Lucky Wilds Casino - Pelaaja raportoi viivästyneen kotiutuksen ja huonon asiakastuen.

My withdrawal request has been pending for a month already. The reasons for the delay are not clearly explained in the chat, with each agent giving slightly different stories. They always promise to follow up via email, but that has never happened.

Nostopyyntö ollut avoinna jo kuukauden. Chatissa ei kerrota selkeitä syitä viivästykselle vaan jokainen agentti kertoo hieman eri tarinoita. Luvataan aina palata sähköpostilla asiaan mutta niin ei ole ikinä tapahtunut.

Hello Joona92,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Lucky Wilds Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Dear Joona92,

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.

I confirmed the account on the same day I made the withdrawal request, i.e. 30.9. The withdrawal request could not be made until the account has been verified. I used the deposit bonus and got it recycled normally. The last time I contacted the chat was about a week ago, in connection with the repatriation, and they promised to return to the matter by email the same day, but there has been no message yet.

Vahvistin tilin samana päivänä kun tein kotiutuspyynnön, eli 30.9. Kotiutuspyyntöä ei pystynyt tekemään ennen kuin tili on vahvistettu. Käytin talletusbonusta ja sain sen kierrätettyä normaalisti. Chattiin olen ollut yhteydessä viimeksi noin viikko sitten, kotiutukseen liittyen ja he lupasivat palata asiaan sähköpostilla samana päivänä, mutta ei ole mitään viestiä vieläkään tullut.

Thank you Joona92 for all the information provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you Joona92 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Lucky Wilds Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

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.

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 Gaming Curacao Authority (complaints@gaming-curacao.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter