The player from Finland experienced a delay in his €400 withdrawal. After successfully withdrawing €160 previously, his subsequent request saw no progress, despite having sent all KYC documents. The player received no confirmation or inquiries from the casino. Despite our best efforts to mediate and repeated attempts to contact the casino, we received no response. As a result, we marked the complaint as 'unresolved', which could have negatively affected the casino's rating. We recommended that the player contact the Curacao Gaming Authority for further assistance.
Lucky Wilds Casino - Player's €400 withdrawal is delayed.
Black points: 55
Amount: €400
Lucky Wilds Casino
Safety Index:LowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
3.9
Lucky Wilds Casino has a Safety Index of 3.9, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
9 months ago
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10 months ago
Translation
I made a withdrawal of €400 on February 1. I immediately sent the KYC documents and there shouldn't be any problems with them. I haven't received any confirmation or inquiries from the casino via email. In live chat (if it happens to be open) they just say that they will forward the message but nothing happens. I have made one withdrawal of €160 without any issues.
Automatic translation:
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10 months ago
Dear APUPAPPI,
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.
- When was the last time you were in contact with casino support?
- Could you please share a screenshot of your withdrawal request in your casino account?
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,
Tomas
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10 months ago
Translation
picture of lifting
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9 months ago
Thank you very much, APUPAPPI, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@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.
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9 months ago
Dear APUPAPPI,
My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Lucky Wilds Casino representative to join this conversation.
Dear Lucky Wilds Casino,
Could you please clarify, why the player's withdrawal has been delayed?
Thank you in advance,
Mirka
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9 months ago
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.
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9 months ago
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.
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9 months ago
I have tried to contact the casino repeatedly but had no success.
I’m afraid there is not much that can be achieved without cooperation from its side.
I will mark the complaint as "unresolved" in our system. 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 Curacao Gaming Authority (info@gaming-curacao.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (miroslava.d@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Mirka
Casino.Guru
