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Signed Up To Lucky Cow, Deposited A Few Times, Then I Won £1000 And Went To Withdraw, Countless Emails And Still Not Received My Winnings!!

Dear nicky84h,

Thank you very much for submitting this complaint. I'm sorry to hear about your issue.

Could you please confirm if you passed the KYC verification?

Could you please specify when exactly you submitted your withdrawal request?

Have you accumulated your winnings with or without an active bonus?

When was the last time you communicated with customer support and what was it about?

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

Best regards

Veronika

Dear nicky84h,

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.

Yes my account was verified, I requested my winnings 2 weeks ago and still nothing, there was no bonus involved in my winnings.

Thank you very much, nicky84h, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.

Hi nicky84h, 

I've reviewed your case and am sorry that you came across such a problem with the withdrawal of your funds. I'll try my best to help you with the issue by contacting the casino and we'll see what can be done when they reply.

Dear Lucky Cow Bingo Casino, I'd like to ask you to join this conversation and share more information regarding the case. Can you please specify if the player's withdrawal request has already been processed from your side? If not, what is the reason for a delay and when can the player expect it to be done?

I hope that you can assist in this matter. If you have any supporting evidence, please send it to my email address natalia.b@casino.guru.

Looking forward to hearing from you!

Best regards,

Natalia

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 nicky84h, I managed to contact the casino representative and they recommended to contact their customer service and submit a complaint to them via complaints@jumpmangaming.com  I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the eCOGRA – an alternative dispute resolution service (http://www.ecogra.org/ata/dispute.php) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia