Lucky Tiger Casino - プレイヤーの撤退は遅れています。

I won and requested 4 withdrawals during the month of February that amounted to $822. I received approval confirmation for each of the amounts I requested (2/1-$237), (2/4-$262), (2/11-$203), and (2/15-$120) totaling $822. To this day, March 2, I have only received $515. I forwarded back the casino all of my confirmation emails from them as well as my bank statements showing that they have fallen short of payment ($307). They told me that per their Terms and Conditions, the casino has the right to pay their customers what they feel is appropriate for the moment. I honestly cannot find any mention of this anywhere in the Terms and Conditions. This casino is very quick to take every penny you deposit, there is about $6 or $7 that is tacked on in foreign exchange money every time, but they don't want to pay when you have been following the rules and won fairly and honestly? It is very disconcerting and I hope others will read my review and not fall into this trap. I do enjoy playing casino online so I will look for another casino. I don't mind spending money but I expect to be paid when I win. For them to send me a confirmation email telling me to expect a certain amount and then only pay partially and then tell me "Oh according to the terms and conditions, casino reserves the right to only pay what they deem is appropriate in the moment". Well, what exactly does that mean and where does it state that in the Terms because I cannot find it. There are conditions in the Terms to be met like submitting all necessary paperwork in order to receive payments, but still very lost and disappointed to find out I have been scammed. I asked them if I had violated any of their terms, and they said no. Ok, so why did they change their mind after approving a payment? They had no answer. Just told me to read the terms and conditions. My user name is P****o123, and I can provide any documentation necessary should anyone care to investigate this and resolve this for me. Thank you for your time.

Dear Carlos,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that your payments have been processed but never reached your account? Could you please specify how many days ago was your withdrawals requested and which payment method you have opted for?

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, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawals approved, I truly believe it’s only a matter of time before you’ll receive them.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Hi Petronela,

Thank you so much for your reply. I normally don't like to complain but I was really let down by the casino, and I've invested a lot of time and money on this online casino, because it is a favorite pastime of mine. Anyway, it is not my first time playing or receiving money. In my initial complaint, I did mention that it does take the casino a few weeks to send the payment, so that has always been fully understood. It usually will take the casino 7 days to approve my request and then payment usually hits my account within 7 days or less. I have been playing for quite some time now and I have received payments from Lucky Tiger in the past. On January 21st, I requested a withdrawal of $237. It was approved by the casino via email confirmation on February 1st. I received a partial payment of $222 on February 4th.

On January 26th, I requested a withdrawal of $262. It was approved by the casino via email confirmation on February 4th. As soon as I received that confirmation and my funds exited my Lucky Tiger bank, I requested another withdrawal in the amount of $203 on February 2nd. It was approved by the casino via email confirmation on February 11th. On February 17th, I received two separate payments from the casino ($105 + $188 totaling $293). I made one last request on February 4th, and $120 was approved by the casino via email confirmation on February 15th (that is, 11 business days excluding weekends and a holiday). To date, I have only received the payments described above (a total of $515). The 4 approved withdrawals amount to a total of $822, so I am still owed $307, reason I contacted Lucky Tiger. I did chat with a representative yesterday at the Casino who confirmed that the casino had decided to send me what they sent me. I asked if I had violated any of their terms to not receive my money after they approved everything, and she told me that it has nothing to do with violating any terms. Simply, that the casino reserves the right to send different amounts when feasible to them (without a true explanation as to why). I hope this response answers your question, and again thank you for taking the time to investigate my complaint. If I can elaborate further, please do not hesitate to contact me again.

Thank you very much, Carlos, for your thorough explanation. I understand completely now. Have you saved, by any chance, any relevant communication between you and the casino, please? If yes, you could forward it to petronela.k@casino.guru.

Hi Petronela, yes I will send you the communications that I have had with them regarding the withdrawal approvals. Unfortunately, I do not have anything else. But they will be able to confirm what has been sent to me versus what is on the emails stating what they had approved would be sent. Thank you. Sending email now.

Thank you, Carlos, for your email. One last thing please before we'll proceed. Have you accumulated your winnings with or without an active bonus and in what currencies are your accounts held (bank account vs. casino account)?

Hi Petronela, there was a $20 bonus tied to one of my winnings and maximum payout was x6; hence, my last winning of $120.00. There were no bonuses tied to any prior winnings. I use U.S. currency from my bank account to deposit and withdraw money to and from the casino.

Thank you very much, Carlos, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Thank you so much, Petronela. Take care of yourself. Have a great day!

Hello Carlos.

I am very sorry to hear about your troubles.

I would like to invite the casino representative into the case.

Could you please explain to us what happened with the remaining money?

Dear Carlos,

Thank you for addressing your query to us.

Please be kindly informed that according to the bank statement you have provided the Casino representative with, you received all the payments from February, except for one for the amount of $262. This transaction did not reach your account. However, it has been re-sent by the Casino on March 7th, and will hit the account within 7 business days.

Please be kindly advised that the amounts of other withdrawals that you actually received differ from the sums, mentioned in the emails from Lucky Tiger because of the fee, applied by your bank for processing the international wire transfers.

Kind regards,

Lucky Tiger Casino team

Ok thank you for your response and I am satisfied with your findings. Funny thing is they have sent me payments in the past (this is not my first winning) and there werent any fees taken out of those past transactions so I don’t understand why now there are fees tacked on (very inconsistent) but I won’t be using their casino ever again. Very quick and easy for them to receive my money but very time-consuming and complicated to receive from them. Again thank you for your help. I shall wait for that last payment to come in then. Take care.

Dear Carlos.

Please let us know when you receive the last payment. After that, we will close the complaint.

Hi, I received the payment today. Thank you Again.

Dear Carlos,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.