LuckyHour Casino - Spelaren har försenat uttag från casinot.

I have a fully verified account at LuckyHour Casino (Luckyhour.com), operated by Altacore N.V. My KYC is complete and I have no active bonuses or wagering requirements on my balance.

In November 2025 I built my balance up significantly and started requesting withdrawals, but the casino is making it very difficult to cash out, despite what is written in their own Terms and Conditions.

Timeline (all amounts in EUR):

7 Nov – First €1,000 withdrawal finally paid after a long pending period.

14 Nov – Two further withdrawals of €1,000 each requested.

19 Nov – Another €1,000 withdrawal requested.

Since then – They only occasionally release a single €1,000 withdrawal while leaving older withdrawals pending and not giving clear reasons.

Right now I have:

3 pending withdrawals of €1,000 each (total €3,000), and

A playable balance of around €17,000.

Their T&Cs state that:

Withdrawals should be processed within three banking days (6.6).

Maximum withdrawals are €5,000 per day, €10,000 per week and €30,000 per month (6.11).

Only winnings above €20,000 can be paid in monthly instalments (6.14).

My total winnings are at €20,000, yet they are effectively limiting me to €1,000 chunks, leaving them pending well beyond three banking days, and keeping the account open for further play instead of paying out.

I submitted a formal complaint to LuckyHour in line with their complaints process (section 13) and gave them 48 hours to respond. I have received no real reply, only automated emails when a single €1,000 withdrawal is eventually processed.

I am asking Casino Guru to help get:

• All current pending withdrawals paid, and
• A clear, fair schedule to withdraw the remaining balance according to their own stated limits and timeframes.

I can provide screenshots of my balance, pending withdrawals, verification status and all email communication.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear RhysA, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with LuckyHour Casino. Please allow me to ask you a few questions, so I can understand the whole situation completely.  

• How long have you been a player at this casino, please?
• Could you please forward all communications you have had with this casino to katarina.d@casino.guru. This includes emails, live chat transcripts, and any accompanying screenshots.

Kindly notify me here in the thread once the email has been sent.

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, 

Katarina

Hi Katerina,

I have sent you the information you requested via your email address "Fwd:RhysH - LuckyHour casino complaint".

thanks for your help.

Rhys

Dear RhysA,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Jana (jana.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Katarina

My name is Jana, and I will be assisting you in solving this case. I am sorry for the situation you found yourself in.

I will now contact LuckyHour Casino outside this complaint thread and let you know any new information once I receive it.

Update – large confirmed win (~€103k) and provider verification

Since opening this complaint, two important things have happened:

On 29 November 2025 I hit a large win on the slot Uncrossable Road Xmas. Including this, my LuckyHour balance increased to €103,025.78. My account is fully KYC-verified and there are no active bonuses or wagering requirements on these funds.

LuckyHour then emailed me to say my gaming session had been sent to the game provider (Evoplay) for an additional check and my account was temporarily blocked. After about a week, they sent a further email confirming that Evoplay had completed the check, found no irregularities, and confirmed the legitimacy of the reviewed game rounds. LuckyHour also confirmed that:

My account has been unblocked

No adjustments were made to my balance during the review

My full balance is available

I have now stopped all wagering on the account and will not place any further bets. I am only using the account for withdrawal requests.

The issue now is purely about the payout timing and structure, not the validity of the win:

Historically, LuckyHour has only been releasing €1,000 at a time with long delays and no written schedule, even when my balance was much lower.

Their own Terms and Conditions state:

Max withdrawals of €5,000 per day, €10,000 per week and €30,000 per month (clause 6.11)

For wins over €20,000, payouts may be divided into monthly instalments of up to €20,000 (clause 6.14)

Given my confirmed balance of around €102,000, a reasonable and contract-consistent payout plan would be up to €20,000 per month over five months (or faster), starting immediately.

