Lucky Spins Casino - Player’s withdrawal is delayed due to account review.

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.

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

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.

Thank you very much, Slender7, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Slender7,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and although I can understand your frustration with the payout delay, especially taking into consideration that your account must have been previously verified and your gameplay checked; otherwise, you would most likely not have received the previous withdrawals, the casino team retains the authority to conduct a more detailed review of your gameplay in collaboration with the game provider, particularly given the unusual occurrence of two significant jackpots being won in such a brief timeframe, although I am of course not saying that luck was not on your side at that time. I will contact the casino to see if I can help.

We would like to invite Lucky Spins Casino to join the conversation

Dear Lucky Spins Casino,  

I understand and respect the necessity for comprehensive player verification and the review of gameplay by each casino. However, it appears that the player has submitted multiple documents, and the account review process has been extended over a considerable period. Could you please provide an update on when we might expect the conclusion of the review or when the player can anticipate receiving additional payments of their winnings? If there are any information that cannot be shared publicly, please forward them to me at michal.k@casino.guru

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.

Dear Slender7,  

I would like to offer you a brief update. I have made contact with the Lucky Spins team and am currently awaiting additional information. It appears that the situation is more intricate than initially anticipated. I will be extending the timer by an additional three days to allow for more time to identify an appropriate resolution.

Dear Slender7,  

I would like to provide you with a quick update. I have obtained some information from the casino team, and I have reached out to them with additional questions to clarify the situation. I anticipate receiving their responses shortly. I will keep you informed as soon as I have more details.

Hello Michal and Slender7,

I hope all is well with you.

Our operation team informed me that they have been trying to reach the player multiple times (via phone and email), but they did not succeed.

Finally, today the player reached back.

Regards,

Lucky Spins

I received 5 calls from an unknown number on 2024.12.06, with no unresolved calls, messages or emails for weeks before that (and come on, there were multiple ways, including email and SMS, to warn me beforehand that you wanted to dial me, I usually don't pick up such calls). Later the following email exchange happened (all the formalities omitted):

The casino Dec 9, 2024:

The responsible team, have been trying to reach out to you in the past couple of weeks over the phone, to resolve ​your case. Unfortunately we did not manage to do so.

Would you be able to provide us with a time slot during this week, when we can contact you and discuss the way forward?

Me Dec 10, 2024:

Sorry, I don't have a habit of picking up calls from unknown numbers - usually it's a waste of time.

Please specify the number you're going to be contacting me from? Is it +35841749****? 

Today (2024.12.10) after 13:00 GMT is good for me.

I also want to inform you that the call is going to be recorded, and I am only going to be answering questions regarding verification and responsible gambling. For all other questions, or if you are not happy with me recording the call, I would prefer to keep in contact with you via email.

Both the purpose of the call is unclear to me, and the means of communication chosen is suspiciously well known for leaving no hard evidence after, so I insisted on recording the call and only agreed on answering the essential questions relating to whatever other kind of verification the casino has unfinished. Looking forward to talking to the casino representative.

I'm happy to say that the casino and me have, fingers crossed, solved our dispute.

On Dec 10 the casino emailed me with the following information:

We apologise for the delay in responding to your query.

To ensure the security and integrity of our platform, all jackpot winnings undergo a validation process. During this process, discrepancies were identified in the game configuration, resulting in inflated jackpot wins being credited to your account. The amount credited exceeded the expected amount based on the game mechanics.

Due to the nature of this issue, the payout has been delayed until a resolution can be reached.

We are pleased to inform you that the investigation has been successfully concluded and we are now able to proceed with the payout of your winnings.

The withdrawal restrictions on your account have been removed and you may now submit a new withdrawal request for the full amount available in your account balance through Skrill.

Pending withdrawals will be paid to your Skrill account in accordance with previously agreed frequency.

Please do not hesitate to contact us in case of any additional questions.

I logged into my account - the balance was intact, and I was able to request a few withdrawals.

Finally, on Dec 12th I received the first four withdrawals totalling EUR 20000.

I'm satisfied with the outcome, however, the casino applies the withdrawal limit of EUR 5000 per day, EUR 20000 per week and EUR 50000 per month even to progressive jackpot wins, which is going to make my full winnings withdrawal a lengthy process.

Thank you, Michal and Veronika, for your help with the mediation. And thank you, Lucky Spins Casino, for your cooperation.

I believe that's great news, Slender7.

While I understand that your preference would be to receive the entire winnings in one go, we also share the view that there should be no limitations when it comes to winnings from a progressive jackpot. Nevertheless, the limit of EUR 50000 per month does not seem bad at all. This situation may be influenced by various factors, including the licensing authority, geolocation, agreements with payment providers, and banking regulations, all of which can significantly impact the process and are often beyond the casino's control.

I trust you will agree with me that the most important thing is that you will receive the winnings, and with this in mind, I believe we can consider this case resolved. If for some reason there will be some significant deviations from this schedule, please feel free to contact me directly at michal.k@casino.guru, and I will be happy to assist if needed. Regrettably, we cannot keep this complaint open until you have received all your winnings, as this may take some time. We also have to address the concerns of other players, which requires our resources to be allocated accordingly. I hope you can understand this situation. Please let me know if I may proceed to close this case as resolved for the time being.

I completely agree with you, Michal. The withdrawal limits are just a pinch of salt that was probably not even worth mentioning under the circumstances.

Hopefully no further complications arise. Thank you again for your help and please close the case as resolved.

Dear Slender7,

Thank you for your confirmation. We're glad to hear that our intervention helped to resolve the situation. We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time.

Best regards,

Michal

Casino.Guru