Lucky Wins Casino - Player's withdrawal has been delayed.

Upon joining the casino, I found everything ok, nothing untoward. Made a withdrawal and had an extremely fast verification. Happy days. Checked their withdrawal times, states 24/48 hours so thought great. Then to find withdrawal pending, contacted support to see how long it takes and was met with a ridiculous long list of things they need to look into before allowing a withdrawal and it takes up to 21 days. I responded with, it seems you’re looking for a reason not to pay out, immediate alarm bells. Looked up reviews and had the awful dread that I’ve been scammed. When I entered chat again after asking if they ever paid anyone one , they instantly ended it and cut me off. Up until this morning I could login but now the site is completely unavailable. I don’t know if it’s just me or it’s been taken down

Hello Vicky,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise when exactly you requested this withdrawal? Have you made any successful withdrawals before?

What is the current status of your withdrawal request, please?

Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.

Looking forward to hearing from you.

Best regards,

Kristina

Hi kristina, I made the request three days ago. The site disappeared completely this morning. I’ve managed to find it via a link. I’ve not made any previous withdrawals with them. I’d only just joined. They’re quite rude and tell you to be patient stating I can’t complain until after 21 days which they say is their timeframe of their ‘very complex’ investigations into each withdrawal. The status of the withdrawal has changed from pending to awaiting. I finally got someone to chat with me and was again told to be patient. I just find the whole ordeal completely unnecessary. The list of things they look into was unbelievable. They appear to be looking for reasons not to pay out

Thank you for your reply, Vicky. , I would like to emphasize that we always give the casino two full weeks to process each payment, therefore I would recommend that we wait for a few more days. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Ok kristina that’s fair , Thankyou

I would like to update that on the 7th day after my withdrawal request, I received my winnings! I am shocked to say the least. Good luck everyone x

Awesome news, Vicky. 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.