Newlucky Casino - 플레이어의 출금이 지연됩니다.

Hello, the casino hasn't withdrawn my money for three days now. Before, withdrawals took three hours, now they don't work at all. At first they promised to pay out within 24 hours, then within 2 days, now they don't say the payment terms at all. I have almost no winnings there, only my last deposits. Please help me withdraw money.

Dear Arina,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests. 

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint. 

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

No, you are wrong. The first withdrawals for a small amount were processed for me in 3 hours, besides, the website states that the withdrawal of money takes no more than 2 days. 4 days have already passed

that's what they tell me, always the same thing

It seems I will never receive an answer to my question or a withdrawal of money

I still haven't received an answer, they reply with copy paste text, they don't say what the problem is. I suggest filing a collective complaint at www.gamingcontrolcuracao.org , and depriving this casino of its gaming license. I'm waiting for players who have problems withdrawing money in PM

they cancelled my entire balance and did not withdraw the money. I made several deposits, a total of 935 euros, but they only withdrew part of my first deposit 9 days ago - that's 210 euros. they stole 1140 euros from me! I urge those who suffered from this casino to write a class action lawsuit and a class action complaint to Curacao . my email for communication is [email address hidden by Casino Guru]

casino guru, please provide the legal address of this casino, to file a pre-trial claim and further legal action

You do not respond in any way. My account was blocked by newlucky casino, at first they delayed the withdrawal for 7 days, then my balances were canceled and today I saw that my account was blocked. There were 3 of my deposits on the account in the amount of 725 euros and a win of 415 euros, in total 1140 euros, these are impudent thieves who steal players' deposits and do not withdraw money at all. I wrote 2 complaints to https://www.gamingcontrolcuracao.org/, I am waiting for a response from them. I also ask you to add this casino to the blacklist of casinos on your resource. Could you tell me what other regulators newlucky casino has? I want to contact them again and write a lawsuit against this casino, demanding moral compensation of 10,000 euros. The laws of my country allow this to be done

Thank you for your response.

Has the money from the canceled withdrawal requests been returned to your player account, or has the casino confiscated it?

Please forward me the communication between you and the casino regarding the closure of your account at veronika.f@casino.guru.

the money was not returned, the casino confiscated everything from the account. they do not give me any answers, they ignore me

What types of games did you play - e.g. slots, live casino games, sports betting?

Have you passed the full KYC verification, or at least submitted any identity documents to the casino for verification?

I have passed a full check, played slots

Thank you very much, Arina, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

hello still no response from you and the casino. this is a scam, complaints are not resolved for so long. please add them to the blacklist

this is what they answered me. but I did not violate any rules, no evidence was provided. now I am waiting for a response from https://www.gamingcontrolcuracao.org/

also I ask you to tell me the legal address of this casino and what sites regulate the activities of newlucky? I will write collective complaints against them

We would like to inform you that an amount of 1140.03 EUR has been deducted from your account.

Additionally, your account has been closed due to the following reason: Fraud (Using the accumulation mechanics).

Please refer to the relevant terms and conditions governing such actions:

9.2. Collusion and cheating NewLucky is eligible to disable users Accounts and forfeit their Account balances (including deposits and winnings) if they will be noticed of gaining, attempting to gain an advantage of trading information of their cards or establishing a collusive agreement with other users to take an unfair advantage. These advantages may consist of chip dumping and transfer, discussing a hand during play, multiple using a single Account, soft playing. NewLucky provides the rigorous examination of play by both manual and automated ways and investigates all related user complaints. In addition, NewLucky provides proactively and randomly examining gameplays and Accounts.

9.3. Fraudulent activity Once NewLucky noticed a fraudulent, unlawful, dishonest or improper activity (including using the VPN, proxy or similar service that masks or manipulates the identification of your real location, or making bets, wagers or poker play through a third party or on behalf of a third party) on the Website, we are eligible to block user's Account with forfeiting of all Account balances without prior notification. In such cases, NewLucky reserves the right to report fraudulent activity to existing regulatory and law enforcement authorities including but not limited to banks, credit card companies and/or any person or entity that has the legal right to such information, and/or taking legal action against such user.

7.5. NewLucky reserves the right to refuse a withdrawal claim in case of fraud, in which case an Account will be suspended and the payment not processed

Thank you for your understanding!

Hello Arina,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to see if I can help somehow.

We would like to invite Newlucky Casino to join the conversation.

