The player from Germany had been waiting for her withdrawal to be processed for three weeks before submitting the complaint. She received her winnings two weeks later. The complaint was closed as 'resolved'.
Lucky Wins Casino - Player’s withdrawal has been delayed.
Amount: €5,000
Lucky Wins Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Hi there,
I am very unhappy. On 08/08/21 I won 5,000 euros at Luckywins.io. Since then, I've been waiting for the payout.
So far I've already won 700 and 1,400 euros and had to wait 8-15 days for the payout. 24 days now. The support kicked me out of the chat and referred to a confirmation email, after which payouts take 7-21 working days.
I never received these emails and the website also says 24-48 hours and super fast payout.
I am absolutely stuck and I am afraid that I will not be paid out! Can you help me or give me a tip? thanks
Automatic translation:
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2 years ago
Dear Daniela,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your payment is still pending inside the account without being processed due to incomplete account verification?
Have you been informed what specifically seems to be a problem in verifying your account?
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious casinos takes KYC lightly and it might take a few working days to complete this thorough process.
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,
Petronela
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2 years ago
Translation
Thanks for the answer.
No, my account is verified and I've already received a payout twice. I just keep getting informed that my payout is being processed. The payout can take up to 21 working days, as everything is checked individually each time. The finance department does this and is separate and inaccessible, which is why you cannot influence the payout.
In my account overview, the status has been "In progress" since 08/09/21.
Edited
Automatic translation:
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2 years ago
Thank you very much, Daniela, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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2 years ago
Translation
Today I asked again how things are. I saved the history. Unfortunately there is nothing new yet.
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Automatic translation:
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2 years ago
Dear Daniela,
I’ll be taking care of your complaint from now on. I’ll contact the casino and try my best to resolve the issue.
I would like to invite Lucky Wins Casino team to join this thread.
Dear Lucky Wins Casino,
Can you please indicate the current status of Daniela’s withdrawal?
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2 years ago
We would like to ask Lucky Wins 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’.
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2 years ago
Translation
I tried again to get information via the chat, but they always tell me that they are only service providers and cannot do anything for me. There would be too many inquiries and the finance department would reserve the right to extend the processing time! I should have patience and trust!
Automatic translation:
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2 years ago
Translation
Update:
As of yesterday, my payout is complete.
The last two times I received the winnings via real-time transfer and then the process was completed.
Unfortunately, I have not yet received any money. I don't know how long this will take.
Edit: My profit has arrived. Many thanks for the help.
Edited
Automatic translation:
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2 years ago
Thank you, JuneCarter, for the update and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
Best regards,
Andrej, Casino.guru
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