iLucki, Shambala Casino Support and Complaints Thread

Dear LCB Members,

We are official representatives of iLucki Casino on this forum.

Why you should choose ilUCKI Casino?

● A huge number of slot providers:
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and others, including more than 70 providers with 4200 games in total! And we are adding more game providers on regular basis.

● Multi-lingual interface (32 language localizations)
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● FAST WITHDRAWALS
● Great Welcome Package
● Reload offers available throughout the week
● Dedicated Customer Support

Feel free to ask us anything in this thread, our team will be glad to answer your questions within the next 24 hours. And please remember, if you are in a hurry, send a request directly to our Customer Support on support@ilucki.com or via a contact form on iLUCKI Casino website.

iLUCKI Casino Team

Updated 10 Nov 2021: Shambala Casino added to the LCB lists

Hello iLUCKI Casino Representative! 

Welcome to LCB forum! Thank you for being here to assist our lovely members! 

Hi iLUCKI! Welcome to LCB Forum 

Welcome to our forum. Hope you'll have a great time with us and our members. 

Hi iLUCKI, welcome to LCB forum! 

Welcome to LCB forum iLUCKI! 

Welcome to LCB forum iLUCKI Casino Representative! Thank you for being available to assist our members! 

Welcome to LCB iLUCKI! 

Welcome 

Thank you so much for the warmest welcome ever!

I tried to contact them but live chat is always unavailable,so sent email but nobody answer. I vote for them on some forum and they should add me 20 freespins. My username is my email here. 

Hi perobet, 

please be aware that we are a completely different forum from the one you are referring to. Please try contacting their support for further assistance. Thank you. 

OK, I just need aviabile support on ilucki. 

Dear @perobet,

Thank you for choosing iLUCKI Casino.

Your request has been received and processed by our Customer Support on the 15th of October. We had many requests regarding this bonus and we did our best to reply as fast as possible to our players' emails and chats.

Currently, we provide LiveChat support only partially during the day. Our main goal is to extend our Customer Support agents’ availability in chats. When chats are not available, you can always send us an email via support form at iLUCKI website or contact us directly at support@ilucki.com.

Have fun and enjoy your gaming experience at the iLUCKI Casino!

Please feel free to reach out to us if you require any additional assistance - we are ready to help any time.

Sincerely, 

iLUCKI Casino Team

Thank you, I managed to chat with support and he give me freespins. Maybe I'll play more there if you do that. If I had some problem during play I usually immediately contact support. 

I deposit yesterday with 50% bonus plus 100 freespins, + 40 freespins I'll receive in next 3 days(120 for 3 days).

I used bonus and my balance is 0 now, I expect 120 freespins in next days. But I need to wagger my bonus even is 0 now plus freespins.

For me this is not good and impossible to clear bonus on this way. I played in other Direx casinos but nobody have this rule. 

Hello dear @perobet,

We are glad you were able to use our exclusive promo we have sent via email! After checking, we can see that you have received your bonus in full.

As for the wagering requirement - this is a standard practice for casinos to apply this condition for bonuses. Therefore, our wagering requirements are pretty fair for such appealing bonuses that we offer.

Please, stay tuned for more of the exceptional promotions you are able to claim and feel free to contact us if you need any additional assistance!

Sincerely,
iLUCKI Casino Team

This casino has to be one of the best Thats for  sure.

Fast live chat , lots of freebies

Good software 

Always payout fast 1-3 days 

Never had any dramas :)

Hello everyoneIn General, I never advise anyone to play in this institution.They can't withdraw money to their partners, let alone to ordinary players.All the proofs I have in stock.After requesting a withdrawal, someone immediately logged into my account and put money on another payment system for withdrawal,but I managed to cancel it.I started writing to them, but they just stopped responding to my emails.This is how things are decided in the 21st century .Think just a few times before you carry your money there.

Hi Nervishe,

Could you please private message me your casino username so we can notify the casino rep and ask to look into your account? 

Hi Nervishe,

Thanks for sharing your account details with us. The casino rep has been notified. Please keep an eye on this topic. 

Hello my Dear Nervishe,

Hope you are safe and well.

Frankly speaking, I cannot understand why you are advising players not to play with us, as you are our partner/affiliate (not a player) and have issues with our affiliate program. I just want to explain you that we have very rare complaints from our players as well as from our affiliates. However, in case we have them, we try to solve everything in a fair and timmely manner.

Regarding your complaint...you were trying to withdraw 65 euros from your account for a long time, though every time all your requests were cancelled due to our rules

6.4. A minimum amount of €100 (one hundred euro) may be withdrawn from the Affiliate Wallet at one time.

which could be seen in our terms and condionts of affiliate program. 

I think you know about that as you received a few letters from us where we tried to explain you that we could not withdraw sum less than 100 euros. It is a common rule for many casinos so I was extremely surprised when I found your complaint. Please next time be more attentive and check rules of affiliate program where you will register in future.

As for me, from our side we are totally fair with you, however, in case you are planning to go to other sites and continue creating not fair complaints on my brand, feel free to contact me - tim.kepall@ilucki.com.

SIncerely yours,

Tim

I have submitted a withdrawal request with this casino but they seem to be dragging out verification. My address has changed since I joined. I am not able to update the address because that feature is disabled. After attempting to withdrawal winnings I submitted docs but my proof of address doc keeps getting rejected. Reason: “does not match account information”. I have written to inform them that my address needs to be updated but they are not responding to my emails and live chat? I’ve been waiting 30mins now but no response and yet they are continuing in rejecting my document and rereleasing my withdrawal into my balance.

Attached is the email I sent to them informing them. It is 5 hours later that the document is rejected again and my email going without a response.

Please assist 

Hi mead0wlea,

Could you please private message me your casino username? We'll notify the casino rep about your issue. 

Hi @MelissaN. Thank you for your assistance. Gladly, the issue has been resolved this morning. 

Thanks to Alexandra @iLuckiCasino for your assistance in the matter.

Awesome. Glad to hear that.