I have emailed LuckyHour’s VIP/finance team asking for:

A clear written payout schedule in line with clauses 6.11 and 6.14

Confirmation of the concrete withdrawal limits applied to my account

Confirmation that no further checks or holds are pending

I am waiting for their response.

I would be grateful if Casino Guru could:

Take into account that the game provider has confirmed the win as legitimate and the balance as correct, and

Help ensure LuckyHour pays the full balance out according to a clear, reasonable schedule in line with their own Terms and Conditions, rather than continuing with very small, irregular payments and no plan.

I can provide:

The provider-check email where LuckyHour confirms Evoplay found no irregularities

Chat transcripts confirming the balance and win

Screenshots of my current balance, pending withdrawals and the winning game rounds

Copies of my emails to LuckyHour support and VIP/finance.

Dear RhysA,

Thank you for the update. Please send all the screenshots to jana.k@casino.guru and let me know once you have done so.

Hi Jan, I have sent you the screenshots. Please let me know if you require anything else.

thanks!

Нello, Casino Guru!

Thank you for reaching out and for highlighting the current situation involving a player from Sweden.

We sincerely apologize for the inconvenience caused and have already initiated an internal review of this case.

We will clarify all details regarding the withdrawal delays and get back to you with an official update on Monday.

From our side, we will do everything possible to resolve the matter properly and in full compliance with the terms and conditions outlined in the T&Cs.

Thank you for your attention and cooperation.

Dear Casino Guru Team,

We would like to inform you that the player’s payout has been successfully processed. The issue has been resolved, and we sincerely apologize for any inconvenience caused.

We kindly ask you to inform the player accordingly.

Thank you for your assistance and cooperation.

Best regards,

Lucky Hour Team

Dear RhysA,

please keep us informed when you receive the funds from the casino.

Hi, I can confirm this is not true. I still have a balance of 58k euros remaining. 3 x 1k withdrawals are in pending state. They are still limiting my ability to withdraw the full amount by only having the ability withdraw 3k at a time.

they did release 3x 1k on Friday and 3 x1k on Monday but I still have a large balance remaining and no payout schedule has been provided.

Dear RhysA,

I suggest waiting for the funds to arrive in your bank account. If any issues arise, please do not hesitate to contact me.

Jana, I’m sending you screenshots of my account so that you have the necessary clarity as to what I’m saying.

there is 55k euros still in my available balance. 3k is pending. There is still no plan From LuckyHour as to how to withdraw the full amount.

Dear RhysA,

I understand that the casino will not pay the full amount at once. I was suggesting that you wait for at least a portion of the funds to arrive in your bank account. Please keep us informed of any new developments.

Dear RhysA,

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.

Hi, I’m still waiting for pending withdrawals and for my full balance to be paid out. Still, as mentioned on my last email - they are drip feeding 3k withdrawals a week - which would take me an extensive period of time to withdraw the full amount, but I was told by you to wait for a portion of funds to arrive. This doesn’t resolve the issue at hand.

Dear Casino Guru Team,

We would like to inform you that the player’s payout has been successfully processed. The issue has been resolved, and we sincerely apologize for any inconvenience caused.

We kindly ask you to inform the player accordingly.

Thank you for your assistance and cooperation.

Best regards GPS

Hi,

issue is still not resolved. I still have a large amount of balance to withdraw, and they are still drip feeding 3 x 1k withdrawals a week. It will take us months to withdraw the full balance if this continues.

I have sent you screenshots of recent pending withdrawals that were requested 3 days ago, and still they have not been released.

the intent from LuckyHour here is drip feed as much as possible with the hope that players play funds away while waiting.

what they are doing completely contradicts their terms of service.

issue still is not resolved, and should remain open until my full balance is received.

Dear RhysA,

thank you for your reply. What is the current pending balance?

Hi,

the pending balance is 26k EUR

thanks.

