Lucky Crypto Casino - Delayed withdrawal in virtual currency for the player.

I submitted a withdrawal request in USDT on September 11, but it has not been withdrawn after a month.

The casino is making the excuse that it takes time to process withdrawal requests due to the high volume of requests, but one month is crazy.

(The advantage of virtual currency is that withdrawals are easy)

Dear andandjonnyx,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Have you made any successful withdrawals from the casino in the past? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

I have never withdrawn money from the casino.

KYC has passed.

Have you accumulated your balance using a bonus in the casino?

Could you please send me the communication from the casino citing 'high volume of requests'? Post screenshots here or send me the communication via email at tomas@casino.guru

I do not know.

I will submit a screenshot of the communication from the casino.

Thank you very much, andandjonnyx, for providing the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hi andandjonnyx,

I've just reviewed your case and am sorry to hear about this issue with your withdrawal request. I will try to help you by contacting the casino. We'll see what can be done when it replies.

Dear Lucky Crypto Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? Would you please specify when can the player expect their withdrawal request to be processed from your side?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

I just received a call from the casino.

They said I can withdraw the money tomorrow.

Hello!

I hope that you're doing well!

We apologize for the delay but finance department was dealing with a lot of requests that should be confirmed. I would like to let you know that your request is confirmed so maximum until tomorrow you will receive your winnings. Congratulations!

Let us know if you have any questions.

Greetings,

Kate / Support Team

Dear andandjonnyx, thank you for the updates. The casino representative contacted us in regards to your complaint and informed us about the payment having been processed.

Please, let me know as soon as your winnings are credited to you.

Best wishes,

Natalia

Deposit has been confirmed.

But does this casino take a month to withdraw every time?

I think it would be better to give up the operation if it is in such a state.

Dear andandjonnyx,

I'm sorry it took so long. However, I'm glad to hear that your issue has been finally 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,

Natalia

Casino.Guru