Multiple deposits have been made over the past 2 months and wins exceeding 2000.00. Request was made for withdrawal in the amount of 500.00 after all terms and conditions were met on 7/28/2023. This included minimum and play through amount. DuckyLuck representatives took 408 hours to verify my identity. I have communicated in a timely manner and all documentation was approved and verified on 8/17/2023. This can be confirmed by email correspondence with DuckyLuck. Case was elevated and pay out was approved. I have not received any further correspondence regarding the 500.00 I am owed through withdrawal. Their terms and conditions for payment far exceed times listed by casino. They have created multiple issues during verification process, which patiently I replied and submitted everything requested. They take money on deposits but do not honor withdrawals, even when it has been stated that all requirements have been met and processing is approved.

Dear chertx,

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. In your case, I'd say the 14-day period started on 17 August, when your account verification was completed.

Thank you in advance for your patience and understanding.  

Best regards, 

Veronika

Veronica,

I appreciate your support and timely response. Ducky Luck has not responded with timeframe after verification was approved. I will patiently wait until 8/31 - 14 days after the approval and statement funds were being processed.

Thank you

Dear chertx, please let me know if you received your winnings.

Dear chertx,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.