The player from Australia was unable to withdraw her winnings due to issues with downloading her new bank card details. We asked her for withdrawal and KYC details, but she did not reply to our requests or reminder. As a result, we were unable to investigate further and the complaint was closed for now due to lack of response.
LuckyHills Casino - Player cannot complete withdrawal process.
Closed
Our verdict
Player stopped responding
Amount: A$500
LuckyHills Casino
Safety Index 6.7 Above averageCase summary
Discussion
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2 weeks ago
I can not download my new bank card details I've won big and couldn't get it out? Fuckn ballshit
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2 weeks ago
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.
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2 weeks ago
Dear Matheson,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please allow me to ask you a few questions so I can fully understand the situation.
- Is this your first time requesting a withdrawal from the casino?
- Could you please confirm that you have passed the KYC (Know Your Customer) verification?
- Have you accumulated your winnings with or without an active bonus?
- Is there an error message when trying to place your payment details in the withdrawal section of the casino? If so, please provide screenshots.
I hope we will be able to help you resolve this issue. Thank you very much in advance for your reply.
Best regards,
Jean
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1 week ago
Dear Matheson,
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.
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6 days ago
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,
Jean
Casino.Guru
