The player from Buenos Aires had requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings had not been received yet. The complaint was marked as resolved by the player after the issue was addressed. We acknowledged the resolution and updated the complaint status accordingly. The player was encouraged to contact us again if any future issues arose.
Lucky Star Casino - Player’s withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: $4,000,000 ARS
Lucky Star Casino
Safety Index:Above averageCase summary
Discussion
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3 weeks ago
Important notice:
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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.
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3 weeks ago
Dear Juanmalg2026,
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
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3 weeks ago
Translation
I appreciate your response, but I wish to clarify that my complaint is not due to a routine administrative delay, but to a critical Responsible Gaming conflict that requires immediate intervention for the following reasons:
Funds Blocked Due to Identity: The casino has stopped my 4 withdrawals (4,000,000 ARS in total) internally alleging a conflict with a previous self-excluded account, even though they allowed 25 successive deposits with my name, IP and virtual wallet identical.
Risk of Confiscation: It is not a matter of 'patience for withdrawal volume'; there is an imminent risk that the casino will confiscate my winnings using self-exclusion as a pretext, after having ignored its own security filters to accept my money 25 times.
Verification Status: My account already has a full profile and I have operated as a VIP Client. The delay is a deliberate hold, not a pending verification process.
I request that, given the seriousness of the operator's breach of duty of care (allowing a self-excluded player with identical data to play) and the high amount in dispute, the case be assigned to a mediator without waiting the 14 days, as the casino will not process the payments voluntarily without external pressure.
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3 weeks ago
TranslationPlease send screenshots of the deposit, the account in my name, the pending withdrawals, and the email where I was self-excluded using the same virtual wallet and IP address.
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3 weeks ago
TranslationDear CasinoGuru Team:
I wish to update my case with urgent information that demonstrates the bad faith of the Lucky Star casino and the manipulation of its communication channels:
Normal account approval: The casino just sent me an official email confirming that my account is 'functioning normally' and that withdrawals are 'available'. I've attached a screenshot of that email.
Technical support blocked: Immediately after this email, the casino deliberately disabled the support chat button for my user profile. I have verified that the chat works correctly from other devices (incognito mode), which confirms a selective block to prevent me from claiming my outstanding 4,000,000.
Video Evidence: I have made a full, uncut screen recording showing:
My profile is verified with my real information.
The 4 withdrawals of 1,000,000 each are in 'Pending' status.
The history of my 25 deposits made with the same identity.
The failure caused by the technical support button.
I request the immediate assignment of a mediator, as the casino is using obstructionist tactics to avoid paying out a legitimate winning, despite having admitted in writing that there are no violations on my account. The video is available via a download link if required.
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3 weeks ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Juanmalg2026,
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,
Karla
