The player's withdrawal is delayed for over 2 months. We ended up closing the complaint as ‘unresolved’ because the casino failed to reply.
Lucky Wins Casino - The player's withdrawal is delayed.
Black points: 164
Amount: €1,800
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 for over 2 months now I have been waiting for my payment that I had requested, I was informed by email that it could take 7-21 days and whenever I ask, I get the answer that it has not yet been completed because it will be checked carefully must it is always the same answer I will always be hit. Yesterday I also applied for a 500 euro deposit at Oceanbreez casino and it seems that they all belong together and it won't be any different for me. I would really like to have my withdrawals and the deposit goes without any problems.
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2 years ago
Hello madeleineknapik,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Lucky Wins Casino. Allow me to ask you a few more question before we would move forward.
Is your verification in the casino fully complete? If yes, since when? Did you use any bonus to accumulate your winnings? When was the last time the casino responded to you and what was it?
If there wasn't any bonus used and your acc. is verified I do not see any reason why would the casino delay the payment by that much time. I hope we will be able to help you out.
Please forward any relevant proof as screenshot, chats or e-mails to nikolas.b@casino.guru.
Regards,
Nick
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2 years ago
Dear madeleineknapik,
We haven't hear from you in a while. Please note that the complaint will be rejected if we won't get any respond within the next 7 days.
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2 years ago
Translation
Hello Nick,
Two days ago I sent an email with the necessary answers to your email address.
It doesn't say that it didn't go through, if you still haven't received it, please let me know where I can send it again.
Many greetings
Madeleine
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2 years ago
Thank you madeleineknapik for all the information. I will now forward your complaint to my colleague Peter who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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2 years ago
Dear madeleineknapik,
I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Lucky Wins Casino to the conversation to participate in the resolution of this complaint.
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2 years ago
Translation
Hi Peter,
Thank you very much for that. I also have 500 euros in the payout at oceanbreeze casino and 280 euros at Maximalwins casino and I hope that I don't have to reckon with difficulties with the payout there, because I have the feeling that they all belong together.
I very much hope that I finally get my winnings because it is very unfair the deposit works in seconds and the payout goes at a snail's pace, if at all. I praise Merkur online because you have your winnings available on the same day or the next day.
Kind regards and thank you very much
In advance.
Madeleine
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2 years ago
Thank you Madeleine for the update.
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
Hi Peter,
I really hope that I can still get a payout soon. Had asked again for my payout.......unfortunately with always the same or now the statement was that there was a double check, why I kept everything and then something like that. In the meantime I have received the 500 from ocean breeze and the 280 from maximalwins. But think that they all belong together and that higher amounts are simply reluctant to be paid, it's been over 2 months now. This is just rude.
Thanks for his support.
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2 years ago
Dear Madeleine,
I tried to get in touch with the casino repeatedly but had no success. Since the casino has no valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. I’m afraid, there is not much that can be done without cooperation from its side. 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 could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I wish I could be of more help.
Best regards,
Peter
