RESOLVED: Have I been Played a fool????

 Hopefully this is the right place to ask for help with this apparent and sudden communication and payout request issue with Lucky Owl Casino.  .  I feel as though the customer relationship I had going with David an employee of this casino  has changed to no communication at all because I have requested a larger then usual withdrawal I won due to the SO called NO RULES promo David offered and gave me. This promo doesn;t have wagering requirements but does have a winning balance cashout requirement.  

THis situation is really strange and I really don't understand how this casino can advertise no rule promos when all the promos they list as no rules absolutely have a winning amount to request a payout when claiming the bonus.  Anyway I claimed the 75% no rules bonus when David messaged me and asked if I would be making a deposit, (Sunday) When I said I would and the amount I would deposit this was the bonus he offered.  Well I claimed it and didn't read all the terms completely because I was being naive and thinking that casinos No rule promos are the same as other casinos.  however this is what a popup exclamation sign states as further information when using this promo.  "You may only make a withdrawal when your balance is greater than your starting balance plus any deposits or withdrawal reversals, plus your bonus, plus the win amount of 25 times the bonus, plus any converted comp points. For example, if you have $100 in your account and you deposit $20 and receive a $20 bonus with a 1 x bonus win requirement, you may withdraw when your balance is greater than $160."   SO after doing all the calculations on this promo and my deposit, what I found was that I had to have a winning balance of at least 1750.00. I was shocked and did text David telling him that amount was way too much.  But he stated those are the T&C of the promo. So I went back to playing until I finally reached a balance of 1873.  enough to request a withdrawal.  When I tried to withdraw the system rejected my request stating the amount was over the max allowable. SO I dropped the request down to 1000 being the max amount allowed and figured I would just have to request two individual withdrawal requests.   When I tried to withdraw 1000 I kept getting a system validation error which canceled my request.  I asked David several times to look into this and if he could get it fixed so I can request two withdrawals.   He has since stopped texting me completely,  and I haven't been able to get anyone in the support chat bot.  

I should be ecstatic about this win however it has become a very distressing event  that is causing me to feel like I am or have been played as a fool????  

Sorry but this is really how I feel and I would like to know if there is someone you can contact at the casino that will help settle this issue? 

​Sincerely, 

AMD

Hi Aileen Dodge,

Sorry to hear you had issues with your payout at Lucky Owl Club Casino and that their support team is no longer responsive.

Please send us your casino username via private message to reach out to the casino rep and try to assist you.

Thank you.

Hi Aileen Dodge,

Thanks for providing us with your account details.

We notified the casino representative, as soon as we have any feedback, we will let you know.

Hi Aileen Dodge,

We received the feedback from the casino rep that you had been paid.

Please confirm you received your funds, thank you.

I have most certainly NOT been paid as of 6:53pm EST, Wednesday, 05/08/2024!!!

Thanks Aileen Dodge, let's wait for a few days as the payment has been initiated on the 4th of May.

 The payment you are talking about I have received. The amount was actually 150.00 because I redeposited 150.back into my account.  Furthermore these winnings I have not received I won on the 5th of May 2024.  SO I have received two previous requested payouts and I did receive them rather quickly on 4/30/2024 and 5/4/2024.   That is why I am at a loss as to why I have not received this requested payout and why I can't even request a partial payout because their system cancels the request every time due to an error that states the request is cancelled due to an external system validation Error.  This whole situation has been bad since it started and I am so disappointed with the casino support response.  I really have liked playing at this casino.  But this delay and problem that I have been told will be fixed and still has not been fixed days later. Makes me question my decision to play at this casino.  It is so disappointing when you find a casino that seems to be really great and you feel it will be a favorite online casino for you to enjoy playing at only to suspect that perhaps your judgement was way off!!!! And you have been played like a fool!!!  NO ONE likes to feel like someone has played them like a fiddle especially when you are a violin!!!  

