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Dear OnLuck Casino Support Team,

I am writing to formally complain about an outstanding withdrawal of £220 that I first requested on 27 December 2025, which I have still not received.

To summarise the issues:

On 27 December, I attempted to withdraw via bank transfer. The withdrawal remained pending for three days with no update.

I contacted live chat to investigate, but the agent provided no meaningful assistance and advised me to try again later due to "technical difficulties."

I attempted another withdrawal the following day, which was rejected, and I received an email instructing me to contact support for more information.

After contacting support again, I was told there were still technical difficulties and that I should try a different withdrawal method.

On Thursday, I withdrew the funds via cryptocurrency. Despite being advised that processing takes up to 48 hours, this timeframe has now elapsed and I have still not received my money.

I am extremely disappointed with both the lack of communication and the repeated technical issues, as well as the unhelpful responses from live chat agents. This situation is unacceptable.

I am requesting that this withdrawal be processed immediately or that I receive a clear and accurate explanation for the delay. If this matter is not resolved promptly, I will be considering closing my account and escalating this issue further.

I expect a response as soon as possible.

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.

Dear mrkrm,

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 mrkrm,

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 Player and CasinoGuru Team,

Thank you for bringing this matter to our attention.

We would like to provide some additional clarification regarding your withdrawal request. Unfortunately, during the end of December, there were technical issues affecting some withdrawal methods, including bank transfers. Our support team informed you about this situation and suggested using an alternative withdrawal method in order to avoid further delays.

Player later selected cryptocurrency as the withdrawal method. Please note that the crypto wallet address was fully verified on January 4th, which is a standard security procedure required before processing such withdrawals. After the verification was completed, the withdrawal could proceed. However, shortly thereafter, the withdrawal request was cancelled from the player's side, and player informed us of their wish to close your account.

We sincerely regret that these circumstances resulted in an unpleasant experience and apologize for any inconvenience caused. We understand your frustration and truly appreciate your patience during this period.

This is not the level of service we aim to provide, and we truly apologize for the inconvenience caused.

Kind regards,

OnLuck Casino Team

Dear mrkrm,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru