Lucky Days Casino MX - Pelaajan kotiutus näyttää hyväksytyltä, mutta se on viivästynyt.

The withdrawal appears as approved, but I haven't received the money, even though the indicated waiting time has passed.

The method used was Spin by OXXO (STP CLABE), and so far the casino has not provided me with a tracking number or clear confirmation of the transaction, nor has it reprocessed the payment.

El retiro aparece como aprobado, pero no he recibido el dinero, aun cuando ya pasó el tiempo de espera indicado.

El método utilizado fue Spin by OXXO (CLABE STP), y hasta el momento el casino no me ha proporcionado clave de rastreo ni confirmación clara del envío, ni ha reprocesado el pago.

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 that, do not share any information.

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

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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 the 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 within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Dear ElMamasito,

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.

It hasn't been resolved yet because it appears with a different CLABE account number as the destination, with the same name as the owner on the bank card and the account registered on Lucky Days, but it doesn't actually belong to me. When I search for the account at the bank, someone else is registered, and it's not me.

No aun no s sido resuelto ya que aparece con otro número cuenta clabe como destino con el mismo nombre del propietario en la tarjeta bancaria y en la cuenta registrada en Lucky days pero no pertenece a mi e realidad al buscar la cuenta ya en el banco aparece registrado alguien más el cual no soy yo

Thank you for the clarification.

Regrettably, we do not handle matters related to cybercrimes. If your possessions have been stolen and subsequently misused, this falls under the jurisdiction of the police and your bank, rather than a mediator like us. Kindly recognize that we lack the legal authority and resources to conduct investigations or pursue prosecution of any potential culprits. Our perspective is that the responsibility for this crime lies with the individual who committed it, not with the casino. 

Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.

Best regards

Veronika

Casino Guru