The player from the United Arab Emirates requested a withdrawal a month ago, but the payment remained pending, with the casino support repeatedly stating that it was under investigation. We asked him for details about his KYC status, previous withdrawals, game type, and whether the winnings were made with a bonus, but he did not reply to our messages or reminder. As a result, we were unable to continue the investigation and the complaint was closed for now due to lack of response.
Lucky Ones Casino - Player's withdrawal is delayed.
Closed
Our verdict
Player stopped responding
Amount: $500
Lucky Ones Casino
Safety Index 3.2 Very lowCase summary
Discussion
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3 weeks ago
my payment is still pending and everyday i talk to their support and they will said under investigation . its now more than a month and still they say under investigation
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3 weeks ago
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 that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 weeks ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- Have you made any successful withdrawals from this casino before?
- Have you passed the full KYC verification, or at least submitted any identity documents to the casino for the KYC process?
- What types of games did you play to accumulate the winnings you've been trying to withdraw?
- Did you accumulate these winnings with or without a bonus?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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2 weeks ago
Dear cantiporda,
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.
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1 week ago
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,
Veronika
Casino.Guru
