The player from Germany had requested a withdrawal two weeks prior, with €150 paid out to a financial service provider on November 5, 2025, but he had not received the funds. Despite reaching out via email and live chat, he had not received a satisfactory response, and his winnings remained unpaid. The Complaints Team had engaged with the casino and the player to obtain full remittance details and bank statements to assist in tracing the payment. The casino had escalated the matter to their payment provider and continued to follow up on the missing payment. The player confirmed the issue had been resolved, and the complaint was closed accordingly.
LuckyVibe Casino - Player’s withdrawal has been delayed.
Resolved
Our verdict
Case closed
Amount: €150
LuckyVibe Casino
Safety Index:HighCase summary
Discussion
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2 months ago
Translation
On November 5, 2025, €150 was paid out by the casino to a financial service provider, who was then supposed to pay the winnings to me. This has not happened to date.
I received no reply to my emails, and in the live chat I was told to wait another 7 days or to upload a bank statement covering November 5th to the current date. This was supposed to be forwarded and the matter reviewed, but since then I haven't heard anything further from the casino and my money still hasn't been paid out.
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2 months 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 months ago
Hello,
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 better understand the situation.
- Have you made any successful withdrawals from the casino in the past?
- Could you please confirm that you have passed the KYC verification?
- Have you accumulated your winnings with the help of a bonus?
- Could you please share with me the communication between you and the casino regarding the delayed payout? Send emails or chat transcripts to my email at [email protected], or post screenshots here
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,
Tomas
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2 months ago
Translation
Hello Thomas,
This payout was the first one I requested from LuckyVibe.
I passed the KYC verification and the casino accepted the withdrawal. However, the €150 wasn't transferred to me, but to an "unknown" financial service provider who was supposed to process the payment to me. This hasn't happened to this day.
I received no reply to my emails and was advised in the live chat to wait longer.
During my last contact, I was asked to upload a bank statement covering the period from November 5th to the present, which I did. According to support, this was forwarded to the relevant department to review the matter.
However, I haven't heard anything more about it.
I deposited without a bonus.
Best regards
Bettina
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1 month ago
Thanks for sharing the information and updates.
- Have you reached out to your bank in order to inquire about the transaction?
- With what result?
Please let me know.
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1 month ago
Translation
I immediately sent an email to my bank, attaching the payment receipt.
The response I received was that the matter had been forwarded to the relevant department for review and that I would be informed immediately once the review was completed.
Since I am not at all used to such a waiting time from my bank, I wrote a second email asking them to perhaps speed things up a bit, as otherwise I can't make any progress.
I hope my plea will be heard and that I will receive a prompt reply.
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1 month ago
Dear bey0nd,
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Karla ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Tomas
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1 month ago
Hello bey0nd,
My name is Karla and I will be assisting you with your case, I hope we can work together toward a clear and fair resolution.
To ensure full transparency, I would like to invite a representative from LuckyVibe Casino into this conversation.
Dear LuckyVibe Casino,
Could you provide additional details regarding this payment delay and clarify the current status of the transaction? We would also appreciate it if you could share any relevant evidence or documentation that may help us to resolve this case.
Thank you in advance for your cooperation.
Best regards,
Karla
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1 month ago
Translation
Hey Karla,
I think the idea of inviting a representative from LuckyVibe is very good.
Perhaps this way we can make a thread out of the loose ends again.
My bank still hasn't gotten back to me. I'm hoping for Monday; otherwise, I'll follow up again.
Best regards
Bettina
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1 month ago
Dear Casino Guru,
We can confirm that the player’s withdrawal was fully processed on our side on 5th November, and our payment provider has verified that the transfer was completed successfully. As the funds have already left our system, any further delay is unfortunately outside of our control.
Given the time that has passed, we strongly recommend that the player continues to follow this up with their bank to advise on the status of the incoming transfer. We remain available should the player require any supporting information from us or if there is official feedback from the bank.
Kind regards,
The Lucky Vibe Team
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1 month ago
Translation
Good morning,
That the money left the casino's account is completely undisputed. However, the transfer was by no means successful, as the €150 never arrived in my account.
I'm now inclined to assume that, for whatever reason, my bank couldn't process the money and it was returned to the sender. Perhaps they couldn't allocate it there and it ended up in a separate account. I don't know, it's just a guess.
My bank has since contacted me:
click
Of course, I'm not supposed to submit my documents, the casino is. That's probably due to the translation.
Best regards
Bettina
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1 month ago
Dear LuckyVibe Casino Team,
Thank you for your update.
To continue the investigation properly, I would like to kindly ask for the complete outgoing payment confirmation, as required by the bank.
The document previously provided to the player does not contain any sender information, which makes it impossible for the receiving bank to trace the transfer.
To proceed, the bank requires:
- Name of the sending account holder
- IBAN + BIC of the sending account
- Full transfer details, including:
- – date and time
- – amount
- – transfer status
- – sender reference / transaction ID
- – recipient IBAN
Could you please obtain this full remittance document from your payment provider and send it to player of possible?
This is essential for the bank to locate the transaction and proceed with the investigation.
Thank you in advance for your cooperation.
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1 month ago
Translation
Hello,
LuckyVibe has asked me to provide a bank statement from November 4th to today.
I did this once via the verification page and once in my reply.
I hope this helps to clarify things.
Greetings
Bettina
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1 month ago
Hi,
We confirm we have received the latest bank statement and have escalated the matter to the payment provider for further investigation.
Rest assured we will be in touch as soon as we have a response.
Kind regards,
The Lucky Vibe Team
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1 month ago
Dear LuckyVibe Casino Team,
Thank you very much for your update.
Since the matter has now been escalated, I kindly ask you to keep us informed about any progress or feedback you receive. Regular updates will help us keep the process transparent for the player and ensure the case continues moving forward without unnecessary delays.
Thank you in advance for your cooperation.
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1 month ago
Translation
Hello,
LuckyVibe asked me to upload another bank statement. I have just done so.
Best regards
Bettina
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1 month ago
Dear Karla,
Just to let everyone know, given that this matter has been pending for some time, that we are still awaiting further information from the payment provider regarding the missing payment and continue to actively follow up with them. We will share any new details as soon as they are available.
Kind regards,
The Lucky Vibe Team
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1 month ago
Dear LuckyVibe Casino Team,
Thank you for the update and for confirming that the matter is still actively being followed up with your payment provider.
I appreciate your continued cooperation in this case. I will remain waiting for any further updates or feedback as soon as they become available and will inform the player accordingly.
Thank you in advance for keeping us informed.
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1 month ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear bey0nd,
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
