Lucky Wilds Casino - Player’s winnings haven’t been received yet.

The repatriation of 4,000 euros got stuck 5 days after I sent the necessary documents. The confirmation department has not responded to a single email, the customer service always gives the same answer that you just have to wait for them to confirm the account. After 5 days, it's starting to get a little frustrating.

Dear santtuk,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Yesterday they said that the money has been put into payment, but the withdrawal is still in the "waiting" state for account transactions. I asked for a certificate that the money was paid, I still haven't received it.

Since when is it completely normal for a processed withdrawal to be found in account transactions in "Pending" mode?

3 days after they said that the money will appear in the account after 2-3 days...

This is what it looks like in payment transactions. No one answers me why. They said that the money was paid on March 14, 2023, today March 17, 2023 still seems to be in the process.

Now they are trying to put the payment intermediary (Astropay) on the hook. Pretty suspicious activity from luckywilds casino.

14.3. since every day they have said that the money has been paid and to wait a little longer. Now 18.3. it is said that the money has not been paid yet. Could you please contact them, I'm running out of patience.

And more waiting...

Yesterday they told me this:

And this is what they are saing today:

Today, the withdrawal was returned to the game account due to a "technical fault". They asked to do the withdrawal again.

When making a withdrawal, it appeared that Astropay is no longer a withdrawal option, although I have made previous withdrawals with it. And I made the deposit using astropay.

You can still find Astropay among the deposit options.

Please help me, I'm starting to lose faith.

I don't have any of those three withdrawal methods. And I wouldn't be able to withdraw with them anyway, because I haven't deposited with them. Since yesterday, the customer service has said that the financial department will get back to the matter by email. During these two weeks, I have not received a single email from the financial department or customer service.

Dear santtuk,

Have you received your withdrawal from the casino yet?

I have not got. The withdrawal was canceled yesterday due to a "technical fault" and on the same day the withdrawal option that I have used was removed. I hear they are looking into the matter, but during these two weeks a lot of things have been "figured out", but nothing has happened. Back at the start screen.

It seems strongly that Lucky Wilds Casino tries by all means to avoid paying out winnings.

Last night I was able to make a withdrawal using Jeto's method, after I had first made a deposit.

The website promises that Jeto withdrawals will be processed in a maximum of 3 hours. Now 15 hours have passed since the repatriation and nothing has happened.

Now that doesn't work either, the money was returned to the game account again. Jeton does not work, they ask to make a withdrawal with Astropay, but it is no longer available. An incredible mess. Can you contact the casino?

Now I got the money repatriated, finally. This discussion can be concluded.

Dear santtuk,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Kristina

Casino.Guru