Hand of Luck Casino - Player claims that payment has been delayed.

Deposited with my Mastercard. Won a jackpot and then tried to withdraw funds. Which can only be €400 a time. Request to go back on my Mastercard they said it takes 36 hours which I think is long. after 72 hours nothing. They told be I had to open a bitcoin account as they have trouble paying back into Mastercard even though they are happy for you to deposit. Emails/phone calls saying be patient. But still nothing.

Dear Jazzfunk,

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 Jazzfunk,

Have you received your withdrawal from the casino yet?

All sorted thank you

Dear Jazzfunk,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru