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

Today is the end of the 26th business day, as I sent a request to withdraw 2200eur from my account on your website / platform. Unfortunately, for a month I have not received any news from you. In this regard, I want to ask, how can I trust you? every time after I ask a question in the chat, I get an answer that I will be contacted shortly. but, unfortunately, I still have not received an answer, what is the matter and when the payment will be made. Please check and let me know what is going on and when I will receive this money in my bank account. Thanks for understanding

Dear Deniss,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. First, I would like to point out, that you have contacted Casino.guru which operates as an independent website, and we do not work for this casino. So let's now focus on your issue. I will need a little more information, so I can assist better.

Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

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.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hi Kristina. Thanks for your email. Please be informed that it was first time when I was requested withdrawal from Lucky wins casino. Additional, please be informed that I passed all my verification as successful and I fully verified on that website. I already forwarded to you last communication with them. Mostly everyday I have life chat with them where they put mostly all reply as a standard one, that I need to wait wait due to technical problems and it's look like it's a bot who sent me emails and not real customer service support person. Thanks for your support in advance

Thank you very much Deniss for your reply. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello Denis!

I will take care of your complaint from now on. I would like to invite representatives of Lucky Wins Casino into this complaint in order to help us resolve this withdrawal issue.

Hi Thomas thank you for your email, will wait for your reply or news regarding this issue. Thanks in advance

We would like to ask Lucky Wins Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Dear Denis,

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’. I understand this isn't a satisfactory solution to your issue however, the decrease of rating caused by unresolved complaints could change the casino's approach. I wish I could be of more help.

The casino can reopen this complaint anytime.