Lucky Boys Casino - Pelaajan kotiutus viivästyy eikä kommunikointi onnistu.

I live in Germany. I deposited funds there on October 2nd, 2025, including a bonus, wagered it, and wanted to withdraw. I uploaded the documents, and at least the chat confirmed receipt. Since then, nothing has happened. Zero communication. I don't understand the purpose of the chat support. All they can say is: "I've forwarded everything to the super manager, and he'll take care of it."

Wohnort Deutschland. Ich habe dort am 02.10.2025 eingezahlt mit Bonus, diesen umgesetzt und wollte auszahlen. Dokumente hochgeladen, wenigstens der Eingang der Dokumente wurde vom Chat bestätigt. Seitdem tut sich gar nichts. Null Kommunikation. Wozu der Chat da hockt, erschließt sich mir nicht. Die können nur einen Satz: Ich habe alles an den Supermanager weitergeleitet und der kümmert sich.

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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 better understand the situation.

• Have you made any successful withdrawals from the casino in the past?
• Can you check the verification status of your player's account or the verification status of the individual documents you submitted? Could you please share a screenshot of the situation?
• Have you accumulated your winnings with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Hello,

Thank you for your assistance. There has been no payout so far. The winnings were generated using the initial deposit bonus. Verification status cannot be checked. Screenshot attached. I have confirmation from the chat that the documents have been uploaded. Screenshot attached. Otherwise, all email addresses are unreachable; there has been no communication whatsoever.

Best regards

Hallo,

danke für die Bearbeitung. Es gab bisher keine Auszahlung dort. Gewinn wurde mit dem Ersteinzahlungsbonus erzielt. Verifizierungsstatus kann nicht geprüft werden. Screenshot anbei. Ich habe eine Bestätigung vom Chat, dass die Dokumente hochgeladen wurden. Screenshot anbei. Ansonsten sind sämtliche Mailadressen nicht erreichbar, Null Kommunikation.

Liebe Grüße

Dear katjaleesch,

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,

Tomas

Thank you 🙂

Dankeschön 🙂

Hello katjaleesch,

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. Note that this casino does not hold a proper license, so please be aware that the experience may not meet your expectations.

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 katjaleesch, 

I am sorry to confirm that since we haven’t received any response from the casino regarding the issue, we cannot continue with the complaint resolution process and are forced to close it as ‘unresolved’.

Usually, in order to reach any kind of agreement, all three parties (player, casino, and mediator) need to communicate closely. Unfortunately, this is not the case and we were left alone in our attempt to solve this issue.

Sadly, I couldn't be of more help, but bear in mind that closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review. 

The casino can reopen this complaint anytime.