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I have been trying to withdraw my winnings from my account since the 9 Jan 2025. It keeps getting declined with no explanation. I have talk to live chat on the web site but there only tell me to check that chrome is update. Clear catch. Try different payment method and even yours private mode on browsers. Done all them and still nothing. Even try email customer services but address does not work . Tried to download documents to this email but will not work

Dear clivelindsell,

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.

Dear clivelindsell,

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.

I have not received the money. It keeps getting declined with no explanation. I have talk to live chat with no help even email them still no reply

Thank you clivelindsell for all the information provided. I will now forward your complaint to my colleague Mirka (miroslava.d@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear clivelindsell,

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

Dear MidasLuck Casino,

Could you please provide clarification regarding this case?

Thank you in advance,

Mirka

Hi mikra the problem i got is I being trying to withdraw my money since the 9 January and it keeps getting declined with no explanation. I talk with the customers services but no help. I done everything there said,my account is verified. I even try drawing out the amount I despoit . try all my different payments method but still no luck

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 clivelindsell,

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. 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 might 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. In the meantime, I recommend you contact the Comoros Gaming Authority (https://anjouangaming.com/submit-dispute/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (miroslava.d@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Mirka

We’ve reopened this complaint at the request of MidasLuck Casino. We received information, that the withdrawal has been cancelled by the payment provider, and then played down by the player.

Dear clivelindsell,

Could you please confirm, the withdrawal amount has been used up for gameplay?

Dear clivelindsell,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.