Lucky Ones Casino - Player’s winnings haven’t been received yet.

I received a €100 loyalty bonus from their chat support, which came with a 40x wagering requirement and a €5 max bet limit on slots. I fully complied with all terms and completed the wagering in accordance with the rules. After fulfilling the bonus conditions, I continued playing with my remaining balance and did place bets above €5 — which, according to the terms, should no longer be an issue after wagering was completed.

When I made my first withdrawal request of €3,000, it was cancelled on the grounds that I allegedly have multiple accounts, which is absolutely not true. I have only one account with LuckyOnes.com and have never registered or played with another.

After the cancellation, I continued playing and managed to increase my balance. I currently have two pending withdrawal requests: one for €4,000 and one for €1,000.

Now, instead of processing the payouts, the casino has suddenly placed my account under a so-called security check, even though I have already completed full verification (KYC). No deadline or estimated time frame has been given, and I have not been provided with any clear information about what exactly is being checked or why this process was initiated after I had already won and requested withdrawals.

This situation feels unfair and raises concerns about whether the casino is attempting to delay or avoid legitimate payouts. I believe I have acted in good faith and followed all applicable terms and conditions.

I kindly ask Casino Guru to assist in resolving this matter and to ensure that LuckyOnes.com processes my withdrawals without further unjustified delays.

Thank you for your time and support.

Sincerly

Dear player,

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, we will intervene and do our best to help you.

Thank you in advance for your patience and understanding.

Best regards,

Complaints Resolution Center

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, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

I find it concerning that I was first accused of having two accounts and then left in the dark regarding the duration of the security review. I simply want to withdraw my funds in a straightforward and uncomplicated manner. As I already mentioned, I have always had only one account on Luckyones, which I had closed but reactivated myself a few days later via live chat.

@Luckyones perhaps you want to comment on this

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Did you use a VPN?

Did you use a payment method registered in your name?

Could you please advise if you have passed the KYC verification?

Could you please share your communication with the casino regarding the multiple accounts? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Hello Dominika,

no its impossible that someone from my household used the same ip i am the only One playing.

Yes i passed all the KYC a Long time ago.

i Never used a vpn playing with Luckyones and i only used payment Methods on my Name.

After they accused me of having two accounts they keep now saying the manger will be able to withdraw the Money After the Security verification.

nobody is able from the Chat to Tell me a specific time or give me a deadline thats very concerning.

i have only various Transcripts downloaded from chatsupport if this is enough for you i can send it to the your email

Gambi

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

Dear player,

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,

Dominika