I made a deposit on Bilucky Casino, completed the required verification steps, and began playing. After building up a balance, I requested a withdrawal. Since then, the casino has repeatedly refused to process my withdrawal and has provided inconsistent and unclear excuses.

The primary reason now being given is that my bank details are incorrect. I have thoroughly checked the information I submitted, and I am certain it is accurate. These same bank details have been used successfully with other platforms without issue.

During a live chat with the casino’s support team, I was told that phone number verification was not required. However, the topic was later mentioned again in a vague way, which added to the confusion. Each attempt to seek clarity has resulted in a different response, with no consistent explanation or resolution.

At this point, I believe the casino is deliberately stalling or avoiding payment of my winnings, despite the fact that I have complied with all of their verification requirements and have acted fully within their terms and conditions.

I have saved all relevant emails, screenshots, and chat transcripts which clearly show the casino’s responses and my submitted information. These will be attached to this complaint as supporting evidence.

Dear joshua28015,

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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Hi there, I appreciate waiting 14 days, however I think there's a misunderstanding, they are rejecting it at there end - the casino end (and returning the requested withdrawal amount back into casino funds). If you see the attached transaction history from my account, you can see the attempts to withdraw and they have rejected every single one. They give no clear reason as to why and the reason changes from, "details incorrect" or "payment cancelled by user" they are generic replies I believe.

The current pending withdrawal transaction is me trying again today, and I guarantee (I will follow this up in the with a reply) that it will be declined with in the next few hours for another no reason what so ever.

If they just give me a clear and valid reason for the withdrawal rejection, I can sort it out or provide what they need, but so far I'm fully Validated and I have passed all the KYC Checks so there's no reason for them to reject.

As I thought guys, they have rejected the payment without any valid reason here’s attached evidence

Thank you for the clarification.

Could you please send me a screenshot of the payment methods you see in your profile available for deposits and withdrawals?

Have you tried selecting a different payment method for the withdrawal of your winnings?

Have you verified all the payment methods used for depositing and withdrawing at this casino?

Have you made any successful withdrawals from this casino before?

Hello there, I have attached the screenshot of the available deposit and withdrawal options available.

Also yes i have tried to withdraw using various different payment methods, the attempts are shown in my transaction history (attached further up this post). I tried all of the banking options using my correct details (same bank that the deposits where used with and accepted, in fact) and even tried to withdraw using the crypto option. but they then rejected the withdrawal and responded with "alternative method required".

Since opening the account I have not managed to get any of my winnings, that's why I haven't deposited anymore than my initial ￡150 deposit. They just keeping giving different reasons.

Please let me know if you need anymore information from me.

Thanks

Josh.