UPDATE to my previous complaint: The case is still NOT resolved. After more than 100 emails and 7 days since escalation, there has been no decision, payout, or real progress. I continue to r... See more
Company replied
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See what reviewers are saying
I am waiting for a withdrawal. First time cancelled because there was spaces in the IBAN. So requested it again this time everything filled in correct. Request date 30-1. I Will keep giving... See more
Company replied
Payments doesn’t get credited, but its off my bank account. Contacted customer service, told me 3-7 business days i will receive it back on my bank account. Day 8 today, still nothing. Now i gotta wai... See more
Company replied
Helpful customer service and easy-to-use interface. I am currently waiting for my first withdrawal to go through. They said the process takes up to two bank-days. I made the withdrawal today (Sa... See more
Company replied
Company details
Written by the company
NewLucky Casino – your ultimate destination for the best promotions in the world of online entertainment! Our platform is designed exclusively for those seeking unparalleled bonuses and excitement. Here's what sets us apart: 🎁 Exclusive Bonuses: Unlock special rewards and bonuses reserved only for our subscribers. Enjoy surprises that elevate your gaming experience to new heights. 💎 Free Spins: Access promo codes for free spins, giving you more chances to win big on your favorite slots. 📨 24/7 Support: Have questions or need assistance? Our dedicated support team is here for you around the clock. Reach out to us anytime at support@newlucky.com. Are you ready for a fantastic online gaming experience? Look no further than NewLucky Casino. Step into a gaming world that sets itself apart from the rest.
Contact info
Curaçao
- newlucky.com
Breach of guidelines
Very slow witdrawal
Very slow witdrawal, first I had to wait 2 weeks for verification then and now waiting more then a week for my money. Customer service not helping, they only say I need to have patience.
18 October 2024
Unprompted review
Reply from Newlucky
Dear Heeman,
Thank you for sharing your experience, and we truly apologize for the delays you have encountered with both verification and withdrawal.
Your frustration is understandable, and your case is being prioritized to ensure a swift resolution. We regret that customer service has not been more helpful, and we assure you that every effort is being made to expedite your withdrawal.
Please don't hesitate to reach out if you need further updates.
Best regards,
New Lucky Casino team
Stoled my time stoled my money waiting…
Stoled my time stoled my money waiting 3 days for answers they just ignoring you like a dog before deposit they will treat you like a king typical scammers where is police is anyone now can create casino website and scamm people steal their money and ignore all world? No laws for this dogs exists? I want to see this mfkers in Jail!
13 October 2024
Unprompted review
Reply from Newlucky
Dear Neon,
Thank you for bringing your concerns to our attention. I truly regret the frustration and anger this situation has caused you, and I apologize for the lack of timely responses. Your experience does not reflect the level of service we strive to provide.
Your case is being investigated with urgency, and we are committed to resolving the issue as swiftly as possible. Your feedback is essential, and we will ensure that your concerns are properly addressed.
Please reach out for any further updates or assistance.
Best regards,
New Lucky Casino team
Dont go to here
Dont go to here, i only deposit once and i already know this is a scam casino.
First i had to wait 24 hours before my deposit arrived, when i could finaly play i won a little and wanted to cash out but even without a bonus u have to play a wager of 30x your deposit.
After i played the wager i wanted to withdraw the remaining and there is also a fee of 25% .
Dont go to this casino they are rigged and dont want u to win nothing.
8 October 2024
Unprompted review
Reply from Newlucky
Dear West zuid,
We understand your frustration, and we’d like to clarify a few things. Deposits are processed automatically, but the time it takes to appear in your account can depend on your payment provider. Regarding the wagering requirement, we only apply a 3x wager on deposits, while larger wagering requirements are only applied if a bonus is activated with the deposit.
Please feel free to contact our support team for any further assistance. We're here to help and want to ensure you have a smooth experience.
Best regards,
NewLucky Casino Team
SCAMMERS AND THIEVES BASED IN CYPRUS
this is a scamming site I made a withdrawal a week ago and they won’t pay me they want me to play and I think the positive reviews are from the staff I’ll keep you guys posted if anything changes
I strongly advise people not to play at this site it’s a scam you can’t withdraw your money and the good reviews are from the staff they are just ordinary thieves who take your money.
They are scammers out of Cyprus run by criminals they will never let you take out your money believe me the positive reviews come from the scammers and thieves
4 October 2024
Unprompted review
Reply from Newlucky
Dear Yassir,
We’re sorry to hear about your concerns and experience with the withdrawal process. Our goal is to ensure that all players have a smooth and transparent experience, and we assure you that all reviews are from real customers. Delays with withdrawals can happen due to verification processes or other necessary checks.
Please reach out to our support team directly, and we will prioritize your case to resolve the issue as soon as possible. Your trust is important to us, and we appreciate your patience while we address this matter.
Best regards,
NewLucky Casino Team
Helpful and friendly
28 September 2024
Unprompted review
Reply from Newlucky
Dear O. de Jager,
Thank you for your kind words! We are thrilled to hear that you found our service helpful and friendly. Your positive feedback motivates us to continue providing the best experience for our players.
If you have any further comments or need assistance, please feel free to reach out to us.
Best regards,
New Lucky Casino team
Absolute scammers
Absolute scammers, a deposit is made in a second. However they won’t let you cash out. You need to do KYC, it doesn’t work and support tells you day after day to wait. Not ok. And my bets got removed DURING multiple winning blackjack rounds “due to servers problems” I really hope no one falls trap to this ever again. Do not play there!
26 September 2024
Unprompted review
Reply from Newlucky
Dear Frank,
Thank you for sharing your feedback, and it is truly unfortunate to hear about the difficulties you experienced. Your concerns regarding the KYC process and gameplay issues are taken very seriously.
The KYC verification is an essential step to ensure compliance with regulations and maintain a secure gaming environment. It is acknowledged that the process should be efficient, and delays are not acceptable. The feedback about support responses will be reviewed to ensure that such situations are handled more effectively in the future. The issue you encountered with your bets being removed during winning blackjack rounds is also concerning, and this matter will be investigated thoroughly to ensure fairness for all players.
Your experience is important, and every effort will be made to address the issues raised. If there are any further questions or if you require additional assistance, please feel free to contact the support team.
Best regards,
New Lucky Casino team
Reply from Newlucky
Dear Hoihou,
Thank you for sharing your feedback. It is regrettable to hear that your experience with the cashout process has not met your expectations.
Ensuring a smooth and efficient withdrawal process is a priority, and any delays or issues you have encountered will be reviewed. The aim is to provide a transparent and fair system for all players, and steps are constantly taken to improve and address concerns related to cashout times.
Your feedback is valuable, and every effort will be made to enhance the experience. Should you have any further questions or require assistance, please feel free to reach out to the support team.
Best regards,
New Lucky Casino team
Scammers
Scammers, when you want to make a withdrawal you have to wait 24 hours after your last deposit before you can even apply for a withdrawal. Spend your money in a better casino where in 99% of the cases your withdrawal request will be processed with no boundaries. We all know that its hard for gamblers to keep off your balance for 24 hours and then hope your withdrawal gets approved.
25 September 2024
Unprompted review
Reply from Newlucky
Dear Hosseen,
Thank you for sharing your feedback. It is unfortunate to hear about your frustration with the withdrawal process, and your concerns are taken seriously.
The requirement to wait 24 hours after a deposit before initiating a withdrawal is in place to comply with security and regulatory standards, ensuring that all transactions are legitimate and secure. While it is understood that this may feel inconvenient, such measures are intended to protect players and maintain the integrity of the gaming environment. The goal is to process withdrawals as efficiently as possible once these checks are completed.
Your feedback about the waiting period is appreciated, and it will be considered as part of ongoing efforts to improve the experience for all players. If there are any further questions or if assistance is needed, please do not hesitate to reach out to the support team.
Best regards,
New Lucky Casino team
A very bad company
A very bad company. No help, my money is away. And the do no offer to remake the fold.
25 September 2024
Unprompted review
Reply from Newlucky
Dear Ruben,
Thank you for sharing your feedback, and it is truly regrettable to hear about the experience you have had. The concerns raised about the lack of assistance and the issues with your funds are taken very seriously.
Every effort is made to provide support and ensure that players' concerns are addressed promptly. If there has been a misunderstanding or an issue with your funds, it will be thoroughly investigated to ensure a fair resolution. The goal is always to maintain a transparent and trustworthy environment where players feel supported.
The support team is available to help clarify any issues and work toward a satisfactory solution. Please feel free to reach out, and every effort will be made to resolve this matter.
Best regards,
New Lucky Casino team
Thanks to trustpilot i know that…
Thanks to trustpilot i know that Newlucky is fake casino.
15 September 2024
Unprompted review
Reply from Newlucky
Dear Customer,
We’re sorry to hear that you feel this way about your experience with us. We assure you that New Lucky operates with integrity and transparency, and we are fully licensed to provide gaming services. If you’ve encountered any issues or concerns, please contact our support team directly so we can address them promptly and work towards a resolution.
Best regards,
New Lucky Casino Team
No winnings !