Dear Newlucky Casino,

I would appreciate it if you could provide us with more details regarding the player's actions that were considered a breach of the abovementioned rules, as they cover various scenarios. If this information cannot be disclosed publicly, please send it to me directly at michal.k@casino.guru

I understand that no one will help me here, because you have been considering the previous complaints for a month and nothing has been resolved. Tell me what resolvers does newlucky have? In addition to the regulator https://www.gamingcontrolcuracao.org/

Tell me, can I file a lawsuit from my country, Belarus? newlucky refuses to provide evidence of violation of the rules, I did not violate anything. They write that I used delayed rounds. I did not do this, I ask this casino to write to me in which slot and in which provider the rules were violated, so that I can write an appeal to the game provider, but they also refuse to do this

Dear Arina,  

I understand your anticipation for a swift reply from the casino team in the complaint thread. However, I must inform you that such responses may not always be immediate. I have reached out for additional information and evidence concerning the alleged rule violations, and as you can understand, gathering this information may require some time. According to our standard complaint resolution process, the casino is allotted 7 + 7 days to provide a response.  

If you feel that we may not be able to assist you further, please let me know, and I can proceed to close the complaint if that is your wish. 

As you mentioned, you have already submitted a complaint to the Curaçao Gaming Control Board (GCB) https://www.gamingcontrolcuracao.org/ you have to await their decision. GCB is the appropriate authority that can legally overturn the casino team's verdict.

Additionally, you can try to file a lawsuit at the Curaçao court should you deem it necessary.

Please let me know if I can go ahead and close this case or if you still would like us to help you.

and I hope for your help, I'm just disappointed...if you help, that would be great.

and could you tell me the legal address of newlucky? they refuse to tell me, I'll try to file a claim in the court of Curacao

Dear Arina,

I have provided you with all the "legal" information above. Please review them carefully and feel free to read the casino's terms and conditions for further information you might be looking for.

I remain hopeful the casino team will provide their response with further information soon.

Dear Arina and CasinoGuru Team,

We understand your concerns regarding the account block and fund deduction and would like to provide clarification.

After conducting an internal antifraud review, it was determined that your account was involved in a fraudulent scheme using delayed rounds. Based on this investigation, and in accordance with sections 9.2 and 9.3 of our Terms & Conditions, the decision was made to block your account and deduct all remaining funds due to a violation of our rules.

For full transparency, you can review the relevant sections of our Terms & Conditions here: https://newlucky.com/policy/terms-of-use. Additionally, we have attached a supporting screenshot for reference: https://prnt.sc/HpMutYTWuxkd .

If you have any further questions, please let us know.

Best regards,

NewLucky Casino Team.

I have already written more than once that I do not understand what the casino is telling me, but they continue to simply claim that I have violated something, without having any evidence. It is as if they are ignoring you, casino guru, and me, this is mockery, they pretend that they are fools. Let NewLucky Casino provide evidence of the violation, let them tell in which slot I violated the rules, in which gaming provider, they can draw up an official appeal to the gaming provider, and he will confirm that I have no violations. The casino slandered me and stole my money. I ask you to remove this casino from your forum from the list of reliable casinos. In any case, GCB will figure it out and deprive this casino of its license

Dear NewLucky Casino Team,  

I kindly request that you send the evidence regarding the alleged rule violations attributed to the player to michal.k@casino.guru.

Thank you in advance for your prompt response.

do you know why GCB may not respond? more than 2 weeks have passed, no response from them

Dear Arina and CasinoGuru Team,

As requested, we have sent a clarification via email.

To reiterate, we have verified the situation with the relevant department and received confirmation of the violation. According to their analysis:

- The player made a deposit, activated a bonus, and placed a bet to block real funds while continuing to play with bonus money.

- The player then repeatedly cancelled and re-blocked the bet.

- Finally, the player attempted to withdraw these funds, which falls under the "delayed round" mechanic and constitutes a violation of our Terms and Conditions.

We have attached the supporting screenshots in the email you provided for reference.

Please let us know if you need any further clarification.

Best regards,

NewLucky Casino Team.

Thank you for your response and the provided evidence, NewLucky Casino Team.

Dear Arina,

Following a thorough examination of the information and evidence provided by the casino team, it has been concluded that your gameplay involved the delayed rounds technique which is not permitted as mentioned above.

Unfortunately, after gathering all the necessary information and evidence we are forced to reject this complaint. We strongly recommend that you carefully review the bonus terms and conditions before activating any bonuses to ensure full compliance with the rules and avoid future disappointments.

We are sorry we could not be of more help on this occasion. I would be grateful if you could share the outcome of your complaint submitted to the Curaçao Gaming Control Board (GCB). This information could be beneficial for us in addressing any similar issues in the future. Please forward me their decision to michal.k@casino.guru

Should you encounter any issues with this or any other casino in the future, please feel free to reach out to us, and we will try our best to help.

Best regards,

Michal

Casino Guru