The player from Germany has requested a withdrawal a month ago. Unfortunately, it has not been received yet. Casino didn't respond.
Lucky Wins Casino - Player’s withdrawal has been delayed.
Black points: 69
Amount: €200
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
No reaction policy, passive regulator
UNRESOLVED
Case summary
2 years ago
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2 years ago
Translation
Like the lady before me, I had contacted the casino several times and was always put off
That's normal, don't worry, we work carefully and so on.
I've been waiting for my payout for almost 26 working days and I feel like I've been ripped off.
I'm verified but I have access to my account and everything else is fine.
Except for my payout that doesn't come.
Please help me.
Automatic translation:
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2 years ago
Dear fczesla94,
Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that the withdrawal is still pending inside your account without being processed? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?
It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but more than a month is unusually long time.
However, 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
The payout is still pending and I am always told that it will take time, but I can't imagine that the customers will continue to play at this site after the first impression.
I personally think it's a shame because I really enjoyed playing on this site because there is a large selection that I personally like very much.
But since you have to wait a very long time for your money and so far it has only been put off with the reason "you work thoroughly and that's why it takes time".
I don't know if it's worth it.
But if my case is taken care of and the money comes into my account (the next FEW days)
I would like to give it another try.
But it doesn't make a good impression.
For comparison: you are the 4th site I'm trying and I haven't waited more than 5 working days for the other 3.
Would be happy about a binding statement and quick clarification of the problem.
Automatic translation:
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2 years ago
Thank you very much, fczesla94, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam (viliam.v@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Lucky Wins Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep on trying.
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2 years ago
Hello fczesla94,
I looked at your complaint and will do my best to help you. I would like to invite Lucky Wins Casino into this conversation. Casino, can you please specify what is the problem with the player’s withdrawal?
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2 years ago
Translation
Good evening,
Are there any other ways for me to get my payout?
And any advice from your side what else I can do?
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2 years ago
Unfortunately, this Casino has a fake license so there are no other ways. Most probably you'll not see your winnings.
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2 years ago
Translation
Okay then, thank you for your efforts.
Then you can close the case so you don't have to do unnecessary work.
I am learning from these mistakes and will only refer to the casinos you have reviewed. And stay away from lucky wins.
Thank you again
Best regards Florian C*****
Edited by a Casino Guru admin
Automatic translation:
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2 years ago
Dear fczesla94,
thank you but I must try it and wait if they'll respond. I hope you'll find a better Casino.
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2 years ago
We would like to ask the 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
I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’.
I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the Casino's rating and other players can read about your experience in our review.
I hope you won't come across a problem like this again.
The Casino can ask to reopen this complaint anytime.