Sincerely,

AMD

You do understand my last post right?  If you have been told that my withdrawal reuest has been sent someone from the casino has no idea whats going on or they are outright LYING!!!  I wonder which one it is.  I have screenshots of my account and all the action that has taken place on the account.  You may not be offended by this individual from the casino misleading you.  But I AM.   And I am still at a loss as to WHY this CASINO cannot seem to get it together and fix the problem.  Thus allowing me to request two withdrawals.  Is there any other Lucky Owl players who have run into this delay on a larger than usual withdrawal from this casino?  I really find it hard to believe this is just happening to me.  

I know you are trying your best to help settle this matter and I do appreciate all your help.  

Aileen M. Dodge

Hi Aileen M. Dodge,

You're most welcome.

I got it now, you are questioning about the withdrawal requested on the 5th of May, so we will check about this one with the rep too.

I am questioning and wondering why I can't even make a request.  The system keeps cancelling any request I make.  If you were to look at my history of transactions you would see over 25 denied requests.  David on of the customer service individuals that I have dealt with has told me every day this week he is going to fix the problem. I sent him my bitcoin addy because he was manually going to process my withdrawal.  But he's done nothing.  As I have asked previously do other customers get this kind of nonservice.  I know I cannot be the only customer who has won 1800.00!!!! 

Any service rep you talk to will be able to see on my account that the promo I claimed all terms have been met and I should be able to cash out my balance. They can also see what the balance is.  Maybe somoene in that casino knows how to fix the program to accept my request and not cancel it with this external system validation error message.   

AMD

Hi Aileen Dodge,

We have informed the rep. As soon as we receive any feedback, we will update you here on this thread.

And is there a time frame that I should look at as to when you will hear back from the casino Rep?

AMD

So here it is Saturday 6 days have passed since I last heard anything other than a lie from this casino.  I did some research online regarding complaints filed against this casino and also it's sister casino.  The number one complaint going back to 2023 is that both casinos have chronically withheld withdrawals and used the excuse that their system experiencing technical issues is to blame for all delays and lack of communication.  This make me suspect there is criminal intent behind this constant delay of payouts and the casinos decision to stop all communication  with the players until weeks or months later their payout is finally processed and sent to their bank account or bitcoin wallet.  All of these complaints were eventually settled when the casino finally paid the customers winnings.  And this is the auspiciousness of this problem.  The casino does eventually pay the winnings only it takes them weeks or months to do this???  Makes me wonder if the delays are part of an ongoing financial problem within the casino.  

AMD

Hi Aileen Dodge,

The rep informed us on Friday that he would look into the complaint and revert us. Please be patient as there was a weekend. As soon as we hear from them, we will let you know.

You may always subscribe to this thread and get notifications whenever the thread is updated.

No information from the casino rep yet.  Guess I must be not the only customer having problems trying to get their withdrawal processed by this casino financial department.  

I am hoping this get resolved :( .

Hi Aileen Dodge,

We've sent the reminder to the casino rep. As soon as he replies, we will update you here on the thread.

Ever get the feeling you are being intentionally ignored????   How long does it honestly take an individual to look into an issue that has been going on for over a week now and the issue has been experienced by other players who made complaints and had to get help from LCB moderators not even 30 days ago? .  

yet the marketing department isn't ignoring anyone.  I got this email today and I laughed way too hard when I read the paragraph which is in bold print regarding crypto payouts.  

THis is the email: I highlighted in red the paragraph about the crypto payout. 

Dear Aileen,

Are you ready for the exhilarating gaming adventure at Lucky Owl Club?

Take advantage of our exclusive 30 Spins on the House at our latest slot game "Metal Detector: Mayan Magic!"

Experience the thrill of our incredible 400% Mystic Bliss Match on your deposit, accompanied by a follow-up 70 Spins! after each deposit!

Hi Aileen Dodge,

We understand how you feel, but please be patient. We know waiting can be a bit frustrating, especially when we're eager for resolutions.The rep advised us he would follow up on this with the team and update us.

