The player from Germany requested a withdrawal a month ago, but it hasn't been processed. The complaint was closed as 'unresolved' as the casino has more than 15 cases marked “No Reaction Policy.”
Lucky Wins Casino - Player’s withdrawal has been delayed.
Black points: 165
Amount: €700
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
UNRESOLVED
Case summary
2 years ago
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2 years ago
Translation
Hello Casino.Guru Team,
on March 4th, 2022 I applied for a payment of 700 euros.
Later I learned in the chat that the withdrawal can take 7-21 working days, which in itself is "sick". Now more than 1 month has passed and the money has still not been paid out and I only hear in the chat that they believe that my request will be processed soon.
Please contact this "casino" to help me.
LG
Automatic translation:
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2 years ago
Dear L.J.,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you made any successful withdrawals before? Would you be so kind and confirm that you passed the KYC verification?
If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.
Thank you very much in advance for your reply.
Best regards,
Kristina
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2 years ago
Translation
Dear Kristina,
Thank you for the fast answer.
I have already verified my account, it is not asked for in the chat. I even sent my selfie with all the documents. This is my first payout.
There is also no communication via email.
LG
Automatic translation:
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2 years ago
Thank you for your reply, justuskab. Have you accumulated your winnings with or without an active bonus? Could you please advise what is the current status of your withdrawal request? Is it marked as pending or processed?
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2 years ago
Translation
Hello Kristina,
I am very experienced when it comes to a bonus. I only played with a stake of 2 euros the whole time and played through the bonus and won something else. I couldn't have broken any bonus rules, definitely.
Withdrawal request is from day one until today, after 34 days still with the status: in progress. It is incomprehensible what is there to process for 34 days. Reading the reviews here and also on other portals, many report that they still haven't received their money even after months and have no update on this. In the chat you only get the answer how sorry they are and I should please be patient. I've definitely played in 30 casinos and none took longer than 1 week, unless there was a lack of documents. I'm almost certain that I fell for the real scammers.
LG L.J.
Edited by a Casino Guru admin
Automatic translation:
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2 years ago
Dear L.J.,
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 in 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 to resolve 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.
