DuckyLuck Casino - プレイヤーの出金が遅れている。

Hello

I was requested the payout on 2/20 , and this is my first time payout request, on the same day I was received the email from DuckyLuck told me follow up the requested to per-authorize my pay out , which mean get greatly speed up the timeline for my withdrawal, I was completed and gave them my documents on the same day , till today I still didn’t get any response, the live chat tell me to wait.

I see the standard for payout is 2-5 days

and see all these reviews, I started feeling unsafe for my payout ..

Dear jyhhorng2222,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Okay..thank you

will be keeping eye on the update.

Today I received the email , they was asking me to upload the credit card picture that I was deposited before , And I have sent it already.

They still didn’t answer me !

I was missing the payout still!

Dear jyhhorng2222,

Have you received your withdrawal from the casino yet?

No, they keeping delay

This is crazy, I talking to them every single day, they always saying same thing, "understand, we appreciate your patience. Please wait for the processing team to follow up with you."

Today I received the email form DuckyLuck , and they saying they still missing the documents , I was already sent on the same day 2/24 , and everyday I asking chat the customer service told me "I can confirm that your documents were received. The processing team will be reviewing and follow up as soon as possible in regards to the verification process and withdrawal."

how come the email say they are still missing the document…

I received the e-mail on 3/9 ,

"Thank you for sending in the additional documents. We will require selfies of you holding your credit cards to continue verification. Please ensure the card details are clear in the photo"

I already sent my selfies and my card picture

and see what they request this time ?

they just don’t want to pay you !

3/9 I received the e-mail saying

Thank you for sending in the additional documents. We will require selfies of you holding your credit cards to continue verification. Please ensure the card details are clear in the photo.

If you have any questions, please don't hesitate to contact our support staff.

before this I been followed up the request two time from them

first time they requested

————————————

Full Name

Residential Address

Telephone Number

Copy of your Utility Bill (telephone, electricity, etc.) not older than 3 months that matches your address on file

Government Photo ID (such as your driver's license, or passport)

————————————-

second time

———————————

Thank you for sending in your documents for verification. Unfortunately, we could not accept your bill as proof of address. Please send an alternate bill or bank statement. We also require photos of the cards used to deposit, ending in 0949 and 8827.

——————————

I was uploaded everything too

but 3/9 I received the email requests me to holding my card and take a pic

at this point I really don’t understand why they let me wait this long then still need me to anything.

never been requested for verification like this

I think they just want to keeping requests more and more unnecessary thing to delay the payout !

So I was followed up the request and sent the documents on 3/10, I don’t know how long they gonna delay this time..

Thank you very much, jyhhorng2222, for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@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.  

Hi jyhhorng2222,

I've just reviewed your case and am sorry to hear about your struggles with the verification process. I will try to help you by contacting the casino. We'll see what can be done when they reply.

Dear DuckyLuck Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Could you please tell us if you have already received the documents you requested from the player?

I'm looking forward to hearing from you.

Kind regards,

Natalia

they total requested me for 3 time,

And its all been sent and received ( confirm by the ducky lucky customer Service chat )

how long it’s gonna take for this time ?

PS: it’s already been sent on 3/10….

Hello, jyhhorng2222. We also reviewed and replied to your inquiry on your review. You have been in contact with the department in charge. We do see the email you sent on 03/10. We just reached the department in charge for them to review the information. Once we hear more from them, we will post it here.

day by day passed ,

how possible for taking this long time for review the documents ?

no one deserves waiting like this.

I was asking the status from ducky lucky customer service chat today ,

they told me " Your payout is being processed. As soon as it is ready to be sent you will be notified immediately via email. "

it’s been almost a month for waiting this process, how long does it gonna take ?

Just now got the email from ducky lucky team

"I hope this message finds you well. We would like to inform you that we have received the documents you provided to verify your account at Duckyluck casino. However, upon reviewing the photos of your credit card ending in 0949, we have noticed some inconsistencies that require further clarification.

Specifically, we have observed the following discrepancies in the photos you provided:

Picture #1: The numbers and name on the card appear to have been exposed to regular wear and tear, resulting in faded numbers and scratches on the name.

Picture #2: The name on the card appears to be in perfect condition, while the numbers remain faded.

Picture #3: The card appears to be in excellent condition overall, with the exception of the CVV, which has been changed to a different font, and the numbers have been moved closer together.

As the fraud manager, it is my duty to ensure that all documentation provided for verification purposes is genuine and accurate. Therefore, I am requesting that you provide us with a logical explanation for these inconsistencies. It is important for us to maintain the security and integrity of our casino and prevent any fraudulent activity.

If you have any additional information or documentation that you can provide to clarify these inconsistencies, we would appreciate your prompt response.

We thank you for your cooperation and look forward to resolving this issue with you as quickly as possible.

Kind Regards,

William

Accounting Manager

DuckyLuck"

The reason that CCV number is different is because I was replace the new card after I uploaded my credit card pic for the first time!!!

