Casino Luck— player complaints: 14 in English

I’ve been registered and verified at the site for a few months. Approximately 1 month ago o had a surprise payout of £11,000 which they paid to me. The slot I won on continued to pay and I subsequently had cash outs totalling approx £8,000 which was requested on 17th October and paid on 19th. It continued to accumulate wins and on the 20th October i again had winnings totalling £8,500 ( all from £5 spins). I requested the cash out again and when I woke the following morning there was an affordability data request which I responded too immediately with the required evidence. As I’m a platinum member the funds should have been processed however when I contacted them they informed me they were withholding the funds inline with UKGC requirements whilst they undertake the affordability checks. I informed them that I had reviewed UKGC website and it’s specifically states that the cannot demand additional documents in order to follow through with payouts yet they continue to insist that the funds will not be released. Ther was only an additional £1,000 spent between payout requests and therefore given the volume of finance I have received I am left confused why they are insisting that affordability needs to be covered to revive ethe remaining £8,500. I can only assume they do not want to pay the money out. Please advise on how to proceed as UKGC clearly state guidance they are not following in this matter re: withholding funds

Dear whom may concern I self excluded my spinson.com account as I have a serious gambling problem. However I have managed to play on 4 sister casinos since my self exclusion and I demand a refund for all my deposits made on your sister sites after my self exclusion. The casinos that I managed to deposit and play on after my self exclusion are Barbados casino Play frank Magic red Casino luck I should have never been able to play on any of these casinos nor should I of been able to deposit. I hope to resolve this matter as soon as possible because you did not self exclude me properly across your sites, I have an email as proof stating that aspire global is responsible for my self exclusion. I demand a refund of all the deposits made on these sites. I hope to hear your response soon and can resolve this matter.

Hello The Pogg, I played at Casinoluck and requested a payout. I then contacted the live chat on December 20, 2019 at around 7 p.m. in order to set up a sales restriction / loss limit or some kind of block that I could no longer gamble my money. This didn't happen and I was able to gamble away everything again. Now my case is under investigation, but I have the feeling that not much is happening there. Thanks for your help.

Hi. Ive got problem with that casino. 5 days im wating to proced my withdraw(400£) and everytime when i contact with them i hear the same story about 48 hours to proced with my documents. At 25/2/19 i won something on that casino and the sameday i upload my Id, debit card and proof of adress to verify my person. Its 2/3/19 and casino told me one more time after 48 hours we will proced your withdraw. What can i do? Im start thinking about casino just dont want to pay my money?

I had an account with Goliath Casino under a current self-exclusion when I signed up here and was encouraged by support to make a deposit despite them being aware of this. They assured me a deposit and me even having an account at CasinoLuck would not be possible, but despite this I made 3 deposits of 30AUD each. I have a gambling problem and after my session I snapped out of it and requested a proper global ban from their casino network and a refund of my deposits as I believe I would not have been paid in the event of a win. I have not heard anything from them despite this issue being "escalated to management". I have copies of two chat logs, one of the support staff encouraging me to deposit and the other with me chasing the issue up and them assuring me it was being looked into.

I have read the references on Casino Luck which were very good, so decided to play there taking the welcome bonus for my deposit I made my deposit on the 31st of January. I was winning and reached around 1 500 EUR, was very happy about it. I haven't reached the wagering requirement when my account was blocked. I wrote an email about this to the casino, i checked my email - it was February 1st. On the sixth of February I received a response where they told me they had to block it for the security reasons and asked me to send the verification documents. At that moment I was travelling for work and couldn't deal with the documents right away. I sent the documents as they requested through the email on the 18th February and sent the documents by the regular mail on the 22nd February. I still have the notice of delivery by the way. After that I had no info from the casino. I tried to find out what was the issues and in a month(!), it was 19th of March, they responded to my email - my account was not blocked anymore. It was right, but what I had to find out was that all my winnings disappeared. I wrote about this to the casino. On 16th of April the casino responded that my winnings were taken away because the period for wagering has already passed. I checked the Wagering Requirement period in the terms, it was 21 days. This is ridiculous - I have been put in the situation where this was simply impossible. I have completed all the requests of the casino. This all situation is extremely disappointing to me and I would like to find out how the casino with such a good reputation can be messing with the players in such a way.

I joined casinoluck.com on the 30th October and happened to win around £1400 on their sign up offer. I requested a withdrawal, which they subsequently rolled back on the 31st October and locked my account. Since then I have provided them with requested ID (driving license & front/back of card used, plus proof of address). I have also sent them a statement notorised by my bank (Santander) and a copy of ID notorised by my Solicitor. They signed for said documents over 7 days ago (11/11/16), yet they have still not unlocked my account or made any attempts to process my withdrawal. It appears they are making it unduly difficult for anybody who is lucky enough to win on their site to actually receive their winnings. It honestly feels like they hope people don't bother to chase them so they can keep funds. Please help in resolving. Regards, [EDIT] [EDIT] [EDIT]

Hi, on Monday night I signed up to casinoluck.com and received a welcome bonus. I was playing for a couple hours maybe, then my game crashed, and it signed me out. I tried logging back in but it said account blocked. I then went on live chat who just told me to wait for security team to contact me. I asked for a contact number and was just ignored. This is very frustrating because I was up in money, and I don't think if I was losing it would of happened... Anyway I emailed and emailed an received a reply yesterday saying the fraud team are looking into it, I haven't broke any rules or terms and conditions so can't understand why this would happen. It's now been 3 days and no reply or explanation from the security team... have you heard of this happening from casinoluck?

