Sports And Casino, DuckyLuck Casino Support and Complaints Thread

Hello Daisy11111,

We are still waiting for a response. Once we get it we will get back to you.

Keep you posted.

Hello Daisy11111, We are looking into your claims and reviewing the communication that you have had with our player support personnel. We will come back with an answer as soon as possible.

Can you also get back to me on why they continuously advertise that high rollers get an invitation to be high roller and with that they are assigned a host. This is not true. It's such a lie and look players deserve honesty. Don't trick them into depositing daily because they get to this level and these are the perks if they aren't. There are only three vip levels. I have been highroller for 8 months since like the first week I played.  I went about 10,000 in the hole before ever getting a withdrawal I never got a host. They tell me there are these additional secret highroller levels that only the casino knows about and I will never be at the level to have a host. Jesus just remove it from the highroller promotions list if you do not and will not EVER have the things it says you will when you get the invitation. I mean u would not have a business at all without players pouring in their hard earned money to play video games. Is it too much to ask to not trick people? Just provide them with the real rewards. The ones they will actually get. I don't think that's too much to ask. What other business does this I can't think of any other business that offers perks like buy 10 get 1 free then it's time to get one free and they say "oh no it says that but you just aren't important enough to get that 1 free like we promise. Just keep on buying from us and maybe just maybe we might do what we say"

also I'm sure by now you looked through the chats and you can see when I first used the promo I wanted to be clear of the rules so I came to the chat I asked if I was allowed to use the reverse withdrawal bonus  with my current withdrawal. I said my current withdrawal has a max cash out of $200. I was told oh yes you def can use it and new bonus terms apply. Anyone who can sit there and claim that encouraging players and offering them and allowing them to use a promotion that is placed in their personal promotions page, in which the only outcome is they LOSE their pending withdrawal is NOT in anyway fair gaming. Anyone who tries to claim this fair and honest is lying to themselves. If they cannot win anything and only lose then they should NOT be told they are allowed to use it. This is nuts. I have played at some online casinos that have sketchy rules, but this takes the cake.

and other than that I like the casino. I mean every chat person has their own interpretation of a rule which is infuriating but that seems to be the case at all casinos. 
 

I am a good customer. I deposit a lot and often. I don't over use free chips. I don't use big match bonuses. I do not break rules. I asked for instruction in the chat before doing it because I was too scared to get screwed. I was reassured I could and guess what. I spent 4 months losing every single withdrawal that had a max cash out for no damn reason! No one ever ever ever said hey stop using that bonus. Nope they just watched. Until the one time I won then they took it all. Come on. Do you have any idea how much money this casino would make on me if they were just the slightest bit nice to me? I spent like $500,000 at freaking slots of Vegas in a year. I rarely cash out and I actually did break a rule there unintentionally but they let it go and paid me. Your casino has a bonus that is intentionally deceitful, confusing to both players and the staff and no one seems to give a shit to change it.

And it never stops with these casinos. Here is what they did to me today... 

my husband and I wanted our own accounts. And since it clearly says in the casino rules section ... 

3. Only one account per household is permitted. However, should a loved one wish to get in on the action and create an account, simply contact us to avoid the account from being flagged. 

prior to ever reopening any account the casino was notified. Infact sarah is who handled this for me. She said as long as we are aware you both have your own accounts it's not a problem. And she reopened my ducky luck account. Note: my ducky luck account was closed prior to ever playing because the casino originally said no you and your husband have to share an account because you are in the same household. Turns out the rules actually state the opposite. Two accounts in the same household for two separate people are fine as long as the casino is notified. I have done NOTHING wrong. I following the exact guidelines the casino provided and the casino  is the one who approve the request and the casino is the one who reopened the account. 
 

months later the casino ducky luck proceeds to "permanently ban"  both me and my husband from ever using bonuses. I have never even had a withdrawal. Just losses on my account. So what they just let me lose then say screw u?  Is it really this hard for a casino to simple not screw over honest players who make lots of regular deposits? It can't be this hard. 

I mean why doesn't the casino offer players a bonus in the cashier that says... 250% match bonus for craps table game only! Craps is the only game allowed for this bonus. General terms and conditions apply. 
 

grneral terms and conditions- craps is always excluded from play while using funds from any and all match bonuses. 
 

player uses the bonus that say craps only and wins $500. Casino says awe dang we gotta take that cause if u take a look at the terms and condtitions craps is an excluded game for all match bonuses. 
 

that is basically the exact same thing slots and casino is doing with their promotion. Same thing. 
 

if this casino representative can find a single player who agrees that it is "fair gaming" to allow advise and encourage players to use a promotion knowing the player has no clue that the ONLY outcome is that they will lose their original withdrawal. I will never say another word about it. 