I don’t even know you guys will request me twice for taking my credit card picture

so I made the replacement for my credit card

because I don’t feel safe for uploaded my credit card photo

that’s the reason number is different!!’

But the pic of my credit card was nothing wrong!

Also I been check with chat team since 3/10 !

they told me the payout is processed and will let me know by e mail when the payout is ready to sent !!

I can’t believe they still trying everything to delay the payout!

I was make a replacement on 2/25 for my credit card (ending 0949 )after I took the picture and uploaded to you guys as requested on 2/24

On 3/9 you guys sent me another email for more requested that asking me to hold my card and take a selfie , this time I already got the new card already (which is the card I was replace with from Chase) 

So this is why the Color brightness extent of damage is different .

I been answering for your concern.

here the proof that I sent

Hi jyhhorng2222, could you please specify if you have uploaded both sides of a new card that was a replacement of your old one ending with 0949? Or you have uploaded one side with your name and number from the old card (and that's why it has a wear and tear effect), but the other side with the CVV number was captured from the new card?

I'd appreciate it if you can also send the documents you uploaded at the casino to my email address natalia.b@casino.guru so we can also check them.

Regards,

Natalia

Hello jyhhorng2222 and Natalia. The department in charge informed us that the payment has been sent. They emailed the player with the below:

"We hope this message finds you well. We want to take a moment to express our

sincere gratitude for your patience and cooperation during our investigation

into your account at DuckyLuck casino.

We are pleased to inform you that our team has completed a thorough audit of

your account and related documents, and we can now confirm that your account

has been verified. We appreciate your willingness to cooperate with us

during this process, and we are pleased to inform you that your withdrawal

request will now be processed promptly.

We take great pride in providing our players with a safe and secure gaming

environment and we are committed to ensuring that all transactions on our

platform is conducted in a transparent and trustworthy manner. We are

grateful for your understanding and support during this time, and we want to

assure you that we will continue to uphold the highest standards of

integrity and security.

Once again, we thank you for your patience and cooperation, and we look

forward to continuing to serve you in the future. If you have any further

questions or concerns, please do not hesitate to contact our support team.

Kind Regards,

William

Accounting Manager

DuckyLuck"

The BTC payment was sent and the Hash was sent to the client already. The wire will be processed on the 21st of this month (tomorrow) and will be sent on the 22nd.

Thank you and sorry for the inconvenience.

Dear DuckyLuck Casino, thank you very much for your cooperation on this matter.

Dear jyhhorng2222, as stated by the casino, your withdrawal request will be processed today, I hope that soon enough the money will be credited to your account. Please, inform us when you receive your payment.

Best regards,

Natalia

Was receive the payout by bitcoin for 2500$

I want to give apologize for misunderstand

the processed by ducky lucky team , cuz they do taking seriously about the documents verification process, at least they will pay the putout for the players that who deserve,

there still one payout are waiting , I will update for this one , and then again thanks for the response ducky lucky

Dear jyhhorng2222, that's great news, thank you for letting us know. The complaint is still on, so please message us when you receive the rest of your money.

There is two pay out

one is by bitcoin for 2500$ (I received already)

another one is by ACH for 500$ is still waiting

once I receive I will update immediately,

thank you for the support

Still waiting for the ACH payout for 500$

it was over delay for over a month

how long I will receive it ?

Dear jyhhorng2222, since the wire transfer should've been sent to you on 22.3.23., according to the casino, then it can be expected that this payment may be credited to you within 14 days from the moment of payout. But sometimes it takes even longer, so please remain patient. I hope that you'll receive your second payment very soon. I'll set the timer for another week, and if it won't come within the set time frame, we'll contact the casino again.

Regards,

Natalia

Dear jyhhorng2222, have there been any updates?

Dear jyhhorng2222,

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 jyhhorng2222 and Natalia. The payment was sent on 03/28/2023. It should take about 12 business days for you to receive it in your bank. We have asked the processor for information and we are awaiting an answer. Once we do, we will message you again.

Hello, jyhhorng2222 and Natalia. The payout department informed us that the funds were returned to your account since the account number provided was invalid. You were sent the next email:

"I want to inform you that your bank returned the wire due to an invalid

account number that you provided. 

Please double-check your banking info before resubmitting the request. If

you want to be paid out faster, I suggest using Bitcoin, which also carries

no fees and is the preferred method for 94% of our players. 

If you have any questions, please don't hesitate to contact our support

staff.

Kind Regards,

William

Accounting Manager

DuckyLuck"

Please let us know if there is anything else we can help you with.

Dear DuckyLuck Casino, thank you for the updates.

Dear jyhhorng2222, could you please confirm you have received an email from the casino? Have you already changed your withdrawal request to Bitcoin or have you corrected the bank account number?

Unfortunately, we haven't heard from the player for a while. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint anytime.

Best regards,

Natalia