The player from Italy had been waiting for a withdrawal to be processed for almost 2 weeks before submitting the complaint. The complaint has been closed as 'unresolved' because the casino failed to reply and cooperate in resolving the complaint.
Lucky Wins Casino - Player’s withdrawal has been delayed.
Black points: 84
Amount: €700
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
Good morning I made a withdrawal on January 12 but it still gives me waiting I ask for explanations in chat but they do not answer me
Automatic translation:
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2 years ago
Dear Sanzio77,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 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 made any successful withdrawals before? Could you please confirm that you have successfully passed the KYC verification?
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
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2 years ago
Translation
In this casino I have never made withdrawals at other casinos and there was no problem
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2 years ago
Thank you for your reply, Sanzio77. What payment method to withdraw your winnings have you opted for?
Is there any relevant communication between you and the casino that you could forward me? If yes, please send it to kristina.s@casino.guru. Thank you in advance.
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2 years ago
Thank you very much Sanzio77 for your email. I will now transfer your complaint to my colleague Branislav (branislav.b@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, Sanzio77,
I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite Lucky Wins Casino's representative to join this conversation and participate in the resolution of this complaint.
Dear Lucky Wins Casino Team, could you please state the reason why the player's withdrawal has not been processed yet and when can he expect the payment?
Thank you in advance for providing the information.
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2 years ago
Translation
This is the answer that even annoyed me gave today
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2 years ago
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’, which will have a negative impact on the casino's rating.
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2 years ago
Dear Sanzio77,
Since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.
I sincerely hope you will not come across a problem like this again.
The casino can reopen this complaint anytime.
Best regards,
Branislav, Casino.Guru
