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Withdrawal of €3,800 stalled - Unjustified Rejections & Removal of Payment Methods

I won approximately €3,800 on a Hacksaw Gaming slot at Luckymax Casino in early January 2026. Since then, the casino has been using stalling tactics to prevent me from withdrawing my winnings.

1. Withdrawal Rejections & Removal of Payment Method: I originally deposited via Credit Card (VISA) and tried to withdraw to the same card.

Jan 04, Jan 05, Jan 07: Withdrawal via Credit Card rejected without reason.

Sudden Change: After the 3rd rejection, the casino removed the Credit Card withdrawal option entirely from my cashier.

I am now forced to use "Bank Transfer", even though I never deposited using this method.

Since then (Jan 08, Jan 10, Jan 11, Jan 12), my Bank Transfer withdrawals are also being rejected daily.

2. Verification (KYC) Confusion: To speed up the process for the forced Bank Transfer, I uploaded my verification documents proactively. On Jan 06, I received an email from Luckymax (promo@luckymax.promo) stating: "This document is not required, thank you." and rejecting the upload. This is contradictory: They force me to use a new method (Bank Transfer), refuse to verify my documents for it because they are "not required", but still refuse to pay me out.

3. Lack of Support:

Live Chat: The chat support is unresponsive. Agents (e.g., "James") join the chat, paste a standard phrase, and immediately close the conversation.

Email: No helpful response.

Game Provider: I contacted Hacksaw Gaming, but they cannot intervene.

Current Status: I have not played with the winnings. My balance is fully available for withdrawal (currently in "Pending" status via Bank Transfer). I request Luckymax to stop stalling and process the payout immediately.

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.

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Dear k1am89,

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

Dear Complaint Team,

Thank you for your reply. I fully understand the standard policy regarding the 14-day waiting period for processing.

However, this is NOT a case of a delayed processing. My issue is that the casino is actively rejecting/cancelling my withdrawal requests on a daily basis without providing any valid reason.

Why the 14-day rule does not apply here:

Daily Cancellations: The funds do not stay in "pending" status. The casino cancels the withdrawal every 24-48 hours and returns the money to my player balance (see provided screenshots). I am forced to re-request it immediately. This resets the timer constantly.

Removal of Payment Method: After my initial requests, the casino removed my deposit method (Credit Card) from the cashier entirely. I am now forced to use Bank Transfer, which they also reject daily.

Impossible Verification: I tried to verify my account to solve this, but the casino rejected my documents stating: "This document is not required".

If I simply "wait", the money will just sit in my player account because the casino cancels the payout request. They are actively preventing the withdrawal process from even starting.

Please look at the "Transaction History" screenshot I uploaded. It shows a pattern of immediate rejections, not processing delays. I kindly ask you to intervene because this is a deliberate loop to prevent the payout, not a normal delay.

Thank you.

Dear k1am89,

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.

Dear Karla,

Unfortunately, no. I have NOT received my winnings.

The situation remains exactly the same as before:

Luckymax has not paid out a single cent.

My balance of €3,801 is still on the player account (or pending withdrawal).

The casino continues to stall and provides no valid reason for the delay.

I have been patient, but nothing is moving. I kindly ask you to intervene now and contact the casino representative to find out why they are refusing to pay out my legitimate winnings.

Thank you for your help!

Best regards,

Maik

Dear k1am89, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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

Karla

Hello Karla,

Thank you for your follow-up. I am happy to answer your questions to clarify the situation:

1. Have you ever made successful withdrawals? No. This is my first withdrawal attempt at this casino. I have never received any money from them.

2. Can you confirm that you have passed the KYC verification? This is exactly where the casino is stalling. I tried to verify my account proactively by uploading my documents. However, the casino rejected my documents with the email message: "This document is not required, thank you." So, I am in a trap: They refuse to verify my documents stating they are "not required", but they also refuse to process my withdrawal.

3. Did you win with or without an active bonus? I won with Real Money. There is NO active bonus on my account. My balance is fully withdrawable cash (Locked by bonus: 0 EUR).

4. Did you play casino games or sports betting? I played Casino Slots (specifically games by the provider "Hacksaw Gaming").

5. Communication with the casino: Since the live chat usually closes immediately or gives bot responses, I do not have extensive chat logs. Regarding the screenshots: Please note that I had already uploaded these screenshots when I opened this ticket. 

I hope this helps to speed up the process. I am fully cooperative, but the casino is blocking every step.

Best regards,

Maik

Dear k1am89,

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 Barborka, barbora.p@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,

Karla Mayfly

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite LuckyMax Casino representative to join this conversation.

Dear LuckyMax Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

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. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

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 could 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.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Barbora