Lucky Spins Casino - Player's refund is delayed after self-exclusion.

I self excluded myself from the casino for not obvious reasons. When they closed my account I had 899 still in my balance and they Said it would be returned to me promptly once I had given my bank statements. They had multiple problems with my bank statements and kept on making me resend them. NOTE: Screen shots do not count for them so if you play in the middle of the month you need to wait weeks until the relevant "official" bank statement is actually issued by your bank. (I'm talking at least 10 times with a day in between each time the would ask) Then they told me the funds were given back but they were not. Then they said oh sorry we put down the wrong transit number for you bank. And then they told me that they put the money back on a completely different card (my credit card) which still did not happen. So I asked again over multiple days and all they said was that they had escalated it. Then they ask me for a bank statement from an account number that does not even exist. I asked if there was a number i could call and they said not they only do chats and emails (red flag no doubt) and they just say sorry. So anyways super stressful company to deal with and I still do not have my issue resolved at all. Still waiting on a reply and still waiting on my funds. It has been about a month now of constantly hounding them about it, just to be told oops, give us more bank statements that we will reject. Also don't think that you will be dealing with one agent. It is always a different person emailing me which probably adds to the delay because you have to re explain your situation over and over and over and over again to multiple people. NEVER PLAY AT THIS CASINO THEY DO NOT CARE AND WILL MAKE IT SO HARD TO GET HELP AND WILL NOT OWN UP TO THEIR MISTAKES AND RESOLVE THE ISSUE.

Dear emmamufaasa,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

• Do I understand correctly that your payment is still pending inside the account without being processed or it has been processed but never reached you?
• Could you please specify how many days ago was your refund requested?
• Was your account successfully verified already?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Dear emmamufaasa,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.