Hello Daisy11111,

We are very sorry that you are feeling frustrated, and we completely understand. We will do our best to send everything that you mentioned that worries you and that disturbs you to Casino Rep so that he can somehow review your account again and try to find a solution that would help to resolve this situation.

Keep you posted.

Hello Daisy11111, 

We reviewed your account and there are different levels of High Rollers. We are unable to host each and every High Roller player. The hosting is based on several factors; deposits, withdrawals, gameplay, etc. When a player has the ability to consistently win and withdraw, the player most likely doesn't need extra help. The extra help is given to players that need some extra service. When you mention: "I will never be at the level to have a host. Jesus just remove it from the highroller promotions list"; we are not tricking people, we just believe that at this point you do not need a host. Unfortunately, the fact that you haven't received a host makes you believe that they don't exist and that we are advertising something that does not occur. 
Regarding the issue with one account per household, as you mentioned those are the rules. Unfortunately, while reviewing your accounts there are no notes telling us that at some point you informed us of this. Plus, when this is done, you do need to let us know this is the case BEFORE creating the second or third account.

Reversing the withdrawals: you have received explanations via chat, via email and also on this forum post that you do not accept. In each explanation you mention things like: "you are wrong" and then you proceed to explain to us how our terms and conditions work. This leaves us with our hands tied behind our backs as we have taken our time, via chat, emails and forums post to give you the best possible explanation on the terms which you just do not accept. 

We try to make our Casino as easy to use as possible so that the players enjoy playing with us. The whole point of our support is to help players when they are having issues. We have tried continuously to help you out with any of your questions, we have explained on different ways each and everyone of your questions and it seems that no explanation will be enough. We are sorry that this is the case.   

That's just so weird since there was an email send out stated that there are only three rewards levels. 

Also I do not understand I do not have 3 accounts of anything. I have 1 account. How in the world would I no if my husband had an account? Anyways the casino said it was fine. The casino is the one who had reopened my personal account so that my husband and I could have our own account. It would never have been reopened had the casino not authorized this. Sarah is the host who took care of this. I am not making this this up lol.
 

Look I'm sorry you do not agree that it is misleading to send emails declaring that there are only 3 rewards levels. If there are 3 then there are more levels within the highroller level why not just say that? But the casino says that highroller is 1 of the 3 levels. And you will receive and invite which I have recieved multiple invites. Also, if there are these other secret reward levels within the highroller level, how do you get to those levels? What are the deposit requirements? 

Are you going to address the reverse a withdrawal promotion issue? The casino cannnot deny that I asked customer support if I could reverse my withdrawal and use the coupon and they said yes the new coupon terms apply. 

Hello Daisy11111,

We have addressed it several times already. Via emails, chats and forums posts. From our reply to you on this same forum:

"Regarding the term 6.8 in our conditions, we acknowledge how this can seem confusing. The rule was designed to maintain a fair gaming environment: when funds from Free Chips or No-Deposit promotions are reversed into your account, the original terms of the promotion you won from still apply. This includes any maximum cash-out amounts.

Here's what this means in practice: If you reverse these specific funds—whether directly into your balance or to access a match bonus—the constraints of the original bonus winnings are still in place. This policy ensures consistency and fairness for all players, preventing the exploitation of promotional offers."

Please remember that the original terms of the promotion you won from still apply. 

Our terms and conditions do explain this point, and even though we have explained it to you, your reply is: "is NOT what it says in your terms and conditions. You questions and answers section clearly states that a match bonus is ALWAYS used with a deposit." 

We do hope that this clears out things for you. 

Okay but it does not say the word "original" promotion in the lucky duck terms and conditions anywhere. I deposited $2500 today at ur casino and I'll be closing my account permanently tomorrow. I want nothing to do with a casino that considers it "fair gaming" to encourage players via the promotions page and via chat to reverse withdrawals in which the only outcome is that they lose their withdrawal. It's seems pretty simple to me. Don't allow players to use the promotion if they can are only allowed to lose when using it. And train your staff to explain it when players ask the rules in the chat!!!! 

