Lucky Crypto Casino - Player's withdrawal remains unresolved.

I applied for a withdrawal of $350 on November 1, but after a month, the money has not been withdrawn.

I also tried to apply for a withdrawal of an additional $200, but am unsuccessful.

Contacted the casino, no response.

Dear andandjonnyx, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask a few questions so that we can completely understand your situation. Have you been able to make successful withdrawals in the past? Could you please confirm if you have completed the KYC verification process? Additionally, were your winnings accumulated with or without an active bonus? 

We are committed to helping you resolve this issue as quickly as possible and I want you to know that we value your time and effort. Thank you for taking the time to share this information with us. 

Best regards, 

Veronika

KYC has been completed and withdrawals have been successful in the past.

By the way, it took a month even then, and I have filed a complaint here, so check back if you need to.

Thank you very much, andandjonnyx, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello, andandjonnyx!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

We have decided to extend the timer for 7 more days, as i seems like we are beginning to establish contact with the casino.

hello, andandjonnyx!

I have received the information from the casino representative, that your previous withdrawal has been paid and you can request the next one later today. Can you confirm that your last withdrawal has been processed?

The last withdrawal is currently pending.

The casino needs a good reason as to why the withdrawals have been delayed so long.

The mother company, SG International N.V., operates several casinos and should have plenty of money to spare.

Do I have to file a complaint here every time I want to make a withdrawal at this casino?

If it takes another month or more to request another withdrawal, it's not worth talking about.

Well, unfortunately, it is what it is. Everyone would be better, if withdrawals would always be processed on time, but we can do as much.

Please, let us know when you will receive the disputed sum in full or if your withdrawals will be declined.

A second withdrawal request was submitted.

Please explain properly why there is such a delay each time.

If you can explain that it is temporary, I will continue to use this casino,

If not, I would never recommend any SGinternationalNV casino to Japanese people.

andandjonnyx, have your withdrawals been received yet?

no

I will set the timer for 3 more weeks. Please, inform me when you will receive all your withdrawals.

No, make it a week.

It has already been two months since I applied for a withdrawal.

Casinos that do not explain properly need to be punished.

The money was safely withdrawn.

But if my guess is correct, I will be filing another complaint in 3 weeks.

So, has there any money left in your casino account or have you received all of them successfully?

All received.

If this withdrawal delay is not temporary I will file a third complaint in a month. I will see you at that time.

Dear andandjonnyx,

I'm happy to hear that you have received your funds. I will now mark the complaint as 'resolved' in our system. 

I thank you for your cooperation and patience, 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.

Also, I would like to thank the casino for their assistance with the issue!

Best regards,

Pavel K

Casino Guru Team