Luckychoo Casino - プレイヤーの引き出しが遅れており、アカウントサポートが応答しません。

Hello,

I am writing to file a complaint regarding my recent experience at Luckychoo Casino. At first, the casino appeared appealing to me with a wide range of games and attractive offers, which led me to try their services. I made three deposits via PIX, starting with a welcome bonus, and I continued playing to meet the necessary requirements to unlock the bonus.

However, when I attempted to make a withdrawal, I was taken aback to find that there is no option to withdraw using the same deposit method (PIX), which is a significant inconvenience. Consequently, I reached out to support, but to my surprise, I received no response, neither through chat nor email, even after waiting three days.

According to the casino's terms and conditions, documents sent for verification should be reviewed within 24 hours, but it has already been three days and the process remains pending, with no feedback from support.

Moreover, the withdrawal button remains inactive, preventing me from withdrawing funds while the verification process is incomplete.

Olá,

Venho por meio desta registrar uma reclamação sobre a minha experiência recente no cassino Luckychoo. Inicialmente, o cassino me pareceu atraente, com uma grande variedade de jogos e boas ofertas, o que me levou a testar seus serviços. Realizei três depósitos via PIX, sendo o primeiro após a obtenção de um bônus de boas-vindas, e continuei jogando, cumpri os requisitos necessários para liberar o bônus.

No entanto, ao tentar efetuar um saque, me deparei com a surpresa de que não existe a opção de retirar os valores utilizando o mesmo método de depósito (PIX), o que é um grande inconveniente. Diante disso, entrei em contato com o suporte, mas para minha surpresa, não obtive resposta, nem por chat, nem por e-mail, mesmo após três dias de espera.

De acordo com os termos e condições do cassino, os documentos enviados para verificação devem ser analisados em até 24 horas, mas já se passaram três dias e o processo continua pendente, sem qualquer retorno do suporte.

Além disso, o botão de saque continua inativo, impedindo que eu realize a retirada dos valores enquanto o processo de verificação não for concluído.

Dear marciogardiniweb55,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Luckychoo Casino. Please understand that the variety and accessibility of payment methods are not managed exclusively by the casino. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

Could you please advise if you have been informed about any alternative methods to withdraw your winnings? If possible, kindly send me a screenshot of the payment methods you see in the withdrawal section of your casino profile.

Could you kindly specify which documents you provided to the casino for verification?

When was the last time you successfully communicated with customer support and what did you talk about?

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

Veronika