The player from Germany has requested a withdrawal three months prior to submitting this complaint. We rejected the complaint because the player didn't respond to our messages and questions.
Lucky Wins Casino - Player’s withdrawal has been delayed.
Amount: €3,500
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
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
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2 years ago
Translation
Hello, I had an amount of 3500 paid out on March 31 and the confirmation email said it will take up to 21 days for the amount to be on my account.. but it has been 3 months for me and I haven't received anything yet, I get it always as an answer that the finance department is still working on it.. so my question would be how long will it take until I get the amount paid out, nice day.
Automatic translation:
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2 years ago
Dear shadycipriano,
Thank you very much for submitting your complaint. I can only imagine how frustrating it must have been for you to wait for a withdrawal for three months.
Do I understand correctly that your payment is still pending inside the account without being processed or it has been sent but never reached you? Could you please advise which payment method you have opted for? Were your winnings accumulated with or without an active bonus?
It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but almost three months is unusually long time.
However, I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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2 years ago
Translation
Hello, yes my payout is still being processed.. I've already played through the bonus and I don't know why it's taking so long
Automatic translation:
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2 years ago
Thank you, shadycipriano, for your reply. Could you please advise which exact bonus has been used to accumulate your winnings?
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2 years ago
Could you please forward a screenshot of your bonus history to petronela.k@casino.guru or upload it here when replying? Thank you very much in advance.
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2 years ago
Dear shadycipriano,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.
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2 years ago
Translation
I renewed my payout and have now been waiting for 12 days again
Automatic translation:
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2 years ago
But I'm still waiting for a screenshot of your bonus history. Please forward it at your earliest convenience.
