Lyracasino leaves me in the dark payout

Hi. Found Lyracasino through Casinoguru. 303 euros paid out. Ask if you want the documents for verification. No Answer. Also the next 3 emails. No Answer. I then came across a post here in the forum from a Finnish player who experienced exactly the same thing. Lyracasino doesn't seem to be responding to emails. If I'm right Lyracasino belongs to a group of very well rated casinos here on Casinoguru. Dear Casinoguru team, you are in contact with the owners or managers of the group around Happyspins (9.8 rating), which is rated well. Can you ask why you apparently categorically do not offer any support? And thus let their players down? I can already see myself making the next complaint. But wait a little longer. Anyone had similar experiences with Lyracasino?

Hi, I'm sorry to hear about the negative experience you have with a casino that's rated well on our website. I'm wondering, when did you send them the first email out of the 3?

Hi. Just 24 hours ago. That's why I'm still cautious with my personal assessment. But a little sign of life from Lyracasino if they want documents or when you can expect a payout. Would be great. And above all support. As I said, the Finnish player has not received an answer for 3 days. That's how I feel right now 😂

That's what I thought. 24 hours is nothing and you also sent 2 more emails since then. Just give them some time to reply and if you're impatient, you can always try the live chat that I found there.

There are numerous casinos where the verification takes 2 weeks, which is quite a lot according to me, but if you manage to get verify within a week, which is still possible, then I'd say it's fine.

Hi. There is no live chat😂. That's the problem. It says: Leave a message. And as I said, I wasn't asked for any documents. I have no information from Lyracasino at all. Unfortunately . Besides, two weeks is totally unacceptable. At most 1 week until payment. Other casinos do it in a few hours too. Then why should others need 14 days? regards

Honestly, I don't know why some casinos need two or even more weeks to complete the verification process. Some players say it's because they try to delay the withdrawal and hope you lose the money while waiting, but I rather think it's because they don't have enough human resources so everything takes too much time.

If it's the staff, a casino should communicate a schedule and then stick to it. Any player would understand that. I'm sure The problem is a general one. We players can't afford a single mistake. Maxbet - verifications-banned games etc. And the casinos often don't stick to their own T&Cs. example straight. Lyracasino asked me for documents an hour ago. Although I already sent it yesterday. Means they just didn't read my emails from yesterday. But the best thing about Lyracasino is the terms and conditions: KYC required for a deposit of 2000 euros. But I have only paid in 50 euros. Just a small example of this. The terms and conditions only apply to the players😂

Yeah, I completely understand this. It's clear they didn't read your email. I remember that when I worked as a customer support agent in a casino, we always checked everything we received from the player just to make sure that we wouldn't ask for something we already have.

Apparently, the person who asked you for the documents didn't do it. There are casinos where you can verify by uploading your documents into a special form and they're verified automatically. I'd say that's the most convenient way.

Generally speaking, casinos always remain silent even thought they've got some issues. It can simply happen to you that you're suddenly short of staff, because someone was fired, another person got sick, another is in quarantine etc. They usually don't give you any info and they just repeatedly ask you to wait.

Then just say it. We have staff shortages due to illness. All processed in 72 hours. complete

Yeah, I never understood why it's so complicated to say it. I feel like the lack of transparency towards players is a big issue of the whole gambling business. There are cases where players are asked to send documents and the casino says: "this couldn't be accepted". But the player doesn't know if the image is a low quality one or what's exactly wrong about the previously sent image etc.

I know it's difficult, especially when you win, wait for the money, but nobody reacts to your messages, but the generally strategy should be to keep waiting and remind yourself once in a few days. In most of the cases, your account will eventually be verified and the withdrawal approved.

Then you can decided if it was an OK experience or not. If not, you can grab your winnings and look for another casino. There are plenty you can choose from.

Yes, that's right. I just go by the reviews from Casinoguru. And I'm still disappointed again and again. Like now from Lyracasino. That's really sad.

I know it's disappointing, but it still doesn't mean you've been scammed. I hope you'll eventually get your winnings. Just make sure you don't lose the money before you manage to withdraw them!

I know this is an old post, but I'm a new customer on Lyracasino and now have withdrawals waiting to be processed. Could wennertom tell me whether or not he got his money in the end? I found Lyracasino through casino.guru and the high rating convinced me, but I'm a little scared now.

Hope I'm not breaking any rules by bumping up this post.

Hey there.

Don't worry, this is the forum and all questions are welcomed. 🙂

Just a small hint, you should ask the member wennertom directly by using the reply button, it provides the recipient with the notification and increase your chance of getting an answer sooner.:

May I know what makes you worry about your worried? What seems to be wrong?