The rep advised us he would follow up on this with the team and update us

 So just out of curiosity do you have a time frame in mind when you then consider that perhaps the casino is not actually doing anything to solved the issue have just been giving you lip-service?  

Believe me I do know that you are working and trying your best to help I just wonder if there is some kind of time frame or do you just let them take as long as they want ( Weeks, Months, Years) to eventually get back to you?  I know complaints are not left open when the member makes the complaint then stops responding and no longer participates in the resolution process.  Frustration is a mild descriptor of how I feel regarding this entire situation.  I happen to be ex US military and know all about "HURRY UP AND WAIT"  That happens to be one of the first regulations you learn when joining the military!!!   SO believe me I am being VERY patient and will continue to work with your complaint process as long as LCB requires. I will not be one of those .  members that gives up. 

Anyway I just want you to know that none of the negative feelings I have are caused by LCB and I have only positive and gratefulness to offer LCB moderators who are handling this out of care and concern for their members,

AMD

Hi Aileen Dodge,

We respect appreciation you have for the moderators at LCB and it's great that you recognize our efforts. It's understandable to want a resolution within a reasonable timeframe. We aim to address issues as promptly as possible while the exact timeframe can vary depending on the complexity of the issue.

Please keep in mind that while moderators wish to resolve issues quickly, they may encounter unexpected delays from the casino reps so  patience and understanding from both sides can help facilitate a resolution process. 

We've reminded the rep of the update they need to provide us with regarding this complaint and we do hope to receive the response soon this time.

Thanks for your understanding.

I've been waiting to withdraw too. Yesterday they told me their payment processing is down and "the team is working on it". Said it would be back up in 5-6 hours. Talked to them again today and apparently they're STILL working on their "seemless crypto payouts." Now they're saying it'll be fixed in 12 hours. Right in time for their weekend. I guess I'll try again on Monday and see how many hours they have left fixing their sh*t. Funny, withdrawals were working when I started playing yesterday. I played a 25 dollar bonus. Met the wager requirements and instead of paying me they wanted to give me 75$ no withdrawal limit at X40. In order to get the deal I had to request a withdrawal, then cancel it to accept the bonus money. As soon as I Met my wager requirements all the sudden the withdrawal function is messed up and I'm sh*t out of luck until they figure it out.

That's all horrible to hear about, I sure hope they figure it all out on their end so others like you won't end up somehow being stiffed by them.

When you try to withdraw do you get a message stating the payout is canceled due to an external system validation.  If thats the message you're getting its how they try to get out of paying your winnings.   I've been getting that message since I tried to initially cash out. The VIP host  Who was initially helping me Is allegedly not working at the casino anymore. Which really doesn't matter because he didn't help at all he just lied all the time and said yeah he was gonna fix it and yeah I'd get my withdrawal just lied all the time and then I was placed on the chat support ignore list. And the support email ignore list. I have continued to make the payout request everyday. Hoping one of these tries will actually work and won't get canceled by the system.   The amount of. My winnings requires two separate withdrawal request.  

Yeah every time I try to withdraw it immediately cancels it and gives me an error message.

Thanks for posting that you are also having an issue with this casino and their so called 

"Seamless crypto withdrawal process, you can enjoy your winnings easily and conveniently."

I am sorry that you are experiencing this same issue however I was beginning to think I was the only customer to have won an amount greater than 800.  I really liked playing at this casino and had cashed out 3 times, I then took this promo it was one of their no rules promos. The thing is there is no wagering requirements as expected with a no rules promo but there is a balance requirement that must be met before you can withdraw.  I found that out after playing and wanted to cash out at 500. but I was informed I had to win over 1700. to request a withdrawal.  so I went back to playing and when I hit 1890 I decided to cash out.  I immediately experienced this automatic canceling of the request.  

No need to rehash what I have already written, I'm just perplexed and flummoxed over this casinos treatment of an active depositing customer.  I will keep hoping for you now too that this casino gets it together and honors our legitimate withdrawal requests. 

AMD

SO I know you said be patient and I believe I have been more than patient.  I have been patient since the 5th of May.  And I am a very understanding individual and even though I am over 60 I still have maintained a higher than average IQ.  The reason I state this is I would like to know if this casino Rep has given any information at all as to why this is happening and when it will be fixed.  I really don't think that is asking for too much.  How can I understand this casinos lack of owning up to it's legal financial obligation to pay an actively depositing customer their legitimate winnings when there is ZERO communication from the casino?  It just isn't possible to even begin to understand this type of treatment.  And this casino does have a license out of Curacao.  It is held under the name of the LLC that owns and manages this casino and also Coinbets777 another newly listed casino on LCB.  

Has the casino rep given any information at all besides I'll look into it????  

I really get a bad feeling about this casinos claim to being a legitimate trustworthy online casino.  I really get the feeling this is one of those last as long as you can, fly by one night operations. 

I'm sure you noticed there is another LCB Member that is experiencing this same issue and has commented recently under this complaint. 

I really hope you have some information\ to share good or bad?  

AMD

Hi Aileen Dodge,

We are doing our best to help you but we lack the casino rep response. Therefore, we will remind them again today, but please try to understand, we are just intermediaries, trying to help you find the resolution.

As soon as we hear from them, we will instantly inform you.

I gave up. There are several people not getting paid. They need to be black listed.

Hi Devin Cox,

If you have any issue with Lucky Owl Club Casino, please priovide us with more information so that we could try to assist you.

I won $750 once and $500 another time. Each time their seemless crypto withdrawals seemed to not be working. When you go to withdrawal it rejects it immediately and gives an error message. When you talk to customer support they assure you the team is working very hard on this issue and will be fixed by the end of the day. Except the end of the day turns into the next day and the next day and the next day and as far as I know it's still "broken". They can take your money all day but for some reason just can't figure out how to pay anyone. The withdrawal function works when they convince you to take a 300% no rules no limit bonus instead of paying you. They instruct you to withdrawal your winnings and then go back in to your withdrawal to cancel it and then that triples your winnings and puts you under a no rules no limit bonus. Which isn't true because there's still a X40 wager requirement tied to it. But even if you meet the new wager requirement and try to withdrawal, all of the sudden the withdrawal function doesn't work and you'll have to wait til the end of the day til it's fixed. But it never gets fixed. I gave up and played my balance back down to zero. Just not going to play there anymore.

I know that you are doing your best and i totally appreciate any help I get in resolving this problem.  If the casino is not responding back to you then they are ignoring you too,  So I seriously doubt LCB will have any success in solving this issue.

I do want you to know that the only reason I played at this casino was because it was listed by LCB as a new casino and within the review it stated they had EXCELLENT CUSTOMER SERVICE.  Now i don't hold LCB responsible for this issue.  I made the decision to play at this casino without any LCB involvement.  I do have free will and free thought and make many decisions on my own both good and bad and only I am responsible for any consequences of those decisions. 

It is a players own due diligence that is required when deciding to play at a casino.  However I also take into consideration the opinions of sites like LCB. and your site is not the only site that has positive reviews from the staff of the site. There are several other casino review sites that recommend playing at this casino stating it is trustworthy with excellent customer service.    

As I mentioned previously there is another individual who has experienced this same issue with Lucky Owl Casino.  And I noticed a new complaint listed under complaints against Lucky Owl casino.  

I personally believe this casino should issue a warning about this casino and also take a look at Coinbets777 which is owned and operated by the same company.  

These are just my personal opinions and I realize my opinions don't mean a hell of a lot to everyone.  But if my complaint and opinion can save another honest customer from being scammed then I must voice it. 

