LuckyMate Casino - Player is experiencing a delayed withdrawal.

This casino is terrible, I have submitted a withdrawal of only £10 on Sunday, and Today is Thursday and still waiting to get my money back... The withdrawal team dosent work on weekends which is also terrible but still according to their business days I have to wait 4 days now to receive my money back! and what's worse they don't know when I'm going to get it because customer service livechat team dosent have this type of information and no way of contact with withdrawal team, no even a telephone number dedicated for complaints.... and no options of good will gestures to compensate the situation... so after I will receive my money back I will close my account with them because they are just terrible.... but that's if I do because I'm starting to feel that this website is a scam..... I understand if it was delayed by 1 day because they are busy but it's been 2 days outside they withdrawal timescale.

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Hello,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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 before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

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.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Tomas

Dear Jatoja,

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

Dear Jatoja,

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,

Tomas