The player from Germany had a closed Luckywins account with a remaining balance of €250. Despite having received confirmation for his withdrawal after sending his wallet address on May 9th, 2026, he had waited for two days without receiving his funds, and support had advised him to be patient. The player had provided screenshots of his communication and confirmation from the casino. The issue was marked as resolved after the player confirmed satisfaction with the outcome. We closed the complaint with no further action required.
LuckyWins! Casino - Player's account has been closed, with delayed withdrawal.
Resolved
Our verdict
Case closed
Amount: €250
LuckyWins! Casino
Safety Index 9.6 Very highCase summary
Discussion
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1 month ago
Translation
Hello, I have a problem. My Luckywins account was closed on May 8th, 2026, and I still have €250 of real money in my account. I requested a withdrawal from support and received confirmation by email on May 9th, 2026, that my balance would be paid out. I only had to send my wallet address by email, which I did, and it arrived. Since then, I've been waiting for my withdrawal. Support just keeps saying to please be patient; withdrawals usually take four hours. I've been waiting for two days already. Please help! This is the confirmation email from Luckywins.
Dear Marvin, May 9, 2026
We have to inform you that your account has been closed, and we will refund your balance amount.
In order to do so, we would like you to send us a crypto wallet address and the currency of this wallet for a refund as a reply to this email.
Should you have any questions or doubts, please do not hesitate to contact us via email or live chat.
Best regards,
LuckyWins Support Team
Ticket ID: KBN5VT
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1 month 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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1 month ago
Dear marv1710,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
To better understand your situation and to assist you effectively, could you please provide us with the following details:
- Can you confirm the exact date when you sent your wallet address to Luckywins?
- When you sent your wallet address, did you receive a reply or a confirmation? Please post the confirmation here or send it to jean.s@casino.guru.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Jean
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1 month ago
TranslationIt was on May 9th, 2026, that I received the email and sent the wallet address. At that time, I was in the Luckywins live chat and received immediate confirmation that my reply had been received. I also saved all the live chats. Here are two screenshots: one of my reply to the email and the other of the live chat confirmation that my reply had been received.
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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 marv1710,
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
