The player from Germany requested a withdrawal at the beggining of March, but it has not been processed yet. The complaint was first closed as 'unresolved' as the casino has more than 15 cases marked “No Reaction Policy.” However, the player later informed us they received the withdrawal, therefore we marked the complaint as resolved.
Lucky Wins Casino - Player’s withdrawal has been delayed.
Amount: €700
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
On March 7th, 2022 I requested a payout of €700. After repeated consultation via chat and support, I am always put off.
My payment would still be on "wait".
My account is verified and I've also had 3 withdrawals at this casino in no more than 7 business days.
It's been 15 working days without weekends and still nothing happened.
The chat is simply ended no further information as well as the support via email.
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2 years ago
Dear hkraemer1965,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Which method to withdraw your winnings have you opted for? Was it the same one you used before?
Could you please advise when you received your last withdrawal?
If there is any relevant communication between you and the casino, please, forward it to kristina.s@casino.guru. Alternatively, you can post it here.
Looking forward to hearing from you.
Best regards,
Kristina
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2 years ago
Translation
Bank transfer, as with the previous ones.
Last payout was on January 29, 2022.
Only standard mails came
that have been copied
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2 years ago
Thank you for your reply, hkraemer1965. Have you accumulated your winnings with or without an active bonus, please?
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2 years ago
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Bonus was played
So WAGER showed zero
Ie without bonus the profits achieved
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2 years ago
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Even if you play with a bonus, you cannot request a payout, it then says that the bonus must first be played before a payout is possible.
Therefore, I could not have requested a payout with a bonus.
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Sensitive attachment
Sensitive attachment
2 years ago
Translation
This email also came as a confirmation of the payout dated March 7th
Automatic translation:
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2 years ago
Dear hkraemer1965,
Unfortunately, we have come to a point, where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 15+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us.
Sadly, we are forced to close your complaint as "unresolved."This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue however, the decrease of rating caused by unresolved complaints could change the casino's approach.
Regrettably, we have no other choice since it seems to be a common practice of Lucky Wins Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our failed attempts to negotiate.
We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts resolving any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Lucky Wins Casino. I wish I could be of more help.
The casino can reopen this complaint anytime.
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2 years ago
We received an email from hkraemer1965 confirming that the withdrawal has been processed and received. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
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