The player from Germany had requested a withdrawal less than two weeks prior to submitting this complaint. Their money had not been received yet. The issue was resolved as the player confirmed that the money had been transferred. The complaint was marked as 'resolved' in the system by the Complaints Team.
LetsLucky Casino - Player believes that their withdrawal has been delayed.
Amount: €1,600
LetsLucky Casino
Safety Index:Below averageSafety Index
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5.2
LetsLucky Casino has a Safety Index of 5.2, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
Public
Public
1 month ago
Translation
Hello,
Two days ago, I won an amount of 1600 euros after what felt like 500 deposits. I deposited normally with crypto and wanted to withdraw it with crypto again, as is usually the case. My account is verified, and there should really be no issues.
Then I was told that it never takes more than a day to confirm the withdrawal, but for me, it took over 30 hours until it was approved, and suddenly there were technical errors even though the withdrawal had been approved. I waited over 30 hours and went into the live chat to complain, and suddenly the withdrawal was approved, but I was told that the live chat can't authorize withdrawals. Everything that happened is questionable. I am asking for your help, thank you.
Automatic translation:
Public
Public
1 month ago
Dear Artonic001,
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.
Public
Public
1 month ago
Translation
Can you close the case, the money has been transferred!!
Automatic translation:
Public
Public
1 month ago
Dear Artonic001,
I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you.
As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues.
Thank you so much for your time.
Best regards,
Casino.Guru
