Luck Casino RO - Player's withdrawal is delayed and communication lacks clarity.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Luck Casino RO.

Please allow me to ask you a few questions so I can better understand the situation.

• Since when has your payout been pending?
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the questions the casino asked via email and your responses? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Tomas,

Thank you for your reply.

My withdrawal has been pending for around one week.

No, I did not use any bonus. All winnings were obtained from my own deposited funds.

The main issue is that for the past week the casino has only been telling me to wait. They are not requesting any additional documents or verification steps, and they are not providing any clear explanation regarding the delay.

In the latest message, the casino asked me to provide additional documents. However, inside my account there is no upload section opened and it only says "other documents" without specifying what exact document is required.

I also sent them an email asking them to clearly specify which document they need, but I still have not received any response from them.

I will also send screenshots of my conversations with the casino support.

Best regards

Dear gghiocell,

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, Barbora (barbora.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,

Tomas

Hello gghiocell,

I’m sorry to hear about the difficulties you’ve been experiencing.

My name is Barbora, and I’ll be handling your complaint from this point onward.

As a first step, I’ll reach out to a casino representative outside of this thread, since we currently don’t have a direct contact for them. In the meantime, please keep me updated if there are any new developments.

Best regards,

Barbora

Dear Barbora,

Thank you for taking over my complaint and for your assistance.

I appreciate your effort in contacting the casino representative. At the moment, there have been no new updates from the casino regarding my withdrawal/account issue.

I will keep you informed if I receive any new information or developments.

Thank you again for your support.

Best regards,

Dear gghiocell,

Thank you for the update.

I would like to inform you that the casino has contacted me and confirmed that they forwarded your case to the relevant department for review. They also stated that they will contact me again once they receive more information regarding your case.

As soon as I receive any new updates from the casino, I will let you know here immediately.

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.

Hello Barbora,

Thank you for the update.

However, I would like to point out that I have now been waiting for approximately one month for this matter to be resolved.

The casino repeatedly asked me to provide a suitable time slot for a phone call, and I have responded every single time with my availability. Despite this, no one has contacted me.

More than a week has passed since your last update stating that the casino forwarded my case to the relevant department, yet I still have not received any phone call, explanation, or withdrawal of my funds.

I have fully cooperated with all verification requests and provided the required documents. At this point, I would appreciate if the casino could provide a clear explanation for the delay and a specific timeframe for resolving my case.

Could you please follow up with the casino again and ask them why they continue requesting availability for a phone call without actually contacting me?

Thank you for your assistance.

Hello gghiocell,

Thank you for your patience.

I would like to inform you that I have already contacted the casino again and forwarded your questions and concerns regarding the repeated requests for your availability for a phone call, as well as the ongoing delay in processing your withdrawal.

At this moment, I have not yet received any response from the casino. As soon as they provide me with an update or explanation, I will inform you here immediately.

Thank you for your continued cooperation and patience while we await their reply.

Dear gghiocell,

I have tried contacting the casino several times regarding your case. Although they informed me that the matter had been forwarded to the relevant department, I have not received any further updates despite my follow-up attempts.

Unfortunately, without the casino's cooperation or any new information regarding your case, there is very little more I can do at this point. As we currently have no additional evidence or updates to work with, I am unable to continue the investigation further.

For this reason, I will now close the complaint as unresolved. I understand this is not the outcome you were hoping for. Please note that unresolved complaints negatively affect the casino's rating on our website, which may encourage the casino to improve its approach toward player complaints in the future.

Should the casino contact us with relevant information or should there be any significant developments regarding your case, we may reconsider reopening the complaint.

Thank you for your cooperation throughout the process.

Best regards,

Barbora

Casino Guru