Lucky Wilds Casino - Player's withdrawal has been delayed.

I initiated a withdrawal of 5000€ on 8.9.23 and a 2000€ withdrawal on 9.9.23 from Lucky Wilds Casino. I still have not received the funds, even though previous withdrawals were processed quite efficiently. I have contacted customer service several times via chat. Despite their friendly assistance, they have been unable to specify why I have not received my funds yet. Just last week, on 19.9.23, I was informed via email that the payment department would handle the withdrawals within the same week.

Hello Verner4,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Lucky Wilds Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi,

I was asked to confirm the account the first time when I withdrew €5,000 and it was on 10.7.23. It could also be that I confirmed the account on 14.7.23 when I withdrew an additional €1,000. There are no separate confirmation requests from the casino. You only notice the necessary confirmation when you withdraw money several times in a row. That's why I can't say exactly when the account has been confirmed, but I would think that 14.7.23. I have also been asked to confirm address information at some point in August, even though I had been paid several withdrawals before that. The winnings have been obtained with real money, not with bonuses. I last contacted customer service on 9/27/23. In the conversation, I tried to find out why I still haven't received the withdrawals even though I was promised to pay them already a week ago. According to the customer service representatives, everything seems to be fine, but they do not know why the money is not coming.

I spoke to customer service again today. They said that they haven't received an answer to the previous statement about my delayed withdrawals. They promised to put in a new clarification request and let me know when the answer comes. I also announced that I will contact the gaming authorities or the license issuer in the near future, because I believe that I am not going to be paid the €7,000 in question. The customer service representative said that she believes there is no need to report and promised to report my concerns to the gaming authorities herself.

Update on the situation. I told you last time that the customer service will contact the gaming authorities. However, I misunderstood and the customer service agent forwarded a message to Lucky wilds about my intention to contact the gaming authorities. I have also asked today to get the €2,000 withdrawal back to my game account, because I am going to try to withdraw it in smaller installments for myself and try if it works. I feel like the problems are with larger withdrawals. At least in the past, €500 and €1,000 withdrawals have gone well. I'm going to try to withdraw smaller amounts on Monday of next week since the weekend is coming up.

Hello Verner4,

Did you cancel your previous withdrawals in order to request for smaller instalments? If yes please be sure to wait a few days for the requests to be processed and let us know the outcome.

Hey,

I canceled the €2,000 withdrawal request via customer service back to my game account. I have been trying to withdraw two installments of €500 since 9/10, but they are not paid to me either. I don't think I will manage to get even small batches. Customer service still says the same thing, that they will forward the inquiry to the payment department. We have been asking for money for four weeks now and there has been no progress. The €5,000 withdrawal request is still pending and tomorrow will be five weeks.

I have also been in contact with the gaming authorities. They sent me a complaint form to fill out. A certified copy of the identity card and address information must be attached to the form. Obtaining these in Finland is expensive and inconvenient, so it takes a week or two before I can fill out the form. Then when I sometimes get the form filled out, processing can take another 3-6 weeks. It's starting to look like I won't see my money this year, if at all.

Hello Verner4,

I would not bother with the authorities just yet. I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear Verner4,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Did you manage to file a complaint to the Gaming Curacao Authority?

Now I would like to invite a Lucky Wilds Casino representative to join this conversation and participate in resolving this complaint.

Dear Lucky Wilds Casino,

Could you state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

Hey,

I have not yet acquired the necessary documents for the complaint form sent by Gaming Curacao. I plan to get them soon if there is no other way.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Verner4,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (info@gaming-curacao.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (stefan.m@casino.guru). I am sorry I could not be of more help on this occasion.

Kind regards,

Stefan

Casino Guru Team