The player from Germany had requested a withdrawal less than two weeks prior to submitting this complaint. The payment hadn’t been processed yet. We explained that such delays were often caused by pending KYC checks or a high volume of withdrawal requests and asked her to wait at least 14 days before taking further action. After the recommended time had passed, the complaint was later marked as resolved by the player, so we closed the case as resolved.
LuckyWave Casino - Player claims that payment has been delayed.
Resolved
Our verdict
Case closed
Amount: €1,000
LuckyWave Casino
Safety Index 2.5 Very lowCase summary
Discussion
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4 weeks ago
Translation
Hello. I submitted a withdrawal request for €1000 on September 10th. After a 72-hour wait, the withdrawal still hasn't been processed. When I inquired in the chat, I was told that it simply takes time because withdrawals are processed manually. I play at several casinos, and I have a [missing information - likely a specific payment method or payment method].
Withdrawal within 3 hours to my account. Therefore, I'm now seriously doubting their legitimacy. Since I still have the option to cancel the withdrawal, I'm beginning to suspect that the casino is doing this intentionally to trick players into canceling their winnings due to the long waiting period, thus preventing any payout.
Furthermore, the chat staff became rude and claimed that my deposit hadn't even been received yet. But then I wonder what money I was able to play with.
I am really disappointed with this site, but I still hope that the winnings will be paid out.
Automatic translation:
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4 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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4 weeks ago
Dear Sandyt83,
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 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 by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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2 weeks ago
Dear Sandyt83,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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1 week ago
Dear Sandyt83,
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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1 week ago
TranslationThe problem has since been resolved. The money has been paid out. However, I definitely won't be depositing there again. I have other casinos where withdrawals are in my account within an hour.
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1 week ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Sandyt83,
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,
Jean
