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