The player from Germany has requested withdrawal a week ago. It has been pending since. Unfortunately, the casino stopped responding and the complaint became unresolved.
Lucky Wins Casino - Player’s withdrawal has been delayed.
Black points: 178
Amount: €3,050
Lucky Wins Casino
Safety Index:Very 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.
0.6
Lucky Wins Casino has a Safety Index of 0.6, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
Delayed payment, status unknown
UNRESOLVED
Case summary
9 months ago
Public
Public
3 years ago
Translation
On August 19, 2021, I requested my payment of 3050 euros. My account is verified. The status is permanently in process. One is always put off by the customer service - you should be patient. I am out of patience. I ask for help
Automatic translation:
Public
Public
3 years ago
Dear Meikjes1899,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal.
Could you please confirm that your account has been successfully verified in the past? Have you accumulated your winnings with or without an active bonus?
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, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.
Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
Public
Public
3 years ago
Translation
Hello, my account has been verified and I have met all conditions. It has been almost 6 weeks since the request for payment was made
Automatic translation:
Public
Public
3 years ago
Translation
I commissioned the payout on August 19th, it's now almost October !!
Automatic translation:
Public
Public
3 years ago
Thank you very much, Meikjes1899, for providing all the necessary information. I will now transfer your complaint to my colleague Peter 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.
Public
Public
3 years ago
Translation
Thank you, I hope we can finally achieve something.
Automatic translation:
Public
Public
3 years ago
Translation
I just wrote to the casino again. According to them, it is allegedly still checked whether I have adhered to the AGBS, which is the case with me ... Of course, they cannot say how long the test will take. Always the same excuses from them!
Automatic translation:
Public
Public
3 years ago
Hi Meikjes1899,
I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Lucky Wins Casino to the conversation to participate in the resolution of this complaint.
Public
Public
3 years ago
Translation
Lucky Wins Casino doesn't seem to have to answer! 😡
Automatic translation:
Public
Public
3 years ago
Translation
Lucky Wins Casino what does this mean for my payout? How long will it take until it is paid out?
Automatic translation:
Public
Public
3 years ago
Translation
The status of my payout is now accepted. Let's see when the payout is completed.
Automatic translation:
Public
Public
3 years ago
Hello Meike, It should be in your bank account within 10-12 business days the latest.
Public
Public
3 years ago
Hi all, thank you for your replies.
Dear Meike,
I will set the timer to 12 days and get back to you, I hope you will receive your winnings by then.
Public
Public
3 years ago
Translation
Lucky Wins Casino why does it take so long after the withdrawal has been accepted?
Automatic translation:
Public
Public
3 years ago
Translation
The payout has not yet arrived! 😡 Will be put off again !! @Lucky Wins Casino what's going on that you have to wait again after the payout has been accepted? 😡😡😡😡
Automatic translation:
Public
Public
3 years ago
Dear Lucky Wins Casino team,
Could you please explain what is going on with Meike's withdrawal?
Public
Public
3 years ago
Translation
I just contacted the casino again! Allegedly, my payout is subject to an additional check! The payout is accepted and has already been checked for 10 weeks. Wonder what still needs to be checked if the payout has been accepted!
Automatic translation:
Public
Public
3 years ago
Translation
@Lucky Wins Casino !!! What is so difficult about paying out my payout? I have been waiting for 2 months !!
Automatic translation:
Public
Public
3 years ago
Translation
Nothing happens! Allegedly the payout is being checked again 😡 The payout was accepted over two weeks ago and I'm still waiting for my money !!!!
Automatic translation:
Public
Public
3 years ago
Translation
Good evening!
I was just in the chat at Lucky Wins again. The technical check objected to my payout, whereupon it was accepted 3 weeks ago. Now supposedly my personal data will be checked before the money is paid out! The chat employee has sent a reminder to the finance department, I hope that something will finally happen and I will finally get my 3050 euros! The application was now more than 2 months ago and I am at the end of my patience!
I hope that the Lucky Wins Casino also expresses itself here!
Automatic translation:
Public
Public
3 years ago
Hi Meike,
Thanks for the update. I completely understand your frustration, it's been too long.
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, the complaint will become ‘unresolved’ which may negatively affect its rating.
Public
Public
3 years ago
Hi Meike,
It seems that the casino won't be replying anymore. Has there been any news?
Public
Public
3 years ago
Translation
I can no longer enter my account 😡😡😡 it was still possible yesterday!
Automatic translation:
Public
Public
3 years ago
Hi Meike,
Unfortunately, it seems that the casino stopped responding entirely. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could 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 to contact the Gibraltar Gaming Authority and follow the steps here: https://www.gibraltar.gov.gi/finance-gaming-and-regulations/gambling-commissioners-advice-complainants. A gaming authority has better options and tools to help players, especially in such cases like this one. Please let me know if you need help with filling the form or how the authority responded if you can manage to do this on your own (peter.m@casino.guru). I wish I could be of more help.
Best regards,
Peter
