The player from Germany has been waiting for her withdrawal since April. 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: 64
Amount: €500
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
Public
Public
2 years ago
Translation
On April 26, 2022, I initiated a payout of €500.00 at this casino. However, until today (June 6th, 2022) I have not received any money from the casino in my account!!
I have contacted customer service several times and was always texted with the same excuse with the reason (lack of staff, the finance department is checking and I should of course be patient) every time I am dumped with these statements!!! It says processing would take 7-21 days and we're well past that. I have never seen a casino that makes such a problem when it comes to a payout! Now it comes across that the casino doesn't want to pay out its "customers" as soon as they win! It's a cheek to be fobbed off with the same excuses every time !
Automatic translation:
Public
Public
2 years ago
Dear Aylin,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?
Have you accumulated your winnings with or without an active bonus, please?
Have you tried contacting the casino regarding this issue? 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.
Thank you very much in advance for your reply.
Best regards,
Kristina
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2 years ago
Translation
Yes of course I contacted the casino and I did it regularly!
I've had a few payouts at other casinos without any problems. This is my first payout at this casino, or it should be my first payout.
I had also sent everything by email several times, but nothing happened!
Automatic translation:
Public
Public
2 years ago
Dear Aylin,
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.
