Lucky Wolf Casino - Player’s winnings blocked by technical issues.

I'm having problems with this casino again. I made a deposit of 15,000 ARS, but it won't let me play any games. It says "server error" and "it seems you haven't been identified," even though my account is open. It won't let me withdraw my deposit because it says "your balance is blocked by a bonus; you must wager it to withdraw," even though I didn't accept any bonus whatsoever. Live support is useless; they respond days and days later and don't fix any of the problems. They were quick to help with the deposit, but not with resolving the issues. I want my money back or for the site to work properly. People choose a casino for a reason, but I've been having problems ever since.

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 anahibelsun

Thank you very much for submitting your complaint. I'm really sorry to hear about your issue with Lucky Wolf Casino. I'm afraid I will need more information to better understand the problem. Could you please confirm whether you have passed the KYC verification?

Could you please confirm how long has this issue been occurring?

Additionally, could you please share your communication with the casino? Send emails or chat transcripts to my email at [email protected], or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila G.

Hello, I waited until yesterday to see if the problem was only yesterday and would be fixed today, but it's still telling me the same thing about all the games. It won't let me withdraw my balance, and it won't let me do anything other than play the games in DEMO mode.

Today I sent a message to support via email, since I haven't received a response from the website support.

I already verified my account during my previous problem, where I spent over three months trying to get a response, and all they told me was that my emails were going to their spam folder. But I've already completed the verification.

Hello anahibelsun,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear anahibelsun, thank you for your response. Could you please attach a screenshot or forwards emails confirming that you have passed the KYC verification?

Thank you very much in advance for your reply.

Dear anahibelsun,

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.

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,
Attila
Casino.Guru