a bonus, what's mentioned about the $75 has nothing to do with it, if you don't want to help me, give me another agent, it's nonsense, your business, and I even told him in the message 1/10 for your professionalism and I'm not very generous.

Tu me niaise ou quoi je t’ai dit que c’est pas un bonus ce qui fais mention a propos du 75$ ça n’a aucun rapport si tu veux pas m’aider donne moi un autre agent c’est n’importe quoi ton affaire et même que je lui dit dans le message 1/10 pour ton professionnalisme et je suis généreux pas fort

It's been a month I would like to sort this out this week but seeing you go we'll forget about it and ***** you won you're too stupid you're wasting my time cancel all this you're embarrassing me child of the devil bravo 👏 how old are you 10 years old? I can't believe how stupid you can be you say you didn't receive my emails when it's fake and now you're asking me if it's a bonus when I've already told you no before hello it's 6000 to 3000 not 1000 to 375 fake births like you shouldn't even exist Calvert you're a idiot watch out

Sa va faire un mois j’aimerais bien réglé ça cette semaine mais a te voir aller on va oublier ça pis ***** ta gagner te trop cave tu me fais perdre mon temps annulé tout ça vous me faite honte enfant du diable bravo 👏 te quelle âge 10 ans ? j’en reviens pas comment tu peux être stupide tu dit que ta pas reçu mes e-mail alors que c’est faux et là tu me demande si c’est un bonus alors que je t’ai déjà dit non avant allô sa 6000 a 3000 pas de 1000 a 375les faux de naissance comme toi devrais même pas exister Calvert que te cave prend garde à toi

All things considered I would like to be associated with another agent who will take his work seriously I know you don't want me to win but the Truth always wins so please stop making this situation more unpleasant than it can really be thank you with my most distinguished greetings!

Tous conte fais j’aimerais être associé à un autre agent qui prendra son ouvrage au sérieux je sais que vous ne voulez pas que je gagne mais la Vérité gagne toujours alors svp arrêtez de rendre cette situation plus désagréable qu’elle peut l’être en réalité merci en vous rendant mes salutations des plus distinguées!

Dear bigjos,

I am sorry but for us to argue against the casino we need you to explain the circumstances in more detail. Kindly provide the information confirming the issue doesn't concern any bonus balance so we may assist you further. My email is tomas@casino.guru

Thanks in advance for your reply.

Wow

Dear bigjos,

Please understand that to oppose the casino's conclusions we need evidence, without it we can't oppose the casino's actions. Kindly provide the bonus history confirming the timeline and your version of events.

I'll await your reply. Feel free to submit the information to my email at tomas@casino.guru

Look how you don't report it's a casino employee who thought that costs due to this I see that you are too blocked to want to help me. May the Eternal God Almighty be witness you will suffer the consequences there is no history of bonuses so but end all this falsehood anyway I have no more time to waste with little idiots like you you lack a lot of intelligence to ask me what I can't have you shame me *****

Regarde comment ta pas rapport c’est un employe du casino qui pensais que frais du à cela je vois que te trop bouché pour vouloir m’aider. Que lEternel Dieu Tout Puissant en soit témoin tu en subira les conséquences y a pas d historique de bonus faque mais fin à toute cette fausseté anyway j’ai pus de temps à perdre avec des petits cons dans ton genre il te manque beaucoup d’intelligence pour me demander ce que je ne peux pas avoir tu me fais honte *****

Dear bigjos,

The fact there is no bonus history available to you is a piece of new information that changes the outlook. This information tends to be available in online casinos, hence I requested it to confirm this is not the obvious explanation for the issue.

Please understand we can only assist you based on the information you provide. If you wish to continue with the complaint we'll contact the casino and ask for an explanation. Please confirm whether you wish to continue, or whether you wish for us to close the complaint instead.

Also, I fully understand your frustration and disappointment, but if you wish to proceed with this complaint, you need to refrain from using abusive language against our staff. Consider this your only warning. Thanks for your understanding. I'll await your reply.

Yes I want to continue and sort this out please and I'm sorry it's just that it's been 1 month already and 2 months with the casino soon and the casino is messing with me it tells me in a vague way that I am the victim of theft thank you

Oui je veux continuer et régler cela svp et je suis désolé c’est juste que sa fais 1mois déjà et 2 mois avec le casino bientôt pis le casino me niaise il me répond que de manière brumeuse je suis victime de vols merci

Thank you very much, bigjos, for providing the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello bigjos,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite LuckyHour Casino to join the conversation and participate in the resolution of this complaint.

Dear LuckyHour Casino,

Can you please provide a detailed explanation of what has happened to the player's balance?

Kind regards,

Adam

Hello bigjos,

Just to keep you updated - I have made contact with a casino representative via Skype, and we are currently awaiting further information. As soon as we know more I will post here again.

Kind regards,

Adam

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 seriously hope I don't even understand why it's 8.7 seriously if you don't base its odds it's complete nonsense this casino would amply deserve 2.7 wow seriously if it's not penalized what's the point of coming here when you're being robbed I hope you're going to act like professionals

J’espère sérieusement je comprends même pas pourquoi il 8.7 sérieusement si vous basé pas sa côte c’est du gros n’importe quoi ce casino là mériterais amplement 2,7 wow sérieux si il n’est pas pénalisé à quoi bon venir ici quand on se fais volé j’espère que vous aller agir comme des professionnels

Dear bigjos,

I have received information from the casino that this is what has happened:

"On 30.08.2024 at 13:22 UTC, the user made a deposit of 30 CAD and received a 50% bonus (15 CAD). After completing the bonus requirements, the user was credited with 280.01 CAD on 30.08.2024 at 15:22. The player continued playing with this amount and made three withdrawal requests:

31.08.2024 at 15:43 — 1300 CAD

31.08.2024 at 19:50 — 500 CAD

31.08.2024 at 19:50 — 500 CAD

However, according to the rules, the maximum withdrawal limit for this bonus is 75 CAD. The withdrawal requests were automatically canceled, and funds returned to the player’s account without going through the KYC check.

