Lucky Hunter Casino - Player feels her winnings are being delayed.

I won a progressive Jackpot of $21,000!! I have played with this casino many times, and have withdrawn funds many times with no issues. My account is fully verified, but they keep giving me the run around. I have submitted my withdrawal 3 days ago, and I still have not received it, they keep telling me that it’s been escalated to the relevant department. No issues with my account, they are just refusing to pay me my win, and no matter who I try and speak with no one can help me. They tell me that the financial team is working on the issue, even the VIP team cannot help me! No one can get me in contact with the financial team to see what this issue is. No one can even tell me that there is an issue because there isn’t one! Every time i message customer service they say sorry they cannot help me, but they cannot get me in contact with someone that can help me. They state that all withdrawals are done within 3 days. Well it’s now been longer and still nothing. When I emailed the VIP team they also stated that they are trying to get in touch with the relevant department. I am beyond frustrated and angry with this casino! I feel like it’s a huge scam, or they don’t have the money to pay me out my win.

Dear Skjjlewis, 

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, please, let us know and we will intervene and try to help you.  

Thank you in advance for your patience and understanding.  

Best regards, 

Natalia

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear Skjjlewis,

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,
Natalia
Casino.Guru