Newlucky Casino - Player believes that their withdrawal has been delayed.

I've been waiting for my payout for almost two weeks. This is my first time making a payout. I turned €99.99 into €605.96 through Blackjack Games. KYC was done, and when I email them, I get the same response. I'm afraid I've lost my money. Then I started doing research, and opinions differed, so I found this site as a last resort.

Dear player,

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

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, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

i Will wait 👍🏻

It's almost Sunday and then the two weeks are over and I'm afraid I won't get it. Could you please file a complaint with newlucky now?

KYC is done

first time to make a Withdrawal + one extra

no VPN

i can log in in my account

and is today 2 weeks

Dear player,

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.

I havent got my money

Nothing has changed

Dear player, please allow me to ask you a few questions, so I can understand the whole situation completely.

Could you please confirm if your withdrawal requests are still showing as pending?

Have you contacted the casino to check if any additional verification or documents are required on your part?

Did you accumulate your winnings with or without an active bonus?

Could you please share your communication with the casino regarding the withdrawal? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

There was no bonus. I won the money through blackjack. I emailed them several times but got the same response.

Dear player, have you received the money?

No

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Barbora (barbora.p@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Newlucky Casino representative to join this conversation.

Dear Newlucky Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

i am waiting 1 Month almost to get my money.

I completely understand your concerns. At the moment, we’re waiting for the casino’s response. As soon as we receive their reply, you’ll get an email notification.

Thank you for your patience in the meantime.

Dear Danny and Casino Guru Team,

Thank you for your patience while we reviewed this case in detail.

After carefully checking your account history, we can confirm that the requested withdrawals were refunded back to your casino balance and subsequently used for gameplay. Unfortunately, this means there are no pending withdrawals left to be processed, as the funds were fully played by you.

We understand this may have caused confusion, and we truly appreciate the opportunity to clarify the situation. Please rest assured that we remain fully transparent and available should you have any further questions.

Kind regards,

NewLucky Casino Team

Dear Danny,

Thank you for your patience. The casino has informed us that your withdrawals were refunded back to your account balance and subsequently used for gameplay.

Could you please confirm whether you noticed the funds returning to your casino balance, and if so, what happened afterward?

Please note that if the refunded funds were indeed played and lost, unfortunately, there is nothing further we can do to assist, as the money would no longer be available for withdrawal.

Your confirmation will help us clarify this matter and decide on the next steps.

Thank you for your cooperation.

It's not true. I made a few previous transactions and canceled them to keep gambling, and I made a lot of money then, but I cashed it out and continued with what I had left. What NewLucky is saying is incorrect. They're trying to scam me.

As you can see, the last two transactions to the usher were refunded instead of refunded to the account. The balance of the transaction also shows that I continued with €175. I've been waiting for this for ages, and I've finished it and continued playing, but I've finished most of it!

Dear Danny,

Thank you for your latest reply. To move forward, we kindly need some additional information from your side. Could you please provide us with screenshots from your casino account showing any withdrawals with the status marked as pending request? It would also be very helpful if you could share your betting or gameplay history from around the dates when your withdrawals were requested and allegedly refunded.

This information is necessary to confirm whether the funds were returned to your casino balance and used for gameplay, or whether there may have been another issue with the transactions. We appreciate your cooperation and will do our best to ensure this case is judged fairly.

Best regards,

Barbora

I checked every day, and every day, "rufend user" wasn't pending. And I really didn't continue playing after I cleared it. I just won that money. Casino Guru, you have to believe me, I genuinely cleared it, but it says "unknown user." I think it's because I hadn't completed my email verification yet, but I already did.

Says no pending. But after the transaction you can see i player further with 175€

Dear NewLucky Casino team,

I have also reached out to you directly via email in order to clarify some details and gather additional information regarding this case.

Once I receive your response, I will update the complaint thread accordingly.

We appreciate your cooperation and look forward to hearing from you.

Best regards,

Barbora

thank you! I Will wait then

Dear Danny and Casino Guru Team,

Thank you for your follow-up.

We have already responded to your email with the requested proofs related to this case, including the relevant transaction details and balance history. Please review them at your convenience and let us know if anything further is required from our side.

We remain at your disposal and will be glad to assist with any additional clarifications if needed.

Best regards,

NewLucky Casino Team

Dear Danny,

Thank you for your patience during the investigation of your case. After carefully reviewing the evidence provided by the casino, it has been confirmed that your withdrawal requests were refunded back to your casino balance. The returned funds were subsequently used for gameplay and, unfortunately, lost.

We understand this is not the outcome you were hoping for, and we are truly sorry for the disappointment it may cause. However, since the funds were played and lost, there are no winnings left to be paid out, and we are unable to assist you further in this matter.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Barbora