LoneStar Casino - Player’s withdrawal is delayed.

I requested a redemption from lonestar on may 14th for $4,366.00. This was my second redemption from this casino. The first redemption I had requested was for $145.00 and had no issues. I emailed customer service on May 26th to ask about how the redemption process was going and they responded right away and said I needed a signed w-9 form. I submitted the documents and they confirmed that they got them. I emailed customer service again on June 6th to ask again how the redemption process was going. They responded that they didn't need any more documents from me and that the request is still under active review. Not quite sure how long to wait on this one. It's a few days shy of 4 weeks since the request. I still haven't received the funds.

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Dear slwf,

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

• Have you accumulated your winnings with the help of a bonus? (subject to additional bonus terms and conditions)
• When was the last time you received an update from the casino regarding the payout?

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,

Tomas

The buy-ins that were given to me had around 18% bonus SC added into the buy-in. (example if I purchased a 10SC buy-in they gave me 12SC, the buy-ins were larger of course but I wanted to give an example).

I also participated in three or four days of EvoPlay quests which gave Free Spins for the completion of each quest.

on may 12th I had done buy-ins and played through all of it, and tried to request $2953 but they hadn't approved the request yet by May 14th. So I canceled the $2953 in order to play the EvoPlay quests and then rerequested the redemption at $4366 on the 14th.

I received an email from LoneStar last night saying "Your redeem request from lonestarcasino.com has been processed successfully and will appear in your account within 1-4 business days."

However, when I looked at my LoneStar account this morning it says:

"Redeem Status: Amount: SCM 4366.00 Paid: SCM 2183.00."

I'm not quite sure where they got the number 2183 as payment. I had 3400 in charges on my credit card. I haven't actually received the money yet, but I wanted to give an update on the correspondence.

I received the second half of my redemption tonight. Thanks for your help.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear slwf,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Tomas