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Dear Illy,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that the withdrawal is still pending inside your account without being processed? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but more than a month is unusually long time.

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

Best regards,

Petronela

Thank you for your reaction

Tried to contact them again today via live chat and that what I heard from them and what I heard every day

Live Treasure: Since I see that your case has been forwarded to our finance department, you will receive an email response once settlement is complete.

Bedankt voor u reactie

Ik heb vandaag weeer geprobeerd contact op te nemen via live chat en dat wat ik gehoord heb van hen en wat ik elk dag hoorde

Live schat: Aangezien ik zie dat uw zaak doorgestuurd naar onze financiële afdeling is, ontvangt u een antwoord per e-mail zodra de afwikkeling voltooid is.

Thank you very much, Illy, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Lucky Wins Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep on trying.

These are the casino luckywins live chat confessions for today.

Unfortunately we don't have an update. For every recording process is the same. How long it takes also depends on the checking process, current withdrawal volume and banking process.

You will be notified by email for any update

Dit zijn de biechten van casino luckywins live chat voor vandaag.

Helaas hebben we geen update. Voor elk opnameproces is hetzelfde. Hoe lang het duurt, hangt ook af van het controleproces, het huidige opnamevolume en het bankproces.

U wordt per e-mail op de hoogte gehouden voor elke update

Hello Illy,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Lucky Wins Casino to join the conversation.

Lucky Wins, could you please provide an update on the status of the player's withdrawal?

Hello

I contacted luckywins online casino via live chat again and here is the answer.

Luckywins casino: As I can see there was no update yet, the status is still pending. Your payout will also be checked. I'll send a reminder about funding just in case. Don't worry, every procedure comes to an end

Hallo

Ik heb opnieuw contact opgenomen met luckywins online casino via de live chat en hier is de antwoord.

Luckywins casino: Zoals ik kan zien, was er nog geen update, de status is nog in behandeling. Je uitbetaling wordt ook gecontroleerd. Ik stuur een herinnering over de financiering voor het geval dat. Maak je geen zorgen, aan elke procedure komt een einde

Dear Illy,

There has so far been no response from the casino, I will attempt to contact them once more.

We would like to ask Lucky Wins 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Dear Illy,

I have tried to contact the casino repeatedly but without success. Since the casino has no license and doesn't refer to any ADR service, I’m afraid there is nothing that can be done without their cooperation.

I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints may help to change the casino's approach. I can only recommend you take a moment and read a review of each casino before you start playing in the future and only play in licensed casinos with a good rating.

I wish I could be of more help.

Best regards,

Adam