The player from Finland had requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings had not been received yet. The Complaints Team had initially advised the player that delays could occur due to KYC verification and had recommended patience. However, after the player provided proof of account verification and highlighted the casino's stated processing time of two days, the team had sought updates on the withdrawal status. Due to the player's lack of response to follow-up inquiries, the complaint was ultimately rejected.
Lucky Ones Casino - Player’s withdrawal has been delayed.
Closed
Our verdict
Player stopped responding
Amount: €1,200
Lucky Ones Casino
Safety Index:Very lowCase summary
Discussion
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9 months ago
Translation
Hi, I deposited €20 into that casino on 2.3.2025 and won a total of €1200 from that casino with that money. I made one €1000 and one €200 withdrawal request from my gaming account on the same day, i.e. 2.3.2025, but I still haven't received my money. So I've been waiting for my money for 6 days now and every time I ask customer service when my withdrawal request will be processed, I get the same answer that the manager can approve my withdrawal as soon as the relevant department has processed my documents. My user is already verified at that casino so I don't really understand why they have to process my documents again and why does a manager have to approve my withdrawal request? I'm already a verified user so why hasn't my withdrawal request been approved yet? I'm very surprised by the way this casino works. The normal processing time at that casino is Max 2 days and I've been waiting for 6 days already. Could you casinoguru find out how long my withdrawal request is taking? and hopefully you can speed up the process because withdrawals at that casino don't normally take this long.
Automatic translation:
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9 months ago
Dear Jopi59,
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
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
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9 months ago
Translation
The website and customer service of the casino in question said that the processing time for withdrawal requests is a maximum of 2 days, not a week or 14 days, but exactly two days maximum. I attached a screenshot showing that my user has already been verified at the casino in question.
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9 months ago
Here is a screenshot of My email. My account was alredy fully verified when i asked My withdrawall request.
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9 months ago
Dear Jopi59,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