And btw. "In practice" any reversal that is combined with a match bonus by DEFINITION is a new deposit. A match bonus can only be used with a deposit!!! Look at your own casino page in which it defines a match bonus. 

When the casino screws up which it did. Because I wanted to clarify the rules before using it and the chat told me "new bonus terms" apply. Take some responsibility for your staff when they advise players who have money on the line. Once I get my Daily Cash back I want my account PERMANENTLY closed. 

Hello Daisy,

Please inform us when you get your cashback so we can notify Casino Rep to close your account.

Thank you.

hello,  my slotsandcasio

I recently won on a  $25 free chip that was placed in my account by the casino, i went through all the wagering  req, followed the terms and conditions ect. requested a payout via bitcoin. I've already made several deposits to this casino but never won anything this is my first withdrawal request. on Nov 19 I sent in all my documentation to verify my  ID, including bank statements with my address and name, my State drivers license, a selfie of me holding it. I finally get a response by email after chasing them for updates  way over 72 hours ( this is their time frame stated on the casino site for verification process)  . they state in the email that theres a discrepancy with my last name on my ID docs vs  my maiden name i signed up with, ok fair enough  (side note  Immediately after i requested the payout i ask live support if my last name being different would slow down or be a n issue during  Verification and she told me no just write an  Explanation why its different so i didnt bother digging out my marraige license ) anyway ii responded to this email within the hour it was arrived in my inbox and replied with attached documents I sent my born abroad birth certificate and my marriage  license. its been 10 days still not verified and support only  gives  generic responses for me to check my email periodically for any updates. my payout is still sitting pending so  im sure theyll have to audit that for an additional long stretched out  unnecessary amount of time after im verfied ... I've provided enough Identification, the same documentation that was approved by homeland security. come on now they didnt require any ID when I deposited so they can stop with  the whole  we take players account security seriously get real , pretty sure i read on LCB that slotsandcasino doesnt even have a  License themselves so what player are they protecting ? they are simply dragging their feet  because lets be real KYC takes two minutes at legit casinos, this is silly, please help me get me payout from these clowns.slotsandcasino is a  two bit operation  ran by criminals. buying time to rip more players off and give them the run around. thanks 

Hello Beckballs,

Sorry to hear that you are encountering this kind of issue. We will notify Casino Rep in order to help you with this matter.

Keep you posted.

Hello Beckballs, 

Thank you for your message. We have looked into your account and the last paper work you sent was on the 26th. Since then it is being reviewed. We have contacted the department in charge to see if they need anything further from you or if they can proceed to verify your account and continue with the payment process.. 

Payment times start once all the verification process is complete and your account is verified. At this moment the payment process has not started because of the verification hold up. We do understand that the verification process can be difficult and in some cases it can take longer than expected. Our casino does need to make sure we are sending the money to a real person and to the correct person. This is done for our players' protection as well as ours. We will come back here and let you know as soon as we receive an answer. 

Hello Beckballs,

We are happy to let you know that your account has now been successfully verified. Your pending withdrawal has now been sent for processing. Please be aware that the standard processing times apply. Hopefully you will receive your payment the first days of next week. 

Hello there,

I have been playing at Ducky Luck casino and their sister site Slots and Casino.  I have invested thousands of dollars here but have also won $2900 at Ducky Luck and $1076 at Slots and Casino.  I requested my first withdrawal at Ducky Luck for $2500 as that is their max withdrawal limit per week.  That was over the Thanskgiving weekend.  After submitting my verification documentation, I was told that everything was received in good order and that my withdrawal request was processed and paid via bank wire (my preferred payment method) on November 27, 2023, but that it would take 5-15 business days for the money to hit my bank account.  After patiently waiting 15 business days, I reached out to a representative via chat (no phone support) and I was then told that they had actually paid me on December 4, not November 27.  Ok, so I waited the 15 business days after December 4th, and omg I still do not have my money in my account.  I am totally depressed thinking I may have been scammed.  I have been patient and trying to give the benefit of the doubt, hoping that I will see the money on Tuesday, December 26, after the holiday, which will then be well over 15 business days.  I have played and won money at two other online casinos during the month of December, and I have already received payment from them.  Why am I still waiting to receive my winnings from Thanksgiving from Ducky Luck?  I am beside myself hoping someone can help me.  My username at Ducky Luck is Pikito1.  I am not trying to cause issues with them.  They will tell you that the money was paid but where is it???? Thank you.

Hello Pikito1,

Thank you for providing your casino username, we're going to get in touch with the casino rep and update you as soon as we hear back. 

