Lucky Star Casino - Player's withdrawal is delayed.

I've been waiting for a withdrawal since August 9th. I've spoken to support, and they tell me to cancel the withdrawal and do it in smaller amounts. I also sent an email, and they tell me the same thing: that there are no problems with my account, the problem is the withdrawal gateway, but they don't give me any solution.

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.

Dear dafnne3385,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’re experiencing and appreciate you bringing this to our attention. To help me fully understand the situation and assist you as quickly as possible, could you please answer a few brief questions?

• Have you made any successful withdrawals from your account previously?
• Can you confirm that your KYC verification was completed?
• Were your winnings accumulated while a bonus was active, or without an active bonus? If a bonus was active, please specify which one.

We will do our best to resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Hi 👋 Yes, it's a casino where I played constantly and withdrawals arrived in minutes

My KYC verification was OK

There was no bonus on this bet

The casino tells me the problem is with the payment gateway, but I think they should have already fixed it.

Because I already did what they told me, although their answers are rather automatic, to divide the amounts I canceled the withdrawal, and I already did all that.

Although I received part of it a week ago, there are still 423,000 missing.

And they give a deadline of 48 hours, and many more have already passed.

Thank you for your attention 🤗

Thank you for your reply, dafnne3385. Could you please clarify when exactly you made the last successful withdrawal? Which payment method have you opted for to withdraw your winnings? Was it the same one you used in the past?

Hi, my problem has been solved, the money has been deposited. The process was quite unpleasant, as I had to write to support twice a day, but finally I have my money.

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

Dear dafnne3385,

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,

Kristina