Lex Casino - Player’s withdrawal has been delayed.

On June 10th, I submitted a €600 withdrawal request. My account is fully verified. In my LEX casino account, the transaction status changed to "Completed," but the funds still haven't arrived. LEX support is delaying the payout process. When I mentioned in chat that I would be forced to file a complaint with the regulator and open a public ticket on independent platforms, the support manager directly threatened to block my account for such statements. I have screenshots of all the correspondence with the threats and the payout status. Official complaint to the Curacao regulator ( complaints@curacao-egaming.com ) has already been sent today, June 19, a copy has also been sent to support the casino ( help-lex@support.win I demand that the LEX administration stop withholding my money, stop threatening to block my account, and immediately pay €600. I am attaching a screenshot of the payment with the "Completed" status and screenshots of the chat with the manager's threats to my complaint. Sender's login: mrppanda.98@gmail.com (Name: Valery Maslau).

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Dear MrPanda,

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

I am providing an update and fresh evidence regarding my €600 withdrawal from LEX Casino.

On Monday, June 22, at 16:06, the casino's support team requested my bank details. I provided my full PKO Bank Polski details (IBAN, card number, and holder name) 10 minutes later, at 16:16.

Today is Wednesday, June 24. I have generated a new official bank statement (PDF) after 15:20. The second daily banking session in Poland has concluded, and the funds have not been credited to my account.

A previous withdrawal of €100 from this operator was successfully processed to my bank card on June 10. This proves my account is in good standing and normally accepts payments.

The 14-day regulatory deadline has expired. The operator has had my bank details for 48 hours. I request the Casino Guru team to review this fresh evidence and proceed with the complaint investigation.

Dear MrPanda,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Subject: UPDATE: LEX Casino — 600 EUR Not Received

Statement of Facts:

1. Current Status: As of Friday after 18:00 (Warsaw time), the withdrawal request of 600 EUR is marked as "Completed/Blik" inside the casino account.

2. Account Balance: My official PKO Bank Polski account balance remains unchanged, containing only my personal funds. All Polish banking sessions for this week are now closed. No transfer of 600 EUR has been received.

3. Timeline: The requested IBAN details were fully provided on Monday. The manual backup transfer has not been processed, and there has been no feedback regarding the provided details.

4. Evidence: Official bank statements confirming the missing funds have been forwarded to Curacao eGaming, along with proof of successful past withdrawals to the same account.

Request to Mediator: Please update the complaint status and request the casino representatives to provide an official transaction receipt or ARN code, as I am unable to obtain this data through their internal customer support.

Dear MrPanda, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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.

Karla

Hello, Carla! Thank you for taking my complaint into consideration. I'll answer your questions in order:

1. Successful withdrawals: Yes, on June 10th, the casino successfully transferred a test payment of 100 EUR to my bank card. However, on the same day, a second transaction of 600 EUR via the BLIK system was debited from my account, blocked for cancellation, and given the fake status "Completed" within the casino. The funds never reached my bank account.

2. KYC Verification: Yes, I have completed full account verification. My profile is fully verified, and the card to which the 100 EUR was transferred on June 10th has also been approved by the finance department.

3. Bonus: No, the winnings and balance were received entirely without using any bonuses. These are pure funds from my personal deposits.

4. Type of game: I played exclusively in the casino (slots), I did not bet on sports.

5. Correspondence history: I have been on complete radio silence with the casino's support team since June 19th, as they were deliberately stalling. Furthermore, I have a screenshot where support operator Nina openly threatened to block my account if I complained to the regulator or to relevant websites. I am sending you this screenshot, along with bank statements confirming the successful withdrawal of 100 EUR and the stuck 600 EUR, to your email ( karla.m@casino.guru ).

Last week (June 22nd), the casino asked me for my card and IBAN for a manual transfer. I provided them with all the details, but the payment still hasn't been processed, and the casino is ignoring the situation. I hope you can help.

щь in a public resolution of this issue.

Last Monday they contacted me and I provided all the information

I've emailed you my full bank statement for today, in PDF format. It shows the successful deposit of 100 euros, but I still haven't seen the 600.

Dear Karla,

I want to show everyone the exact reality of how this casino "solves" an active dispute. 

For 3 weeks, they have been hiding behind the screen of "technical banking issues." Meanwhile, my processed withdrawal funds are frozen, and my current account balance shows 0 with no technical option to cancel the payment in the dashboard. I have strictly kept away from their website and have not logged into my account since Monday, waiting for my funds and fully adhering to self-control. 

But look at their compliance misconduct: their promotional team is constantly storming my email with aggressive gambling quests and direct one-click authorization tokens. This is a deliberate, cynical psychological pressure to force me to make new deposits and keep gambling while they hold my processed money.

I am attaching 5 fresh screenshots (including the latest one from tonight, July 3rd, at 00:15) with visible dates. This is ironclad proof of a severe violation of Responsible Gambling rules. This is serial misconduct and a direct breach of international compliance regulations.

Dear MrPanda,

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, Igor, (igor.p@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,

Karla Mayfly

Dear MrPanda,

My name is Igor and I will be assisting you with your case.

I am sorry to hear about your problem with the Lex Casino and I hope that together we will come to a successful resolution of your issue.

Now I would like to invite a Lex Casino representative to join this conversation and participate in resolving this complaint.

Dear Lex Casino,

Could you possibly provide additional information regarding the issue and clarify the situation?

I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance for providing the information.

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.

Dear MrPanda,

I have repeatedly tried to contact the Lex Casino but have had no success. Unfortunately, without cooperation from their side, there is little that can be achieved. I will mark the complaint as unresolved in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the casino's rating caused by unresolved complaints could help change their approach. If the casino decides to respond, we will reopen the complaint and notify you by email.

Unfortunately, since the Lex Casino is regulated by the Curaçao Gaming Authority (CGA) - also referred to as the Curaçao Gaming Control Board (GCB) - there is currently no formal process for handling individual player complaints. The CGA has publicly stated that it does not have the authority to mediate disputes or arbitrate between players and operators, and therefore cannot order compensation or provide binding resolutions.

However, the CGA has also acknowledged that player complaints are valuable in identifying potential breaches of licensing obligations. They are actively working on implementing measures to address such matters more effectively in the future. For this reason, it is still worth submitting your complaint through their official contact form or by sending an email to their address at complaints@cga.cw.

Please make sure to include the name of the casino’s operator in your submission, as omitting this information may result in the complaint being disregarded.

You can find further guidance on submitting complaints to regulators on this link.

I'm truly sorry I couldn't offer a more favorable resolution in this case.

Best regards,

Igor

We’ve reopened this complaint at the request of MrPanda. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

The player requested the reopening of this case with the following message:

Здравствуйте , средства вернули на баланс , а затем успешно вывели на карту. Вопросов больше не имею)

Hello, the funds were returned to my balance and then successfully withdrawn to my card. I have no further questions.

Dear MrPanda,

We're happy to hear that your issue has been resolved, and we'll mark the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation. We hope that the suggestions and explanations we provided were helpful in navigating the issue. If you encounter any further difficulties with this or any other casino in the future, please don’t hesitate to contact our Complaint Resolution Center. We're always here to assist.

As you know, we do not charge for our services, nor do we accept any gratuities. However, if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru, it would be much appreciated. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also be helpful to others who are considering reaching out to us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Igor P