Hello Pikito1,

We have sent the reminder to the casino again in hopes we will get a response this time.

Since it is a holiday season, expect a delay in response.

Keep you posted.

Hello Pikito1,

The casino representative got back to us and said that they are reviewing your case and that they will update this post as soon as they are done.

Just to let you know.

Hello Pikito1,

We have reached out to the casino again.

Keep you posted.

We hope we will hear from them this time since the New Years holidays have passed.

Hello,

Thank you for your patience. Due to the holidays it has been difficult to get a response from the processor about this payment. I have once again requested information about the payment so that we can decide on our next step. As soon as I am given more information I will reply here. We are sorry for the inconvenience. 

Woah! I can't believe this happened to you. That is definitely a lot of money. I can see and understand why you'd be stressing out lol I don't think I have ever played at Ducky Luck at least not that I can remember. Maybe it is just because of the holiday seasons being back to back. I sure hope you get your winnings!

Hello Pikito1,

Once again we would like to thank you for your patience. The department in charge informed us that the payment was returned by the bank as "No account/unable to located account." We deposited the money back into your account and you proceeded to cashout the funds once again on 12/2/. The money was paid out to you via BTC. Please confirm you received the funds already. Happy New Year!

Hello Pikito1,

Please advise.

Thank you.

Hello Pikito1,

We're still waiting for you to confirm that you received the funds. Please let us know. 

Hello Pikito1,

We're going to close this complaint and consider it resolved. 

Less than a month ago I deposited onto DuckyLuck.ag, I have requested to withdrawl and I was supposed to complete a verification process. The process however has been long and I provided them everything I was supposed to. There is sensitive information on the documents they requested so I redacted that information which the support agent on the site said I could. However when the verification team replied they said I had to resend everything with the redacted information showing. This is wrong. I want my withdrawl badly! Please help!

Hello rjbofficial,

First of all welcome to LCB! Glad to have you here. 

Can you please send us your casino username/id via private message so we can reach out to the casino representative and inquire about your case?

Thanks!

Username: rjbof****

Thanks for sharing your casino credentials with us!

We will reach out to casino representative to inquire about your case.

Keep you posted.

Thank you, I didn't even see this got moved I really appreciate the help! I hope I can get my money!

Hello rjbofficial. In order to be able to verify your account, we need you to provide the information free of blacking out areas which are the ones we need to verify. As you mention, the process is sensitive both ways. In order for us to be able to make sure we are sending the money to the correct person, we must have the proper information sent to us. The longest part of the process is sometimes the verification process due to the fact that the necessary information needs to be received. Please go ahead and send the documents that are being requested so that we can go ahead and verify your account and be able to continue with the payment process. 

I don't feel comfortable sending information like that via email. I sent identifiable information with valid forms of what you were asking. The reasoning for blurring out the sensitive information is for that exact reason. You can see from what I sent that I am who I am. There is no one else trying to withdraw in my name or from my account. It is also being withdrawn via bitcoin. Again I do not feel comfortable leaving the information that is sensitive to my own personal protection in the documents. It is for my personal protection.

Hello rjbofficial,

Before playing at any casino site, you must first read their T&C to see what the casino requires from players to be able to verify their accounts.

KYC-needed documents for Ducky Luck are:

• ID card, passport, driver's license
• Proof of address
• Proof of payment method ownership
• Selfie with ID documents

Read more here: https://lcb.org/casinos/duckyluck-casino

We will mark this case as Resolved as you need to verify your player's account according to their T&C.

Check this list of casinos to find one with KYC procedures that meet your needs.

Thanks for your understanding.

I have been depositing with duckyluck casino for over 2 years and have never ever been able to withdrawal I eventually give up amd put it all back in well this time I'm refusing to they say email verification documents to some ag email address they give you an automated response saying thabk you you'll receive an update in 72 hours after 72 hiurs nothing go into chat they always say escalated escalated blah blah well I never got that update email and here apparently my files were too large and one time only I used a card to deposit they which I was seriously not comfortable with at all wanted pictures of the front and back of my card I used so they wanted my numbers all of them expirations date and cvc that's credit card fraud just waiting g to happen so I have 100s if not 1000s of players card numbers saved to their data base to do whatever they want with that's not safe or ok no one should ever have all of those numbers but the card holder so lule an idiot I resubmitted all of that stuff plus the card here it is 72 hours later and still no email go into chat once again escalated escalated blah blah blah they just don't want to pay out a bitcoin withdrawal should always be immediately they sure want a lot to process a withdrawal but let you deposit no problems all the time tha6s some bs if you ask me and they just end the chatbon you whenever they feel like it worst customer service I have ever experienced on a site and they don't even provide a phone number idk too many sites that don't give you an option to actually talk to someone then they say they don't verify or process anything on nights weekends or holidays lol but they sure will tale your miney on those days theu are liars and con artists 

Oh amd my email for thos site is Jennyho****@gmail.com and user name is jenh****

Hello Jenh5309,

Please be more specific about the nature of your complaint. Do you have withdrawal issues with a casino?