11 September 2024
Unprompted review
Reply from Newlucky
Dear Iris ruijgrok van der werven,
Thank you for sharing your feedback. It is always important for us to hear about the experiences of our players, and we are sorry to learn that your experience has been disappointing.
All games on the platform are powered by certified Random Number Generators (RNGs), ensuring fairness for every player. It is understood that losing streaks can be frustrating, but game outcomes are entirely random, and no results are predetermined. Each spin or bet is an independent event, and it is always possible for luck to change with continued play.
If you have any concerns or questions regarding your account or gameplay, our customer support team is available to assist. Ensuring that all players feel supported and informed is a priority, and any inquiries you may have will be addressed promptly.
Thank you again for your feedback, and we hope to see your experience improve in the future.
Best regards,
New Lucky Casino team
Nice platform
11 September 2024
Unprompted review
Reply from Newlucky
Dear Therealgig,
Thank you for your positive review! It is always great to hear that players are enjoying their time on the platform.
A well-designed and user-friendly platform is a priority, and it is wonderful to know that it has made your experience enjoyable. The goal is to create a seamless environment where players can explore a wide range of games and services with ease.
If there is anything further you would like to share or any questions you may have, feel free to reach out. The team is always happy to assist and ensure your experience remains top-notch.
Best regards,
New Lucky Casino team
Don’t ever go to this site
Don’t ever go to this site! This website is a scam and customer services are not helping but they just playing games with you. When you deposit money it’s in seconds and when you want to withdrawal. You will never get your money. They won’t send you. It’s not a casino site.
It’s a scam and fraud site.
9 September 2024
Unprompted review
Reply from Newlucky
Dear Mustafa,
We are sorry to hear about your experience and appreciate you bringing this to our attention. At NewLucky Casino, we take all feedback seriously and strive to provide a fair and enjoyable gaming experience for all our players.
We understand your frustration regarding the withdrawal process. Our goal is to ensure that all transactions are processed securely and efficiently. Occasionally, delays can occur due to verification processes that are in place to protect both the players and the integrity of our platform.
We would like to investigate your case further to resolve any issues you have encountered. Please contact our customer support team directly at support@newlucky.com with your account details, and we will be able to help you with your request.
Your satisfaction is important to us, and we are committed to addressing your concerns. Thank you for your patience and understanding.
Best regards,
New Lucky Casino team
best online casino in ages
7 September 2024
Unprompted review
Reply from Newlucky
Dear Ernst,
We are delighted to hear that you consider our casino to be the best online casino of all time. We are committed to providing a top-notch gaming experience, and it is incredibly rewarding to know that you are enjoying it.
If you ever need anything or have any feedback, feel free to reach out. We are always here to ensure you have the best experience possible.
Best regards,
New Lucky Casino team
Good casino ,nice support
1 September 2024
Unprompted review
Reply from Newlucky
Dear Roberts Kupčs,
Thank you so much for your wonderful feedback!
It is great to hear that you are enjoying your time at the casino. Knowing that players are having a great experience is truly rewarding.
In case you would like to share anything or if you have any questions, please feel free to reach out. Your feedback is always appreciated, and the goal is to keep providing a top-notch experience.s.
Best regards,
New Lucky Casino team
This is a scammer site
This is a scammer site, i just opened an account yesterday, I deposit €100 and made €2000.
First problem was withdrawal failing, after contacting support, my account got blocked and i cant log in.
This is no coincidence. And as you can see you, they react here quicker then on my emails??
I want my money back, otherwise i will contact the authorities!
The data controller of this Website is Luckywayz Limited B.V., a company incorporated in Curaçao at Zuikertuintjeweg Z/N (Zuikertuin Tower), Curacao. Contact details: support @ newlucky. com
Information about the data processor
The data processor of this Website is SUM AND SUBSTANCE LTD incorporated and registered in England with company number 09688671, whose registered office is at 80 Wood Ln, Central Working White City, London, United Kingdom, W12 0BZ Contact details: js @ sumsub . com
Information about the Data Protection Officer
The Data Protection Officer is: Luckywayz Limited B.V., a company incorporated in Curaçao at Zuikertuintjeweg Z/N (Zuikertuin Tower), Curacao, dpo @ newlucky. com. Any authorized person or regulatory body may, at any time, contact Data Protection Officer directly with any request related to data protection.
This is their information and where they are based from. Im going to UK and Curacao for holiday but now i am going too find out what is happening with this criminal company!
31 August 2024
Unprompted review
Reply from Newlucky
Dear Ishfahany,
Thank you for sharing your concerns. We understand how frustrating this situation must have been, and we sincerely apologize for the inconvenience.
We are pleased to inform you that your issue has been resolved and your account has been unblocked. You should now have full access to your account and funds. If you continue to experience any issues, please don't hesitate to reach out to our support team directly.
Your satisfaction is important to us, and we appreciate your patience as we worked to resolve this matter.
Best regards,
New Lucky Casino Team
DO NOT PLAY HERE
DO NOT PLAY HERE
These casino is a fraud a scam these casino fixes his slots online with software manipulate it to win as much as the can the so called RNG lol 96%RTP on efry single game is all a trick you fall for efry time 8 times i deposited and not one time i came higher than my €50 euros deposit on a €0.30 cent spin i mean you promised free spins wirh 100% bonus yet noting at all so you play and dont even have one just one single chance to win a bonus free spin yet its based on RNG and wen you new right here these is what the always say but noting chance
We are sorry to hear about your experience. We take such matters seriously and are committed to resolving them. Please contact our customer support team at supportAtnewlucky.com, and we will investigate your case thoroughly to find a solution.
Best Regards, NewLucky Casino Team.
These the always say standerd text
24 August 2024
Unprompted review
Reply from Newlucky
Dear Pedro Uuldersma,
Thank you for sharing your feedback. We are sorry to hear about your experience. Your concerns are taken very seriously, and it is important to address them to ensure fair play and transparency.
All games on the platform operate with a Random Number Generator (RNG) to ensure fairness and randomness. The RTP rates are independently tested and verified to reflect the actual gameplay experience over time. It is understood that losing streaks can be frustrating, and while no outcomes can be guaranteed, every effort is made to provide a fair gaming environment for all players.
The issue regarding the free spins and bonuses you mentioned will be looked into further. If there has been any misunderstanding or error, the aim is to resolve it as quickly as possible. Please reach out to the customer support team at support@newlucky.com, and they will assist you in reviewing your case thoroughly.
Your feedback is valuable, and steps will be taken to ensure that your concerns are addressed. Thank you for bringing this to attention, and the goal is to improve your experience moving forward.
Best regards,
New Lucky Casino team
I wait about a week gor 22 euro
29 August 2024
Unprompted review
Reply from Newlucky
Dear Jennifer jennekens,
We apologize for the delay you have experienced in receiving your €22. Our team is committed to ensuring that all transactions are processed as quickly and efficiently as possible. Please reach out to our support team at support@newlucky.com, and we will be more than happy to assist you in resolving this issue promptly.
Best Regards, NewLucky Casino Team.
Great site great bonus
28 August 2024
Unprompted review
Reply from Newlucky
Dear Kristien,
Thank you for your fantastic review!
We're thrilled to hear that you are enjoying our site and the bonuses we offer. Your positive feedback means a lot to us, and we are committed to providing the best experience possible.
If you ever need any assistance or have questions, feel free to reach out to our support team at support@newlucky.com.
Best Regards, NewLucky Casino Team.
Standard answer, initial deposit didnt show history
26/08 Made a 20 euro deposit to see if this history will update now... And it did.. so the initial deposit I made a big win on didnt occur but this one does isntantly..so I pressed withdraw button now.. lets see how long it takes. :) adjust stars to 3/5
26/08: My response on their response. Day in dat out the same message..
"As we can see, your request has been already transferred to our responsible department and is being processed now, please be so kind to wait for a while. As soon as we have any updates, we will contact you via email."
This is now 80 hours ago since my initial email... Feels like scam to me.
25/08: Deposited money as new player. Smooth and fast. Got some very cool winnings. Completed full KYC and tried to withdraw.. then the delay starts.
The deposit is not showing in my history. i.o I cant withdraw and get the message "Your payment is being processed, you will be able to initiate a withdraw as soon as we receive your previous into our account - this will happen very soon".....
I dmed support by email and chat multiple times, they keep giving standard answers but theres no solution. Someone said 24 hours (its now 72 hours+) and someone else keeps saying it has ben forwarded.
This is really bad and I lost hope on getting my money... i would like to see an immediate fix and this review can go up in stars... Casenumber is LJWLF7.
23 August 2024
Unprompted review
Reply from Newlucky
Dear Dennis,
We sincerely apologize for the delays and frustration you have experienced with your withdrawal process. We understand how important timely access to your funds is. Rest assured, we are committed to resolving this issue as quickly as possible. Please reach out to our support team at support@newlucky.com with your case number LJWLF7, and we will prioritize your request to ensure a swift resolution.
Thank you for your patience, and we appreciate the opportunity to improve your experience.
Best Regards, NewLucky Casino Team
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