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I have deposited via Credit card 20 Euro. Manage to win 250 Euro. I went to withdrawl and in my surprise no payment methods found in my withdrawl section. Sending several emails and chating every day with online support but still no payment methods. I have a fully verified account. It is more than 2 weeks and still not solved this situation. Via mail I never got any answare, but in chat they always appopogise and say that this will be solved. Reading also a review here I think they will never solve this issue coz they want you only to deposit but not to cashout.

Dear Klajdi83,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Luckyhand Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please provide screenshots detailing which deposit methods the casino offers in your country?
• Have you accumulated your winnings with the help of a bonus?
• Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Thanks for your email.

Please reply to my other questions so we have a complete picture of the situation.

• Could you please provide screenshots detailing which deposit methods the casino offers in your country?
• Have you accumulated your winnings with the help of a bonus?
• What is your current balance in the casino?

in my country the casino offer only deposit via credit card, Visa or Mastercard. You can see the screenshot.

I did not used any bonus to play at the casino. I played only cash.

Now I have 118 Euro on my account.

Thank you very much, Klajdi83, for providing the necessary information. I adjusted the disputed amount accordingly. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, Klajdi83,

I am sorry to hear about your unpleasant experience and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible. Let's ask the casino representative for details.

Dear Luckyhand Casino team,

Could you please look into the player's issue and provide us with suggestions on how he could withdraw his winnings or an estimated time frame for the problem to be resolved on the casino's side?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Klajdi83,

I received the following information from the casino:

• You made €20, however, lost them, while there is a current balance of a few cents, so less than the minimum withdrawal amount
• You have not submitted any withdrawal request (which we know from the beginning)
• You were contacted by the casino via email and offered alternative withdrawal payment methods, including cryptocurrency (USDT), but have not responded

Can you please confirm the above-stated? Do I understand correctly that in the meantime, you lost your disputed funds by playing at the casino?

The casino did not have a casino representative account so they could not reply directly in the thread. However, their account was set up a while ago, and they should already receive our notifications and be able to reply directly here.

Dear Klajdi83,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello Dear, how I could make a withdraw when I had no option. In all casinos I have played always I could withdraw via credit card if I have been depositing via credit card. This casino is just scamming people. Be aware to play there. You will never get any cashout.

Dear Klajdi83,

It is true your card does not support cashouts for some processors, however we did reach out to you with an alternative solution on the 8 July 2024 which you completely ignored.

The screenshot attached shows we reached out to you on the 8 July asking for a crypto USDT wallet ID to make a payout.

Instead you, did not accept the alternative, and you chose to wager your funds, we can not take such responsibility as communication was sent to you. assisting for an alternative.

You had an alternative solution that we offered you as per attached screenshot.

I can not agree there is any dispute based on the fact that communication was sent before the winnings were wagered to losses and I disagree on such accusations that we are scammers when we offered a solution.

It is true we can not pay to your card, however we did communicate this to you with a solution as per attached

Kind Regards,

Luckyhand Casino Support Team

Dear Branislav,

Can Casino guru take to consideration that this is resolved?

The casino can not take responsibility if a player chose to wager over an alternative that was offered, also when we reached out on the 8 July the balance was still available for a cashout alternative, which we did offer with communication directly.

Best regards,

Luckyhand Casino Support Team

Thank you for your replies and clarification, Luckyhand Casino Support Team. Yes, everything is clear. I tried to reply to the user a while ago but it was not possible for some reason, obviously because you were adding your replies at the same time.

So, I will only send here my finished post.

Dear Klajdi83,

So you were a very lucky one because it is not industry-standard or a rule that online casinos are able or obliged to pay their players through the same payment methods as they used for deposits. In addition, the availability of payment methods does not depend on the casino but rather on their 3rd party payment providers/processors. Therefore, the casinos are sometimes powerless regarding the availability of PMs.

If you were offered an alternative option for withdrawal, it is not a scam, but the casino tried to find a solution. You have not contacted them back, even if they were able and willing to pay your winnings via another payment method, which is not difficult to create.

No one forced you to play with your disputed winnings. It was necessary to cooperate with the casino, find an alternative solution, stay patient, and withdraw winnings successfully to a different payment method. It would have only taken a bit longer.

However, that was not what I asked you for at all. Therefore, I will repeat my unanswered questions once again.

"Can you please confirm the above-stated? Do I understand correctly that in the meantime, you lost your disputed funds by playing at the casino?"

Please note if you fail to respond clearly until the current timer expires, the complaint will be closed/rejected anyway, and the timer will not be extended by another 7 days.

Looking forward to hearing from you.

This is not true. The bad thing of this casino was that they never answare to emails even the chat support asked the relevant department but I never got aby answare from them. They never contacted me for alternative payment method. The chat support always told me that I will be able to withdraw via credit card but never got any answare by the relevant department. I dont know why you are protecting them. If u want to promote this kind of casinos, than I cant say more. If is normal for you to wait almost one month? And also here in resolution center one more month and in the end to hear this?! That is my fold cos I played my winnings after waiting a month?! I just felt that the winnings are dead money, thats the reason I played them. Anyway guys stay away from this casino if you dont want to loose months or years to get paid.

Dear Klajdi83,

As you can see above in the screenshot provided by the casino, they contacted you via email. At least the email was successfully sent. It could have been resolved if you had waited and stayed patient. Considering your previous posts, it rather looks like you strictly wanted to withdraw by the same payment method (credit card) and decided not to answer the email from the casino because they offered you an alternative withdrawal payment method (crypto), which you did not like. However, although it took much longer than usual, we eventually connected with the casino representative, who would have been able to help us resolve the matter.

The situation was clarified above, and unfortunately, since you have lost your balance, I am afraid there is nothing more we can do. In this case, we are forced to close/reject this complaint due to the loss of the disputed funds. No casino would refund lost deposits/winnings by playing games, especially if you already had an open complaint, where we were trying to solve it. In addition, the casino tried to provide you with an alternative solution earlier.

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help. However, in case of an existing balance on a casino account, the disputed funds must remain untouched.

If you are not satisfied with the complaint solution, which would be understandable, I recommend you consult the gambling authority that the casino is regulated by. But count on the option it will very likely end up the same way.

In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, Luckyhand Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru