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On Tuesday, March 2, 2025, I won 1 million in a jackpot game. When I wanted to withdraw the money to my astropay account, where I had already withdrawn much smaller amounts before, it asked me for account verification, and a week has passed, just sitting on the screen without even letting me access the support section to find out how long it takes.

El día martes 2 de marzo del 2025, gane 1millon en un juego de jackpot, al querer realizar el retiro del dinero a mí cuenta de astropay, donde ya había retirado montos muchos más chicos antes, me pide la verificación de cuenta, y ya ha pasado una semana que solo queda en la pantalla sin dejarme siquiera acceder a la parte de soporte para saber cuánto tiempo tarda

Dear anahibelsun,

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 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 by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Hi, thanks for responding. The thing is, I was able to access a support email I found on Google from the same casino, and I sent them an email.

They answered me like this:

Hi Anahi, our fraud department asked us why there is so much variation in the IP addresses used.

Well, it indicates that you are trying to circumvent the system by making it think it is a different identity, please be as detailed as possible.

That the truth

It doesn't make sense, since at home I have 2 internet networks (Internet Plus, one is 2.4GHz) and the other is (5G) then I have played with my parents' Wi-Fi internet which is from the Megacable company, which also has 2 networks (one is a Wi-Fi extension since the house is big) and anywhere since I accessed using my cell phone data that the Personal company provides me.

I've sent you that in response, and I don't know what the real problem is. I've never had a problem with other withdrawals of $100,000 or less. I hope you can help me.

Hola, gracias por responder, el tema es que pude acceder a un mail de soporte que encontré en Google del mismo casino, y le mandé un mail.

Me respondieron esto:

Hola Anahi, nuestro departamento de fraude nos mandó preguntar la razón porque hay tanta variación en los IPs usados?

Pues indica que est tratando de burlar el sistema haciéndole pensar que es una identidad diferente, por favor sea lo más detallada posible

Que la verdad

no tiene sentido, ya que en mí domicilio tengo 2 redes de internet (internet plus, que una es de 2,4ghz) y la otra es (5g) luego he jugado con el internet wifi de mis padres que es de la compañía de megacable, que también tienen 2 redes (una es una extensión wifi ya que si casa es grande) y en cualquier sitio ya que accedía usando los datos de mí celular que me los brinda la compañía de Personal.

Le he mandado en respuesta eso, y no se cuál realmente sea el problema, con otros retiros de $100.000 o menos, nunca hubo un problema. Espero me puedan ayudar.

Dear anahibelsun,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello, no, I have not received the money, nor the account verification, it continues as before

Hola, no, no he recibido el dinero, ni la verificación de cuenta, sigue como antes

Hi, it's been 14 days and it still appears like this.

Hola, ya han pasado 14 días y todavía me sigue apareciendo así



Dear anahibelsun,

Would it be possible to forward all the conversation between you and the casino related to this case to [email protected] for further review?

Awaiting you response.

Regards,

Nick

Hello, I have already sent everything to the email you left me in response, I await your message.

Thank you

Hola, ya le he mandado todo al mail que me dejaron en respuesta, espero su mensaje

Gracias

I have already contacted the email you gave me but I have not received a response yet.

Ya me he comunicado con el mail que me pusiste pero no tengo respuesta todavía

Dear anahibelsun,

You have forwarded only screenshots which you have shared before previously.

I have requested the communication between you and the casino (emails, live chat).

Please forward it as soon as possible so we can proceed in resolving the matter.

Awaiting your response.

Regards,

Nick

Hi, I've already sent you the email.

I also put it here

That was all the conversation I was able to have with casino support, since they haven't responded to me since. A week ago, I sent them another message writing this.

Again, with no response, the account verification status on the page continues to appear first, with the status "Processing." I'm not allowed to make any further actions on the page.

This started on April 8th. And now the month is ending, and it's still the same.

Hola, ya le he enviado el mail.

También lo pongo aquí

Ese fue toda la conversación que he podido tener con el soporte del casino, ya que después de eso no me han vuelto a responder, y hace una semana le vuelvo a enviar mensaje escribiéndole esto.

De nuevo sin respuesta alguna, en la página sigue apareciendo en primera la verificación de cuenta en estado de : proceso. Sin dejarme realizar ningun otro movimiento dentro de la página.

Esto empezó el 8 de abril. Y ya está terminando el mes y sigue estando de la misma manera.

Thank you anahibelsun for all the information provided. I will now forward your complaint to my colleague Michal ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Good afternoon, do I have to email him as well? Or will he contact me directly? I contacted them via Telegram, but there was no response either (this was on May 5th) and also via Twitter (the same date), with no answer at all. And I still can't access the page because the account is being verified. In two days, it would be a month. And they haven't given me any answers as to why it's taking so long.

Buenas tardes, tengo que enviarle mail a el también? O el se comunicará conmigo directamente? Me comunique con ellos vía telegram, pero tampoco hubo respuesta (esto fue el 5 de mayo) y también vía Twitter (la misma fecha) sin respuesta alguna. Y sigo sin poder ingresar a la página debido a la verificación de la cuenta, ya en 2 días sería un mes. Y no me dan respuestas del porque tarda tanto.

Hello anahibelsun,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter.

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

Dear Lucky Wolf Casino,

I kindly request clarification regarding the reasons for the player's verification status still being pending. Furthermore, could you please inform us of any additional requirements, if any, that the player must fulfil to complete the verification process and enable the player's withdrawal? If there are any confidential factors affecting this matter, please feel free to share them with me at [email protected].

The player was previously asked to provide additional information. It appears that our message was mistakenly filtered into their spam folder. However, the matter has now been clarified and successfully resolved.

The issue has now been resolved. Many thanks to the forum and Luckywolf for letting me know that I could now access my account.

El asunto ya se a solucionado, muchas gracias a los del foro y a Luckywolf por comunicarme que ya podía acceder a mí cuenta.

Dear Lucky Wolf Casino,

Thank you for your response. I'm glad to learn the issue has been resolved.

Dear anahibelsun,

Thank you for your confirmation. I am glad that our involvement played a role in resolving the situation.

We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Centre. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Michal

Casino Guru