Hi there I really hope you can help me. I am a troubled person who has been trying my very best to combat a horrific addiction to gambling. I have tried my very hardest with a few major setbacks which is not helped by constantly receiving promotional emails from companies from whom I am already self excluded. I have self excluded from every betting shop in my area and this has been really effective. I have also self excluded at every casino online that I can think of and have written to all software providers and the gambling commission themselves asking to be banned from every site under their commission. Fair enough I got a response back from the gambling commission saying that they are unable to do this and I must contact casinos individually and this is what I have done. In December 2013 I self excluded at next casino due to problem gambling. However despite every matrix being fully aware of my problem and self exclusion, I was permitted to deposit 200 with their sister casino on 1.12.15 I really hope you can help me as this should never have been permitted to happen. I have sent numerous emails but every matrix refuse to communicate with me. Casino luck say all correspondence must come from every matrix before they can do anything. Thanks, [EDIT] Usernames: [EDIT] all accounts were registered under the same email address of [EDIT]

Hi there, I would like to submit a complaint against Casino Luck. I signed up with them on the 14/08/2015 username [EDIT] and accepted there welcome bonus which I played through and managed complete the wagering. I then submitted a withdraw request when funds were cleared of the wagering bonus (with a nice £200 profit). The morning after I received an email from them saying my withdraw had been rolled back into my casino account but when I tried to log in it said my account was blocked so I went on live chat but was advised to email them for further information which I did. They emailed me back within 48 hours saying my account had triggered a security alert and that they needed certain documentation emailed to verify, which I completely understand and complied with, but also notarized documents. I have never been asked for notarized with any other casino before. I have emailed asking for more information on this procedure, if there was any other way as from what I have managed to find out it can be quite costly and also if there was any way they would refund me the cost when it proved my identity. The only response back was that there would be no refund.... I have found them to be extremely uncooperative with my questions and in a way quite rude with there response. I would be very grateful if you could help me with this matter. While I understand that fraud prevention is really important, I really don't understand why I need to fork out a substantial sum of money to get notarized when other companies are able to do this without. I would be more than willing to submit these documents that they are requesting if they would refund me the cost but as they have said they are not willing to then I don't know what else to do. Kind regards, [EDIT]

Joined casino luck and emailed relevant documents. Played the bonus and completed the wagering requirements when I tried to withdraw my winnings I was told they require notarised documents. I have looked into this and have been quoted in excess of £150 for the documents they require. I checked to see if certified documents from a notary would suffice but the reply was only notarised documents only. How can they justify this when I have never had to do this before.

Hi I'm currently in a dispute with Casino Luck I recently took part in their 100% deposit bonus welcome offer. I finished the rollover with a final balance of £280(ish) so a £130 profit. I then attempted to withdraw the balance to skrill. I got an email the following day requesting the standard stuff (passport, utilities bill etc) no problem. However they also requested me to post them notarised copies of these aswell! Crazy!I queried this with them, and they informed me I was a 'security risk' however, they also informed me that if I forfeit my winnings I can have my deposit back. No documents etc... surely this is incredibly sketchy?

Hi, I signed up threw thepogg link and got better bonus threw thepogg site. I made around 10 deposits and made a withdraw for 200 this is when the proplems started no problems with deposits or bonus it's always withdraws. I made my deposits through UKash and Neteller. The casino states withdraws paid in 24hrs we are now over that period and they havnt even sent me an email total disrespect for customers. They have now ask for docs which is understandable which I sent. They also ask where I bought my UKash vochers which I find very strange as I use ukash for a lot of casinos and never been ask for this. I also think when I made my 1st deposit they should have ask for docs if they were going to at all. I also went on their live chat which is never on and was told that they were waiting on security team. This really gets me fed up I just want a simple answer, can't be bothered with casinos that do these silly tricks but expected better from a casino with such a high rep. Their customer service is terrible no emails to say about the status of withdraw or docs for verification can thepogg help me here?

Hello, I make an account in Casino Luck. When I make a win and finish my wager they block my account for investigate. They not unlock my account and send me email on January 5th saying they want documents, but on January 7 they say they want notary document. So I not send document as I think they want notary document and take time for me to get because is not close for me to get. Then on January 21 send me email saying that I've not sent document KYC in time and they're going void my winning. Can please help me with this it take time for me get notary document and I send document now already. I go make also notary document and then I do everything and want get my money but they say not pay for not give KYC in time but I think they only wanted notary. Why would they want normal documents if I'm to get notary and send on January 5 and say not fast enough on January 21. Can please help me? I not know what to do they're not answering my email good when ask give me time for notary and only say no we go void winning. Thanks you for helping me. My login for Casino Luck [EDIT]