The player's withdrawal is delayed for a month. The issue has been resolved successfully.
I requested a withdrawal on 08/03 and today we have 12/04 so over 1 month I'm waiting for my withdrawal of 1408 euros.
Hello pippibundi88,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Lucky Crypto Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
Yes, my account has been verified for a long time. I used my winnings with a bonus for about 1 year or more and I read the bonus conditions and did nothing wrong. The last time I was in the chat was on 12/04 and asked how long it would take and then she said she hopes this week, but they've been telling me that for 2 weeks.
Thank you pippibundi88 for all the information provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Hello there,
Thank you pippibundi88 for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Lucky Crypto Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.
Thank you!
Unfortunately I don't have an answer to that why it's taking so long I was told you had a lot of high deposits that's why it's taking so long but it's almost 6 weeks now
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.
I don't understand why it's taking so long, you can't tell me how long it's going to take and it's now 7 weeks.
Dear pippibundi88, I have been in contact with a casino representative and was informed that you should be payed next week. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.
Thank you in advance!
Ok, let's see what happens, so nothing has happened up until today, they told me tomorrow, that is Tuesday
Ok something happened now😀😀😀 now it's on processing they told me max tomorrow I have the money😃
Dear pippibundi88,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, pippibundi88, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time.
Best regards,
Peter