The player from Ciudad Autónoma de Buenos Aires had been waiting over 24 hours for a response regarding a $10,000 withdrawal request. The player reported that out of 13 withdrawal attempts, only one had been paid. We advised the player to allow up to 14 days for withdrawal processing due to possible KYC verification delays or high withdrawal volumes and extended the response time by 7 days. Due to the player's lack of response to follow-up messages and inquiries, the complaint was closed.
Lucky Star Casino - Player's withdrawal is delayed.
Closed
Our verdict
Player stopped responding
Amount: $12,000,000 ARS
Lucky Star Casino
Safety Index:Above averageCase summary
Discussion
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1 month ago
Translation
I tried to withdraw more than 24 hours ago and haven't received a response. The amount to withdraw is $10,000.
Automatic translation:
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1 month 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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1 month ago
Dear Bonattiiiii,
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,
Kristina
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1 month ago
TranslationWhat I find strange is that I made 13 withdrawals and they only paid 1.
Automatic translation:
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1 month ago
Dear Bonattiiiii,
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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3 weeks 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,
Kristina
Casino.Guru