Automatic Cancellation of Withdrawals: The withdrawal requests via Interac payment system were automatically canceled after 48 hours on 02.09.2024 at 10:49, and funds were returned to the user’s balance. Starting from 02.09.2024 at 14:24:40, the user continued playing and lost the entire balance, including the funds returned after the withdrawal cancellation.

Verification Issues: The user experienced document rejections due to KYC requirements not being met. Two emails were sent with instructions:

02.09.2024 at 10:50 — the first email explaining reasons for document rejection

03.09.2024 at 07:18 — a second email, as the documents still did not meet requirements.

Verification was successfully completed on 22.09.2024 at 06:51:42."

It therefore does appear that the reason for the cancelled withdrawal requests and also the drop in your balance is the maximum allowed cashout rule that has been applied to your winnings. I have asked the casino to provide further information about how this limit has been applied and at which point. In the meantime I would like to ask if you can clarify how much balance was returned to your account after the withdrawals were denied, and if you then played and lost this balance?

Kind regards,

Adam

As you can see the dates do not match and the price is $2299

Comme vous le voyez les dates ne correspondent pas et le mon est de 2299$

They haven't given any news about my $3 bonus???

Il n’ont pas donner de nouvelle de mon bonus a3$ ???

Hello bigjos,

I have now received further information from the casino including the betting/transaction history. Once this has been reviewed I will post our findings.

Kind regards,

Adam

lol

Hello bigjos,

The evidence provided by the casino was insufficient in substanstiating their claims, so I have once again requested further information. I will extend the timer one more time while I wait for them to provide the necessary proofs.

Kind regards,

Adam

OK, thanks a lot

Ok merci beaucoup

Dear bigjos,

Further evidence has been provided by the casino and will now be reviewed. I will post an update shortly.

Kind regards,

Adam

Okay 👍🏻

Hello bigjos,

I am still reviewing the evidence from the casino, but I need you to please answer my previous questions:  how much balance was returned to your account after the withdrawals were denied, and did you then play and lose this balance?

Kind regards,

Adam

I already answered that, it's complete nonsense.

J’ai déjà répondu à ça c’est du gros n’importe quoi

In 7 days you will answer me I imagine wow so much smoke good

Dans 7 jrs tu vas me répondre j’imagine wow tant fume du bon

Hello bigjos,

I have reviewed the entire history provided by the casino, and indeed it does appear that the funds have been returned to your account, on 02.09.2024 and that you have continued to play with them.

Play continues all the way through to 06.09.2024 when your balance goes down to the amount of 16.33 and you claim another bonus. Are you stating that this is not true?

I apologize that this is taking some time to properly investigate, but there are still a number of discrepancies in the information provided by both you and the casino at this point.

The casino initially stated that the maximum win cap was the rule for a no deposit bonus, but later stated that you have received the bonus as the result of your deposit of $30. Can you please clarify exactly what the bonus was? And I need you to once more confirm if the full amount of $2300 was returned to your account after the withdrawal was denied.

Again, I am sorry this is taking a long time, but I need you to answer these questions in order to proceed.

Kind regards,

Adam

Dear bigjos,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

First I was accepted in my KYC once accepted I had access to my balance and I was able to make a withdrawal of $2300 in total via Interac 2 days later I could not access my balance they added something more it is illegal canceled a KYC that was already approved I do not even understand how they can do it I looked at my game history from August 31 a day before my withdrawal and I have a drop of + $2000 and another of $400? unexplained to finish I won a bonus with a bet at $3 and the bonus disappeared without me even being able to play it and the game history was directly deleted leaving only my last bet

Premièrement j’ai été accepté dans mon KYC une fois accepté j’ai eu accès à mon solde et j’ai pus faire un retrait de 2300$ au total via Interac 2 jours plus tard je n’avais pus accès à mon solde il ont rajouté quelque chose de plus s’est illégal annulé un KYC qui a déjà été approuvé je comprends même pas comment il va il peuvent le faire de j’ai regardé mon historique de jeux du 31 août une journée avant mon retrait et j’ai un drop de + de 2000$ et un autre de 400$? inexpliqué pour finir j’ai gagné un bonus avec un bet à 3$ et le bonus a disparu sans même que je puisse le jouer et l’historique du jeux directement a été effacer laissant que mon dernier bet

If you look at the dates carefully it doesn't match at all.

Si tu regarde les date attentivement elle ne coordonne pas du tout

Dear bigjos,

Please confirm if the full amount of $2300 was returned to your account after the withdrawal was denied.

I am currently waiting for some additional information from the casino and once this has been received I will post our findings regarding this case. Please be aware that if you have played your balance down as suggested by the evidence provided so far, there may not be anything further we can do to assist you.

I will extend the timer one more time while we await the response from the casino.

Kind regards,

Adam

Yes I received it

Oui je l’ai reçu

Dear bigjos,

I have received all requested information from the casino and reviewed the entire case once again.

The evidence provided corroborates the casino's previous statements regarding the return of the withdrawals to you, and you have confirmed this yourself. It is also evident that you have then continued to play your balance down as mentioned previously.

Consequently, we are not able to assist any further with this complaint and it will now be closed.

I am sorry we could not be of more help on this occasion.

Kind regards,

Adam