The player from Switzerland has been trying to withdraw his winnings for a month. The complaint was closed as 'unresolved' as the casino has more than 15 cases marked “No Reaction Policy.” The player later informed us that he received his winnings.
Lucky Wins Casino - Player’s withdrawal hasn’t been processed.
Amount: €5,000
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
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
Public
Public
2 years ago
Translation
Hello, today is exactly 1 month and I'm waiting for my winning money, 5000€ ) I've tried everything live chat/email/tel doesn't work although it appears on the website. I was told we have no control it is being processed by the finance department and I have to be patient. I need your help please otherwise I have to see with the lawyer.
Automatic translation:
Public
Public
2 years ago
Dear Sami,
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?
Additionally, if there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru, or alternatively, post it here.
Thank you very much in advance for your reply.
Best regards,
Kristina
Public
Public
2 years ago
Dear Sami,
Thank you for your emails. 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.
