Lucki Casino - Player’s withdrawal is delayed.

Hi, I registered here, deposited 100 euros and won 500. I decided to withdraw it, but they asked me for verification. I sent all the necessary documents, but it's been 4 days, I haven't received any replies from them, there's no live chat, and when I wrote them an email, no one answers, as if no one works like that. I read opinions that they are scamming people and I'm also afraid, that's why I need your help.

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.

Hello,

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 the 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 within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.

• In case of adverse developments regarding your payout, verification status, or account, don't hesitate to contact us as soon as possible.

Thank you in advance for your patience and understanding.

Best regards,

Tomas

Thank you very much Tomas , I will wait this time and all time look website, I send lot of emails and don't answer , I let you know all

Thanks for your reply.

If the casino responded to any of our inquiries, please forward them to me for review. Send the information to my email at tomas@casino.guru

If the issue persists, please let me know.

Dear wellee62980,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru