The player from Georgia faces issues withdrawing winnings from Lucky Spins Casino after winning two Mega jackpots. Despite passing extensive verification, the payouts stopped after the second win, and all withdrawal requests were canceled. The casino's support team claims the account is under review, but no additional document requests have been made over the nearly month-long delay.
Lucky Spins Casino - Player’s withdrawal is delayed due to account review.
Amount: €313,489
Lucky Spins Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Case opened
Current status
Waiting for Casino Guru to reply
3d 20h 24m 14s
Case summary
2 days ago
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3 days ago
I registered an account with Lucky Spins Casino in May 2024. Since the opening of the account, I have played Divine Fortune slot twice, where I won the Mega jackpot on both occasions (please see the links below).
Divine Fortune Mega jackpot win on 2024.07.10: https://youtu.be/C4BzTaplNy8
Divine Fortune Mega jackpot win on 2024.10.11: https://youtu.be/czWGnMt2EzI
I had passed extensive verification procedures before the Casino started paying out the first jackpot winnings. However, the payouts halted immediately after I won the second jackpot on 2024.10.11, and all my withdrawal requests were subsequently cancelled. The Casino Support claims that my account is under review and further checks are needed. Unfortunately, no additional document requests followed, and this process has already been taking nearly a month, which is way too long.
I hope for your assistance in solving this issue.
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3 days ago
Dear Slender7,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.
Could you please clarify which documents the casino requested from you after each of your jackpot wins?
Has the casino paid you the full amount of your first jackpot winnings or only a portion?
Additionally, could you confirm if you have played any other games at this casino besides Divine Fortune?
To aid in our investigation, please forward any relevant communication between you and the casino to my email at veronika.l@casino.guru.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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3 days ago
Hello Veronika. Thank you for your reply. All the message exchange between me and the casino, as well as all the documents I had sent to them, have been forwarded to your email.
I provided the casino, as requested, with:
- passport photo;
- selfie with a passport;
- bank statements for address confirmation (multiple times, because the casino kept being dissatisfied with something);
- brokerage statement for the Source of Funds confirmation;
- bank card photos, front and back (at first I attempted to deposit from my bank cards, but the deposits failed, probably due to my banks' policies on gambling transactions, still the casino requested the photos of the cards);
- card validity letter from the bank;
- bank statements to prove cards validity.
I only had two gaming sessions in LuckySpins casino - both of them were high stakes Divine Fortune play.
The casino had paid EUR 140k before I started playing the slot for the second time. I had to cancel all the remaining withdrawal requests and deposit EUR 32k back before I hit the jackpot again.
Casino Guru is examining the case
Veronika is currently out of office or on vacation. It is possible that they will not be able to respond to this complaint as quickly as they normally do. Thank you for understanding.
