Lex Casino - Player's withdrawals are delayed.

Dear Sir or Madam,

I am hereby submitting a formal complaint regarding outstanding withdrawals and deposits that have not been credited to my casino account.

The total outstanding amount currently equals €8,247

For approximately the past 2–3 weeks, LEX CASINO has continuously referred to alleged "technical issues." At the same time, email support has apparently been disabled, leaving the live chat as the only available communication channel. Despite multiple contact attempts and repeated follow-ups, I have not received any proper resolution, clarification, or binding timeframe for the processing of my funds.

Furthermore, as requested by the support team, I have already provided all required documents and bank statements to verify the affected transactions. However, to this day I have received no meaningful response or update regarding the status of my case.If necessary i can provide everything per Screenshot which is documented - find also attached..

Officially Bank Statements were also provided from my side.

I hereby formally request that you:

Help to Process and release all outstanding withdrawals and missing deposits

Provide from LEX Casino a written explanation regarding the alleged technical issues

I expect your immediate attention and prompt resolution of this matter - iam not able to create a complaint online cause i do not find the "LEX CASINO" in your drop down menu.

Yours faithfully,

[redacted]

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 SWAL,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem regarding the outstanding withdrawals and deposits with LEX CASINO.

In order to better understand your situation and assist you effectively, please provide us with further details by answering the following questions:

• Is your account fully verified?
• What specific dates and amounts were the withdrawals and deposits made that are currently outstanding?
• Please provide a screenshot of the communication when the casino referred to the holdup of withdrawals as "technical issues."
• Please post a screenshot of your withdrawal history.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Jean

Ich möchte ausdrücklich festhalten, dass mein Spielerkonto zum Zeitpunkt des Auftretens der Probleme vollständig und zu 100 % verifiziert war. Sämtliche erforderlichen Verifizierungsunterlagen wurden bereits zuvor erfolgreich geprüft und akzeptiert.

Die fehlende Auszahlung wurde seitens LEX Casino zunächst zweimal intern storniert, bevor sie anschließend offiziell – wie auf den beigefügten Screenshots ersichtlich – als „durchgeführt" angezeigt wurde. Tatsächlich ist die Transaktion jedoch niemals auf meinem Bankkonto eingegangen.

Daraufhin wurde sogar eine RRN-Nummern-Prüfung durchgeführt. Die entsprechende Rückmeldung meiner Bank habe ich vollständig an LEX Casino weitergeleitet. Zusätzlich habe ich alle angeforderten Kontoauszüge zur Überprüfung der Transaktionen übermittelt.

Den ersten Kontoauszug für den Zeitraum April habe ich am 08.05. übermittelt. Den zweiten Kontoauszug für den Zeitraum Mai habe ich am 26.05. gesendet.

Bereits am 22.05. habe ich außerdem schriftlich darauf hingewiesen, dass mehrere Einzahlungen zwar von meinem Bankkonto abgebucht wurden, jedoch nie auf meinem Online-Casino-Konto gutgeschrieben wurden.

Seit der Übermittlung der angeforderten Kontoauszüge habe ich weder über den E-Mail-Support noch über den Live-Chat irgendeine Rückmeldung oder Bearbeitung meines Problems erhalten

Anbei nun auch wie gewünscht alle vorhandenen Screenshots und Rückmeldungen

Hier die weiteren Informationen als Bestätigung per Screenshot

seit 20.05 gibt es von Lex Casino keine Rückmeldung mehr per email oder Support zu den Problemen.

jetzt habe ich alles gesendet und sogar meine Auszüge und jetzt keine Antworten mehr und ich bleibe auf dem Verlust sitzen weil meine Bank hier nicht weiter eingreifen kann

falls gewünscht auch noch sogar die Rückmeldungen der Bank welche ebenfalls an Lex übermittelt wurden per email - ich habe mehrmals um Stellungnahme gebeten

Dear SWAL,

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,

Jean

Dear SWAL,

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.

Also man sieht wenn auch da auch keiner meldet wie seriös das ganze ist!

und jetzt bleibe ich auf dem Schaden sitzen oder wie ?

Dear all,

I'm actively trying to reach the casino representative outside of this complaint thread in order to obtain their response.

Since the casino has responded to all the complaints in the past, there is a significant chance they will participate in this case as well. Therefore, I will reset the timer one final time and allow them additional time to reply. Thank you for your understanding.

Dear SWAL,

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 Lex Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Hello dear player and Guru team!

We are already looking into this case internally and expect to have it resolved shortly. We will provide an update as soon as possible.

Thank you for your patience.

Seitens Support wurde mir folgendes mitgeteilt!

dies wurde auch schriftlich umgehend gemacht jedoch bis jetzt ohne Rückmeldung und die 14 Tage sind ebenfalls bereits vergangen.

also für mich sieht das aussichtslos aus wenn sich über Casino Guru das ganze nicht zum besseren entwickelt