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Complaint regarding unpaid withdrawal – LuckyBet

I am submitting this complaint regarding an unpaid withdrawal from LuckyBet. The original website no longer exists but they have mirrored sites such https://www.luckybet21.co/en/catalog/casino

I requested a withdrawal of approximately $11,000 in November 2025. I completed all KYC and verification requirements and provided every document requested by the casino’s compliance team.

Despite this, the withdrawal has still not been processed.

I have sent multiple follow-up emails over several months requesting updates or a timeframe for payment. Unfortunately, LuckyBet has now stopped responding entirely.

Due to the lack of communication, I have also escalated the matter to the Curaçao Gaming Control Board, the regulator under which LuckyBet operates.

At this stage I am simply requesting that my legitimate withdrawal be processed and paid.

I am happy to provide all supporting documentation including account history, withdrawal confirmation, and correspondence with the casino if required

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• What types of games did you play to accumulate your winnings? Were they slots, live casino games, or sports bets?
• Have you passed the full KYC verification, or are the documents you submitted still pending review and approval by the casino?
• Did you accumulate your winnings with or without a bonus?
• Have you made any successful withdrawals from this casino before?
• How did the casino explain the delay in processing your withdrawal request?

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

Best regards

Veronika

Dear dancannon,

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.

Hello dancannon,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear dancannon;

I would like to inform you that I will be taking over this complaint, as Veronika is currently unavailable due to health reasons.

I will review the case and get back to you shortly. If there have been any updates since your last message, please let me know in the meantime here in the thread or via email at karla.m@casino.guru

Thank you for your understanding.

Best regards,

Karla

Casino.Guru 

Dear dancannon,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver,Barborka, barbora.p@casino.guru. This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Hello dancannon,

I’m sorry to hear about the difficulties you’ve been experiencing.

My name is Barbora, and I’ll be handling your complaint from this point onward.

As a first step, I’ll reach out to a casino representative outside of this thread, since we currently don’t have a direct contact for them.

In the meantime, please keep me updated if there are any new developments.

Best regards,

Barbora

Thanks Barbora. I am still contacting luckybet regularly and the GCB from Curaçao and have had no response from either.

Dan

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 dancannon,

I have tried to contact the casino multiple times but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved at this point.

Therefore, I will now mark the complaint as "unresolved" in our system. I understand this is not a satisfactory outcome to your issue. However, the decrease in the casino’s rating caused by unresolved complaints may help encourage them to change their approach in the future.

If the casino decides to respond at any time, we will reopen the complaint and notify you by email.

Regarding the regulatory aspect, since LuckyBet operates under a Curaçao license, it is important to note that the Curaçao Gaming Control Board (GCB) currently does not provide a formal dispute resolution process for individual player complaints and cannot enforce payouts or issue binding decisions.

However, player complaints are still valuable in identifying potential breaches of licensing obligations. If you have not already done so through their official channel, you may submit your complaint by email to: complaints@cga.cw

Please make sure to include the casino’s operator name, your account details, and all relevant evidence, as incomplete submissions may be disregarded.

I’m truly sorry that I could not provide a more favorable resolution in this case.

Best regards,

Barbora

Casino Guru