Did the casino deduct some money from your card without your permission?

Please keep in mind that casino games are luck-based, and they all use the RNG algorithm, except live casino games.

Hello Jenh5309,

We will close this complaint due to the inactivity of the submitter.

I was treated like crap by "david" when I inquired about my daily cash back I was entitled to. He told me the "system" detected I won yesterday and did not qualify. That is absolute crap. I would not have been asking about cash back had I not made two deposits yesterday, and lost them both in record time. But he basicallly blamed any wrong doing on their infallible "system" and insinuated I was a liar, and even called me sir. I am not nor have I ever been a dude. Totally born female. He also shamed me for gambling in the first place. I really liked that casino, but being treated like that is not ok when I have spent the money that I have there. It made really apppreciate the customer service that I have always received from slotland, and win a day. I will never spend any more money there ever again.

Hello robin,

Sorry you have had a bad experience.

Can you please send us your casino username/id via private message so we can reach out to the casino representative and inquire about your case?

Thanks.

Hello robin,

Can you please send us your casino username/id via private message?

Hello robin,

We will close this complaint due to the inactivity of the submitter.

Did you get paid?

I've been playing at Duckyluck since pretty much when it first opened, well definitely since before the site changed from DuckyLuck.com to DuckyLuck.ag at least, but I've started to visit less often because I feel mislead about promotions I have been getting ignored on, especially within the last 30-60 days.  I occasionally will receive email promotions claiming free spins or something similar upon completion of a successful deposit, not to mention cash back rebates since I am a Crypto exclusive member.  The last time I contacted support after a successful deposit that met the $25 minimum amount required inquiring as to why I hadn't received any Daily Free Spins or Cashback rebates after my last few deposits and I was told I was basically S.O.L because I must contact live support as soon as I make my next deposit if I want the daily free spins or cashback, which I never had to do in the past.  This was explained to me less than 24 hours after my last deposit, which was considered null & void for any promotions that are listed on the website, and in emails I receive, despite the fact I followed all directions when depositing.  2 days ago I received a promotional email stating if I make a deposit, I'll receive 30 free spins on the new slot. Dawn of El Dorado PLUS an additional 25 spins the following day.  I figured I'd give DuckyLuck 1 more chance to redeem themselves by honoring the promotional claims presented to me. This was again shown to me on the website once my deposit was verified, also mentioning Cashback rebates the following day.  I did receive the 30 free spins, but that's it.  No extra 25 spins, still no cashback rebates, which haven't happened after I deposit the day before in over 30 days for me now.  I wouldn't care so much if these promotions weren't presented to me every week or I was told I don't qualify for whatever reason it may be because I do love the game selection DuckyLuck has, which very few other casinos come close to offering.  Also, despite many numerous deposits over the last 2 years, the comp points for my account have been stuck at 721.62 for well over a year now. 

(Username:  SideShowBob; feel free to see for yourself.)

I don't know why I don't get comp points as I rarely use deposit promotions, but it's just another thing I'm tired of getting frustrated about.  Maybe if they can get their act together again like they did before the .com became an .ag at the end I might pop back in to say hello in the future, but until then if a casino isn't going to put up, then I say shut up with the false promotional advertising please.

Hi SideShowBob,

Sorry to hear about the issue you are having with DuckyLuck casino. We notified the casino rep and waiting for their feedback. Keep an eye on this topic for an update. 

Hello. I have a problem with withdrawing funds from slotsandcasino.
My account was verified on March 15:

Since April 16, when I try to withdraw funds, they write to me that verification has not yet been completed.

Apparently the casino forgot that it verified my account and forgot to open a withdrawal. Because the documents have been sent and approved.
Verification took more than two weeks. Support does not fix the problem and does not respond to my emails.
I hope with your help we can solve this problem, thanks in advance.