Dear LuckyHour Casino representative,

according to your terms and conditions, the weekly withdrawal limit is €10,000. We kindly ask you to proceed in accordance with your own terms and conditions and release the funds to the player accordingly.

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.

Good afternoon, Casino Guru,

The remaining balance of 17,000 is still on the player’s account. We are processing withdrawals regularly and in accordance with our limits and procedures.

Thank you for your understanding

Dear RhysA,

what is the current pending balance? Has there been any development since the last update?

they keep to the same method - they allow 3 x1,000.00 euro to be in pending state at any given time. It takes them 7 days to process the 3 x 1000 pending withdrawals. The balance is at 17k, so it’s going to take me another 5 weeks to get the full balance out. This complaint was lodged a month ago.

they have not increased the speed of the processing the withdrawals - they stick to every 7 days, not have they increased the withdrawals limit to 10k max as per their terms and conditions.

Dear LuckyHour Casino Representative,

According to your Terms and Conditions, the withdrawal limits are defined as follows:

6.11. The maximum withdrawal amount processed to a player is €5,000 (or the equivalent amount in the account currency) per day, €10,000 (or the equivalent amount in the account currency) per week, and €30,000 (or the equivalent amount in the account currency) per month, unless otherwise specified in the Terms & Conditions of a specific promotion. Exceptions may be granted to players with a higher VIP level, at the sole discretion of the casino.

As stated by the player above, these limits do not appear to be applied in accordance with your published Terms and Conditions. We kindly ask you to proceed with processing the withdrawals in line with your own stated withdrawal limits.

Thank you for your cooperation.

Hello Casino Guru team,

We would like to provide an update regarding the player's withdrawal.

Due to the specific processing limits of the payment method, the player is receiving 10,000 weekly, split into three installments. A payment of 3,000 was successfully processed on January 5th.

The player's remaining balance is 14,000, which will be paid out in full following this schedule. Thank you for your continued assistance.

Can we please ask for dates of the scheduled payments until the full balance have been cleared if so.

to date, they have only been releasing 3k per week.

if we can align on the schedule of payments - dates and amounts - and we can stick to the payment plan and meet the agreed payment schedule, this would be satisfactory.

Hi Jana,

I sent you a screenshot via email of the 3 x 1k pending withdrawals that have remained pending for 5 days, assuming they will be released on Monday. This means they are still restricting withdrawals to 3k euro every 7 days.

As per Luckyhours last response in the thread

 "Due to the specific processing limits of the payment method, the player is receiving 10,000 weekly, split into three installments. A payment of 3,000 was successfully processed on January 5th.

The player's remaining balance is 14,000, which will be paid out in full following this schedule. Thank you for your continued assistance." 

They have no upheld their statement. It is correct that they released 3 x 1k euro withdrawals on the 5th, to which I immediately requested 3 x 1k new withdrawals on the same day, but they have not released those funds to date.

. 

To ensure clarity on the balance - there is 14k left remaining in available balance, with 3k in pending state since the 5th Jan. So we are still trying to release 17k. 

This has been going on for nearly 2 months now. No change in withdrawal behavior, a continuous breach of their own terms, not upholding commitments made in the complaint thread, and false statements made by LuckyHour on the complaint matter.

Dear LuckyHour Casino Representative,

as you mentioned earlier, the funds were released from your side on January 5th. However, as of today, the player has still not received this payment.

Could you please clarify the reason for the delay and inform us when the next payment from your side is scheduled?

Thank you for your cooperation.

Hello Casino Guru team, all pending withdrawals for the player have been processed and paid. As of now, we have no active withdrawal requests on file.

Dear RhysA,

can you confirm that you have received all the remaining funds?

I still have 3 x 1k withdrawals pending (requested today) and 2k remaining balance to be withdrawn.

Dear RhysA,

thank you for the update. Please keep us informed of any new development.

Hi, all withdrawals processed. You can close the case. Thanks

Dear RhysA,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Jana

Casino.Guru