The player from Germany requested a withdrawal a few weeks ago, but it has not been processed. The complaint was closed as 'unresolved' as the casino has more than 15 cases marked “No Reaction Policy.”
Lucky Wins Casino - Player’s withdrawal hasn’t been processed.
Black points: 110
Amount: €400
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
Unresolved
Our verdict
No reaction policy, passive regulator
UNRESOLVED
Case summary
2 years ago
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2 years ago
Translation
Hello, 8 weeks ago I made a profit of €400 in this casino without using a bonus, then requested the payout and received an email within 2 days that the payout will be paid out between 7-21 days. Unfortunately this hasn't happened to date. I often contact customer service because I always get the same message, it's forwarded. They have to wait for the finance department and some of them close the chat immediately without giving me an answer. Does anyone have experience and still received their payout after such a long time or is there a lawyer who clarifies such matters?
Automatic translation:
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2 years ago
Dear Jennifer,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?
Would you be so kind as to clarify what is the current status of your withdrawal request? Is it marked as pending or processed in your account?
If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.
Thank you very much in advance for your reply.
Best regards,
Kristina
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2 years ago
Translation
Hello, my verification was successful and no I have not had a successful withdrawal at this casino yet as it was my first time playing there and it failed on the first withdrawal already. I received a confirmation e-mail 2 days after my win, but since then I've been put off by customer service and the finance department is still checking it. I contact customer service every day and I have also informed myself by email and always the same status. Some also throw me out of the chat immediately after my request without finding a solution. I really hope that the payout will come, but I don't think so.
Automatic translation:
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2 years ago
Dear Jennifer,
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.
