Lucky Ones Casino - Player's winnings are delayed due to security checks.

I am contacting you regarding Luckyones. Where i won about 130 000 NOK (12000$) on the 7th of March. My account is fully verified and i have cashed out from this site before with no problems. I haven't heard anything other than that the security team needs to do some checks, to ensure the security of my account and future transactions. I have not broken any terms or rules, and have played as a regular player. Its now on the 9th day since i requested my withdrawls, and still the only message i have gotten is that their security team needs to do theese checks before their manager can approve the withdrawls. I dont't have patience to wait for several weeks before i hear something.

Dear Dabeist,

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 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,

Veronika

Hello,

The withdrawl request should max take 48 hours if your account is fully verified, like they have told me in chat, and these «secuirty checks» are to ensure the «saftey» for my withdrawls in the future, which i think is bullshit. They have failed to give me any timeframe, or give me any valuble information. They can keep on telling me that they are looking into it for the rest of my life for all i know

Thank you for your reply. Could you please specify what types of games you played?

Did you accumulate your winnings with or without a bonus?

I got the money now, thanks

Dear Dabeist,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Veronika Fritz

Casino.Guru