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

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

Dear Despina,

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,

Karla

We’ve reopened this complaint at the request of Despina. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Withdrawal still pending they refunded my withdrawal I asked for a bank transfer and they asked me for proof of address and my card both sides still waiting a week later

listen first you asked for my ID I sent it to you and my account was identified I waited 5 days to get my money and suddenly today you canceled my withdrawal and asked for proof of address and my card. I'm still waiting for you to tell me what's going on and if you've received the documents. no one answers, many days have passed and I will wait for a few more, I can't make a withdrawal because you asked for identification. while I have sent the documents you requested. really very embarrassing to play like this with your customers who make deposits to you.

I am very sorry that I played in your casino. you have caused me tremendous anxiety and sorrow. and I will lose my money from what I see

Dear Despina, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, 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.

Karla

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

Dear Despina,

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,

Karla