Lucky Wilds Casino - Player's withdrawal is pending for two weeks.

I initially won 10,000e, but I couldn't make a withdrawal because I wasn't able to upload a picture for verification. I noticed other players were having similar issues too, so I ended up playing back 7,000e. Now, I have been waiting for two weeks for a 4,000e withdrawal since the account verification. The customer service is not taking care of the matter even though they've made promises, and they're not handling the matter properly. My withdrawal is just pending.

Dear matiasharjunen123, 

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 to make sure I understand your situation completely.

Could you please confirm if you successfully passed the KYC verification?

When exactly did you submit your withdrawal request?

Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply. 

Best regards, 

Veronika

I went through the account confirmation of the withdrawal request for 2 weeks now and the customer service doesn't work at all

Could you please specify if your account is now confirmed? Have you provided all the necessary identity documents? When did you provide the last one? Has the casino approved any of them?

I have already confirmed my account a week ago and nothing has happened

I still haven't received my money and the customer service doesn't answer anything but the same all the time

Could you please help that they pay my money from there, customer service is no help at all

The customer service doesn't answer anything but the same thing all the time, I'm sure I won't even get money out of there

No emails are answered either

Could you please specify what the current status of your withdrawal request is? Has it been processed or do you still see it as pending? Please send me the screenshot of your withdrawal request here.

It is still in a waiting state and is not progressing anywhere

Thank you very much, matiasharjunen123, for providing all the necessary information. I will now transfer your complaint to my colleague Natalia (natalia.b@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.

Hi matiasharjunen123,

I've just reviewed your case and am sorry to hear about this issue with the withdrawal of your winnings. I will try to help you by contacting the casino. We'll see what can be done when it replies.

Dear Lucky Wilds Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Could you please share more information regarding the case? From the screenshots uploaded by the player, we can see that you've been conducting the account investigation, could you please specify when is it to be finished? Is it the only obstacle before processing the player's withdrawal request?

I'm looking forward to hearing from you. In case of any supporting evidence, feel free to send it to my email natalia.b@casino.guru.

Kind regards,

Natalia

Yes, the matter was promised last week to be processed within 3-7 days, again the same thing that they prolong my discharge and does not respond to e-mails, the customer service keeps saying things all the time

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.

They haven't paid yet

The withdrawal is still in the waiting state, the customer servants always answer the same, that they are waiting for the payment department's answer and have not received an update on the matter for 5 weeks now, the withdrawal has been in the waiting state, could you file a complaint with the licensor about this, I don't get any reasonable answer from them or they don't want to pay anyway

Dear matiasharjunen123,

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 or via the "Contact" button found on their website http://www.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 (natalia.b@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Natalia