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

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

Black points: 35

Amount: €200

Lucky Wins Casino
Safety Index:Very low
Submitted: 07 Jan 2022 | Unresolved : 03 Feb 2022
Unresolved Our verdict

No reaction policy, passive regulator

UNRESOLVED

Case summary

2 years ago

The player from Germany is dissatisfied with the withdrawal process. The complaint was closed as 'unresolved' as the casino failed to respond.

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2 years ago
Translation

I do not get my money and I am put off. The terms and conditions say payout 24h-48h but they say I have to wait 7-21 working days

Automatic translation:
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2 years ago

Dear angelakunze,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. It’s quite usual for withdrawal, to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Have you ever made a successful withdrawal before? Could you please clarify when exactly you requested this withdrawal?

Looking forward to hearing from you.

Best regards,

Kristina

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2 years ago
Translation

I have already played at several online casinos and never had any problems with the payout, which were mostly in the account the next day.

I requested the payout on 01/03/2022

Edited
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2 years ago

Thank you for your reply, angelakunze. Unfortunately, bank transfers can be tricky, and the entire process can take a bit longer since intermediary banks might be involved, and international transactions take place. In this case, I would recommend you wait for a few more days and hopefully you will receive your winnings soon. Please, keep us informed and let us know if there is anything new.

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2 years ago
Translation

I asked Lucky Wins again when I could count on my winnings!

My status is pending, it still has to be checked by one or more departments

until there is a payout.

Automatic translation:
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2 years ago

Dear angelakunze,

Has there been any news? Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

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2 years ago
Translation

No unfortunately not the casino is no longer responding

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2 years ago

Thank you very much angelakunze for your cooperation so far. I will now transfer your complaint to my colleague Adam (adam.m@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.

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2 years ago

Hello angelakunze,


I have reviewed your case and will now contact the casino to see if I can help.


I would like to invite Lucky Wins to join the conversation and participate in the resolution of this complaint.

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2 years ago
Translation

Thank you, we'll wait and see

Automatic translation:
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2 years ago

Hello angelakunze,


There has been no response from the casino so far, so I will attempt to contact them once again.


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, the complaint will become ‘unresolved’ which may negatively affect its rating.

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2 years ago
Translation

Thank you Adam I don't think the casino will answer

I'm going to the police this week and file a report about it

Fraud.

Automatic translation:
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2 years ago

Dear angelakunze,


I have tried to contact the casino repeatedly but without success. Since the casino has no license and doesn't refer to any ADR service, I’m afraid there is nothing that can be done without their cooperation.


I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints may help to change the casino's approach. I recommend you take a moment and read a review of each casino before you start playing in the future and only play in licensed casinos with a good rating. I wish I could be of more help.


Best regards,

Adam

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