Lucky Wins Casino - Player's withdrawal is delayed.

I put in my request for a withdrawal on 1st June, and it still hasnt been paid to me. The only form of contact I have available is their live chat. I am told they are very busy at the moment and as long as everything is ok I will eventually get the money. I am very concerned as it's been ages and they have such a bad reputation

Dear player, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Lucky Wins. Please allow me to ask you a few questions, so I can understand the whole situation completely:  

• Please specify what the correct casino website is.
• Could you please share a screenshot of your withdrawal request?
• Have you made any successful withdrawals before using the same payment method?  
• Could you please confirm that you have passed the KYC verification? 
• Have you accumulated your winnings with or without an active bonus? 

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply. 

Best regards, 

Natalia

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

The casino is luckywins1, I will send a screenshot. I have made one or maybe two prior successful withdrawal requests using the same payment method I have passed the KYC verification process. I won using an active bonus

I checked my casino account this morning and see that they have paid my winnings back into it, i dont want this. I have sent a screenshot of their response when i questioned it. Shall i resubmit my withdrawal request now?

I have just re submitted a withdrawal request for the total amount £2.800. I will include a screenshot

Dear player, thank you for the updates. 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 for your money to appear in your account. This delay may be caused by pending KYC verification or a high volume of withdrawal requests in general. 

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

I will keep your complaint open, but we will give the casino 14 days to process the payment. Please let us know if there will be any updates regarding your withdrawal request.

Hi, thank you for your response. I will do as you have asked , but this is a RE submission of the original withdrawal, which has already been checked over since the 1st June!! I would assume because of this fact it should not now take another 2 weeks, as it's already been through their system. I wasnt sure from your response whether you had understood the situation. Have you been in contact with the casino? Kind regards Anna

Dear player, 

Unfortunately, we have come to a point where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 10+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us. 

Sadly, we are forced to close your complaint as "unresolved." This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue, however, the decrease in rating caused by unresolved complaints could change the casino's approach. 

Regrettably, we have no other choice, as it appears to be a common practice for Lucky Wins Casino to completely ignore our attempts to mediate any issues. Please check all our failed attempts to negotiate. 

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Lucky Wins Casino. I wish I could be of more help. 

The casino can reopen this complaint anytime. 

Kind regards,

Natalia