UnlimLuck Casino - Player's withdrawal is delayed and cancelled.

My account is verified and I have submitted all requested documents (passport, selfie with passport, bank card photos, bank statement and proof of address).

I have previously made a successful withdrawal of €150 using the same account and payment method.

However, my current withdrawal of €340 has been cancelled several times and I keep receiving the same verification message.

When I contact live chat, they inform me that the documents are not correct but they cannot specify which document is incorrect. I have already contacted the verification department but I have not received a clear explanation.

I would like the casino to clearly explain which document is missing or process my withdrawal.

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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 understand the whole situation completely.

• Have you accumulated your winnings with or without an active bonus?
• Has the casino indicated that there might be a problem with approving specific documents?
• Could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshot 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.

Best regards,

Attila

Hello Attila,

Thank you for reviewing my complaint.

1. The winnings were accumulated without any active bonus. I played using my own deposited money.

2. The casino has not clearly indicated which document is incorrect. They keep sending the same automatic message requesting verification documents even though I have already submitted all required documents (passport front and back, selfie with passport, bank card photos, bank statement and proof of address).

3. I will attach screenshots of my communication with the casino and the emails where my withdrawals were cancelled multiple times.

My account is marked as verified and I have previously received a withdrawal of €150. However, my withdrawal of €340 has been cancelled several times without any clear explanation.

Thank you for your help.

Dear Player,

Thank you very much for your response. To better understand your current situation, could you please confirm the following details?

· Could you let us know how long did your last successful withdrawal took to be processed?

· Which payment method did you choose to withdraw your winnings? Was it the same one you used previously?

· Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.

Thank you once again for your patience and cooperation

Best regards,

Attila

Hello Attila,

Thank you for your message.

1. My last successful withdrawal of €150 was processed in approximately 48 hours. I received the payment on a Saturday morning.

2. I am currently trying to withdraw using Visa, which is the same method I used for my deposit. I also previously tried bank transfer, but it was cancelled.

3. At the moment, my withdrawal requests are not staying pending. They are repeatedly cancelled, and my balance of €340 remains available in my account.

I have already provided a screenshot of my withdrawal history showing the cancelled requests.

Thank you for your assistance.

Best regards

Dear Player,

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, Lucia (lucia.s@casino.guru). 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,

Attila

Hello Juljan,

I am sorry to hear about your troubles. I am Lucia and I will be taking care of your complaint from now on. As the first order of business, I will try to contact a casino representative outside of this thread, as we do not have an established contact for the casino just yet. Also, if there happen to be any developments, please keep me informed.

Best regards,

Lucia

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Juljan,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend you contact the Anjouan Gaming Authority (https://anjouangaming.com/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. You can submit the complaint only via the form in the license validator on the casino website.

I am sorry I could not be of more help on this occasion.

Best regards,

Lucia S