The player from Germany has been waiting for their winnings since March. 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: 319
Amount: €5,000
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.
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
2 years ago
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2 years ago
Translation
Hello, I had an amount of 5000 euros paid out on 3/28/21 and to date it has not yet been transferred to my account, I always get messages that the payout is always with the finanzteam department... in the confirmation Gmail 7 to 21 days...Please I need your help for withdrawal because I've been waiting since March.Thank you
Automatic translation:
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2 years ago
Dear Tginju,
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?
Have you accumulated your winnings with or without an active bonus, please?
Additionally, 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
Hello , yes I have had a payout before.. I also played with bonus but I played for over 2 days until the bonus was gone
Automatic translation:
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2 years ago
Dear Tginju,
Thank you very much for your reply. 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.
