Lucky Mate Casino - Withdrawal of player's winnings has been delayed.

i am fully verified with a confirmation email stating that. All my smaller withdrawals have come through with fast payment which means instant. I have had a smaller withdrawal processed and received after my $660 withdrawal and they are now blaming my bank which I work at and have seen nothing has been sent. Will not provide casino license and will not provide receipt of transaction to be traced instead want me to send more personal bank details? I have asked it to be escalated which has been ignored several times and I am fed up with getting fed rubbish excuses when it is clear that they never sent they funds. Have about 40 screenshots of back and fourths with no outcome.

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Dear Gamefinder,

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

My issue is they will not provide any proof of payment they claim to have a license which they will not provide and my other withdrawals have gone through Osko which is instant in Aus and not they times they said they sent it. Why would I need to send more banking details to them when they can clearly trace a transaction through there bank?

and blaming by bank that I work at saying it’s them holding up the process when they have no pending money coming into my account on hold.

If I could please get a response on the above as I am worried this could be a scam casino and a lot more people in Aus and NZ are going to be affected as they are targeting the specific regions with app ads etc.

They also have a whole heap of games from aristocrats who from my understanding don’t provide games to online casinos

Disappointed I didn’t get quicker responses when it comes to fraudulent casinos. I have found out a lot more about this casino and it’s dodgy and illegal behaviour. Taking it into my own hands

I understand your concerns, especially since the casino claims the $660 withdrawal was sent while your bank says there is no incoming or pending transaction.

Before we contact the casino, I would like to clarify a few things so we can properly understand the situation:

• When did the $660 withdrawal change to "Completed" in your casino account? Please provide a screenshot showing the withdrawal status and details.
• Was your account fully verified before this withdrawal was made?
• Did you use any bonus or promotional offer when making the withdrawal?
• How many previous withdrawals have you successfully received from this casino, and were they processed through the same payment method?
• Could you clarify which payment method you used for the $660 withdrawal?

Regarding your concern that the casino may be fraudulent, we cannot conclude that based on the current information, particularly since you have successfully received previous withdrawals. However, the casino currently has a 3.5 rating on Casino Guru, so your caution is understandable. If safety is your priority, we recommend considering casinos with a rating above 7 and checking recent user reviews and complaints before depositing.

Once we have the above information, we can better assess the withdrawal issue and approach the casino with the relevant questions.

Hi Jean,

there is an update. They have now said my bank rejected the withdrawal and they put the $660 back to my account. I had 4 other withdrawals that went through fine and one of those was for $200 after the $660 withdrawal.

When did the $660 withdrawal change to "Completed" in your casino account?

originally the 21st it was ticked green now it is changed to refund

Was your account fully verified before this withdrawal was made?

yes I had an email confirming it was.

Did you use any bonus or promotional offer making the withdrawal?

no promo I don’t use them

How many previous withdrawals have you successfully received from this casino, and were they processed through the same payment method?

3

Could you clarify which payment method you used for the $660 withdrawal?

Apple Pay.

now I have had to withdraw again which makes no sense.

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

Dear Gamefinder,

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