The player from Switzerland requested a withdrawal in 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.” The player later reopened and mark as resolved because they informed us that the casino processed their withdrawal.
Lucky Wins Casino - Player’s withdrawal has been delayed.
Amount: €1,000
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
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
I won EUR 1050 on a sports bet on March 16th. I then made a withdrawal request for EUR 1000.
I quickly received a confirmation email that the withdrawal request was being processed, but it could take 7 to 21 business days to complete. Now more than 21 working days have passed and I have not received a payment yet. In live chat I always get the same answer: "The finance department reserves the right to extend the procedure if necessary."
What can I do?
Automatic translation:
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2 years ago
Dear Xpert,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?
Additionally, please, forward any relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.
Thank you very much in advance for your reply.
Best regards,
Kristina
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2 years ago
Dear Kristina,
It's my first withdrawal on this site. The verification process is through.
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2 years ago
Dear Xpert,
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.
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2 years ago
We received an email from Xpert confirming that the withdrawal has been processed. 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.