AMD

PS I am very grateful and appreciate all the time and patience the LCB moderators dedicate to helping members solve these issues they might have with a casino.  You are all really great from my POV.   Thanks so very much!!! 

HI Aileen Dodge,

Thanks a lot, we appreciate your feedback, a pleasure always to help, but sometimes our hands are tied when the casino reps are not actively responsive. 

Sometimes, circumstances can delay communication, but following up can help keep things moving forward. We've got the feedback that the casino rep will forward to the concerned person and get back to us soon. Hopefully, we will get some response this time.

Hi Devin Cox,

Thanks for sharing your experience with us, it's appreciated. This is so important for our members to get to know their disadvantages.

HI Aileen Dodge,

We've got the info from the rep that the issue will be resolved in 3-4 working days as per feedback from their finance dept.

Please be patient, and when you get your funds, please let us know here.

Thank you.

HI Aileen Dodge,

The first withdrawal has been paid, the second is in processing and will be completed soon.

Please confirm when you get funds for both withdrawals.

I did receive the first withdrawal which happens to be one of three,  I had to make two of the request for 500. then one for a little over 850.  I am over joyed to have received this first request and knowing that I was able to at least place the other two withdrawals without the system canceling them so they are both pending.  I am not sure why the casino couldn't pay out the entire amount.  But we will see if I eventually receive the last two withdrawals.  I think they will take their time on sending these out because the person that helped me this morning made sure to tell me I could always use one of the withdrawals as a deposit and pick any promo I wanted.  I have made it clear on numerous occasions that as a personal gambling rule I have sent for myself I never deposit over 150.00 These two deposits are way above that amount.  This person that helped me was very persistent in trying to get me to agree to reverse one of the last withdrawals so I could gamble on this site again???!!!!!  REALLY???  Do you know that saying about Pigs Flying???  That is when I might think about depositing money and playing at this casino again.  

Anyway I can't say thank you enough and words evade me in expressing just how much I honestly appreciate all the time and effort given from LCB personnel. You are all really the best there is to be found in this type of online public forum. .

AMD    

Hi Aileen Dodge,

You're most welcome, a pleasure to help. This was a long process but hopefully worth waiting.

Please let us know when you get your funds. Keep us updated.

It was very much worth the wait.  I did in the end break a personal Gambling rule I made for myself.  And that was I did agree to redeposit 200 back into my account if I was promised that I would receive the rest of my funds by the next day.  I got that first withdrawal of 300 which was originally 500.  The next day they failed to send my winnings and I contacted this individual again and told them that LYING is something kids do.  And that lying when you are supposed to be an adult is a sure sign of a major negative character flaw!!!!!  This individual asked me if I wanted to redeposit again and then they would send the rest of my withdrawal.  My Answer was NO I want my withdrawal as promised.  I received both my remaining withdrawals by 5PM EST.  This person has continued to ask me if I want to deposit more money maybe I'll win again!!!!!   Honestly that will not be happening.  In the 3 plus weeks it took me to get my winnings from this casino I received 4 nice size withdrawals from 4 different casinos. And one deposit from a social online gambling site.  Each deposit I received was in my account within 1 to 4 days.  I was also verified by two of these casino and still received my winnings in record time.   

The point I am making is that there are so very many online trustworthy casinos to play at and really experience the overwhelming joy when you suddenly win.  And knowing you won at a casino that is going to congratulate you and send the winnings without making you jump through several hoops and take away your happiness over winning.  And you know and trust this casino because it is a REAL ONLINE CASINO who follows the rules of fair gaming and they desire to PLEASE their customers so they want to come back and play with ot without a bonus incentive. 

And to all the staff at LCB I would never have found any of these trustworthy casinos without LCB's valued insights, working knowledge and honest open reviews of online casinos.  Thank you all so very much!!!!  You are all GREATLY APPRECIATED!!!! 

AMD

Daaaang, I should have been more patient.

Hi Ailleeen,

So happy for you, great news indeed 

It's a pleasure assisting you