The player from Germany had submitted a withdrawal request less than two weeks prior to contacting us. Winnings hadn’t been obtained up to that day. He later reported that the casino’s live support had confirmed a technical problem causing payout delays. We asked him to wait for further processing and to provide an update if no payouts were made, but the complaint was eventually marked as resolved by him, so we closed the case as resolved.
Lucky Circus Casino - Withdrawal of player's winnings has been delayed.
Resolved
Our verdict
Case closed
Amount: €10,700
Lucky Circus Casino
Safety Index 6.8 Above averageCase summary
Discussion
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4 weeks ago
Translation
Hello Casino Guru
I am contacting you because my payout from Lucky Circus is delayed for no apparent reason.
Total amount of the payout
€10,700 (divided into 4 applications)
From each
2x4000 1x 2000 (20.9.26)
1x 700 ( 22.9.26)
Live support is no longer available and is not working on the site.
You also receive no reply via email, and no confirmation that a payment has been made.
My account has been verified for a long time.
I also have Ringmeister VIP status. I always received my payouts within 24 hours, and then suddenly nothing.
I urgently request your help to find something out.
Because it's not a small summer.
Automatic translation:
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4 weeks ago
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.
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4 weeks ago
Dear Cyrex,
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
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3 weeks ago
TranslationQuick update.
I got through to Lucky Circus' live support. It seems to be working again.
They informed me that luckycircus.com was experiencing a technical problem. Unfortunately, they also had to tell me that payouts may be delayed due to this technical error.
I would still like to keep this complaint open even though I have already received a small response.
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3 weeks ago
I am happy to hear that live support is available again and you finally receive an update regarding the withdrawal delays.
Please provide an update in a week on whether any payouts have been processed. If, in a week, no payouts have been processed, please provide screenshots of your communication with the casino regarding withdrawal delays.
Could you also let me know which payment method you chose to withdraw your winnings? Was it the same one you used with your previous successful withdrawals?
We look forward to hearing from you.
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3 weeks ago
TranslationYes, it's always the same payment method.
(Instant bank transfer)
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2 weeks ago
TranslationSo by now I had reached €12,300.
I just received a payment of €4,300.
The remaining €8000 (2 x €4000) were cancelled.
I have now paid this out again in 4 x €2000.
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2 weeks ago
TranslationLucky Circus has a payout limit of 2500 per week, therefore it was cancelled; the money will now come in bit by bit.
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2 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Cyrex,
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,
Jean
