Lucky Heroes Casino - Player's withdrawal stuck due to self-exclusion request.

Hi, I submitted a withdrawal request more than 20 days ago for an amount of 350,000 clp via bank transfer. This was processed and approved by the casino. However, noticing that days were passing and the money was not being credited to my account, I contacted the casino multiple times. The only response I received was that this request has been escalated for manual withdrawal, and that the relevant department will contact me via email. Today, I can't access the account since I requested a 7-day self-exclusion, but the casino locked my account with no possibility of reopening. I'm not interested in reopening it, I just want the withdrawal to be processed.

Dear hbarzelatto55,

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 before? 
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate 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,

Kristina

Hello Cristina, first I want to thank you for your help with this, regarding your questions:

I have not made any successful withdrawals, in fact that was the first withdrawal requested, which was processed and accepted by the casino, in addition to the fact that during the first few days the people at the casino told me that the money had been sent to the payment provider. payments.and they had to investigate.

I have not completed the KYC verification since at the time of withdrawal in its "account verification" section it said that it was not necessary. Now I can't do it either since my window is closed.

Profits were accumulated without the use of bonuses.

Thank you very much again for the help

Greetings

Thank you very much for your reply, hbarzelatto55. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hello, the email with the required information has been sent.

Hello, today I contacted online support and they gave me the same response as the last few weeks. This is being seen by the finance department. I attach screenshots of the conversation

Thank you very much, hbarzelatto55, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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.  

Hello hbarzelatto55,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to see if I can help. Just to check, when have you requested the 7-day temporary self-exclusion? Was it on the same day you submitted the withdrawal request, or when was it?

We would like to invite Lucky Heroes Casino to join the conversation.

Dear Lucky Heroes Casino,

Can you please provide more information on why the player's withdrawal was still not received by them? If the information can't be shared publicly, please forward it to me at michal.k@casino.guru

Hello Michal, the whithdra request was sumited a couple days before. At the moment of resquesting the 7 days auto-exclusion, the whithdra was process an approve on the casino system and the online support informe that the money was on the provider that pays amd it may take up yo 5 days to be on my checking account. Aftel a while it is when this started becouse it never go transfer and the inverdtigation started, it suppos to be in the last stage of a manual process, but has beeng more than a month on the process

Helli, I just talk to custommer support and they resquest I send again my skrill information. I have sent it several times, on email and to the online customer service.

I sent it again and i have coppy you on the email

I have contacted the casino's online support several times and every time I talk to them they give me a different answer. That this is the last stage of the withdrawal, that my skrill account rejected the deposit, that they are working on the withdrawal, etc. All this on the same day with different agents

The truth is that I get the feeling that they are pure excuses and have no intention of making the withdrawal.

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.

Hello, just to add info, i have contact the casino last weem (again) and they ask me for my neteller inco which i gave them. I contact they today and the answer wad the usual, they place a request to the relevant department, i get thst answer every day for the last 40 days. It seemthey do not plan to.actually process and pay tje whidrow.

They did not even care to reply to this complain.

What other option do.i have to get my money?

Dear hbarzelatto55,

I've made contact with the casino representative, who assured me that their team is currently addressing your request. While I haven't received specific details regarding the cause of the delay, I remain hopeful that your withdrawal will be processed without further issue this time. I'll keep you informed of any updates as they arise, and I'm keeping my fingers crossed for a successful outcome this time around.

Thanks for the information. Today I contacted the casino again and the online support asked me again for my Skrill information (which I have sent to them by email on numerous occasions and through the online chat as well). I told them this and the answer is the same as always. "I should be patient and they will contact me." I really don't understand what the problem is. Initially this withdrawal was requested by bank transfer which was processed and authorized and never arrived and after this, the only information is that you have a little patience as it was escalated.

Hello Kristina, today I sent my Skrills information and a copy of my Chilean identity card to the casino again. The casino's online service is not helpful (it is always the same answer) "they will send a message to the responsible department." I copied you on this email so that if you contact them you have a record of the information provided (this is the 7 or 8 time I sent them the same information in the last 40 days)

Thank you very much for the help and I hope you can contact the casino since they give me the same generic response

Greetings

Hello, will it be necessary to file a complaint with the regulatory agency? How do you do that?

Dear hbarzelatto55,

Although I have been regularly in touch with the casino representative and they were looking after your case, apart from the fact that some information from their provider, Soft2Bet, was necessary, nothing really has changed. I have informed them that, although I understand that every casino has its own internal processes, but the delay in processing your withdrawal shows signs of intentional stalling, and we will be forced to close this complaint as unresolved. 

Sadly, even after I left the casino additional time to escalate this case, no progress has been made, and I will be closing this case as unresolved. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the casino gaming authority, Curaçao Antillephone N.V. (complaints@gaminglicences.com).

The Gaming Authority might have more options and tools to help players. Please let me know how they responded (michal.k@casino.guru) or if and when the casino has eventually processed your payment. I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru

We’ve reopened this complaint at the request of hbarzelatto55. We have received the following email from the player:

„Good morning, I open the complaint to inform you that after many emails and chat conversations, the casino transferred the withdrawal to my Skrill wallet today.

Thank you very much for the help"

We are glad the player has finally received their winnings and we hope all your future withdrawals will be processed without any unexpected delays.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino, and we will try our best to help.

Best regards,

Michal

Casino Guru