Lucky Wilds Casino - Player’s winnings haven’t been received yet.

I made a withdrawal request on the evening of April 25, 2023, Finnish time. During withdrawal, I was asked to send the documents directly to the system, and I did this. Withdrawals are therefore the same as deposits with rapid transfer. After this, I have asked about the status of the repatriation because in the conditions it is 1-3 days. There is no answer to anything I have asked and no explanation as to why the withdrawal has not been processed. The customer service e-mail does not respond to anything. I played with a 100 + 50% bonus and played through the bonus according to the conditions. But now the repatriation is stuck and I don't get any information about what's wrong or if there are any documents missing, etc. Thank you for your help or instructions regarding the matter.

Dear jarnokemppinen,

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

Dear jarnokemppinen,

Have you received your withdrawal from the casino yet?

Dear jarnokemppinen,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.