Lucky Wins Casino - The player's withdrawal is delayed.

dear sir and madam, this casino has a policy of 9 to 21 days after payout windraw , i am now waiting 22 days still no money received, they promise everything also via email have to be patient, i don't think this makes any sense, and neither rightly so, now 22 days they no longer answer my email, I looked everywhere that this is the bad casino, hopefully you can help me to collect my winnings, my patience is really running out now.

kind regard

GT Broesder

Hello gert67,

Thank you very much for submitting a complaint and I'm sorry to hear about your issue with Lucky Wins Casino. Allow me to ask you a few more question before we would move forward.

Was this your first withdrawal request in the casino? Since when exactly are you verified? Do the casino refer to working day or overall? Did you use any bonus to accumulate your balance?

If 14 working day did not pass since the verification, I would only recommend to wait as it is probably just delayed.

Please forward any relevant proof or screenshot to nikolas.b@casino.guru.

Regards,

Nick

Hi Nick, you can't help it either, but many casinos are so hard and careful, usually I have it 1 to 5 days in money, 

it was my first windraw because of the bonus, verified was the start of registration passport and residence , 

bonus you have to finish before you can do windraw I have completed. After 21 days I left due to a financial investigation, they no longer answer my email, but I can still log in. 

what would they like if she had to wait for me deposit 21 days after releasing my money nick, 

they will not like it either. I am still waiting for your email. send you the proof I don't play there anymore now, due to non payout.

21 are finished , this are day 23 windrawing are on 9 jan 2022

Proof are send to you email thx to help 

Greetings Gert

Thank you gert67 for all the information. I will now forward your complaint to my colleague Adam who will be assisting you from now on.

Wish you best luck and I hope we will be able to help you out.

Regards,

Nick

Hello gert67,

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

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

Hi Adam, we are now and day 25 no money in the bank today, had contact for 21 days, now 25 days later no messages email, I think that is very weak of them, hopefully you can help me I will appreciate it very much , as a player it is impossible, and after a lot of searching luckywins is not popular and pays out and has 15 subsidiaries

Best regard

Gert

Hello Gert,

I have found the rule in question in the General Terms and Conditions of the casino:

"8.3.1 if a player's accumulated lifetime deposit is not greater than 200 €/£/$ or 25 mbtc, then the player will be allowed to withdraw only up to x10 his last deposit. (any excess amount will be forfeit)"

We find this rule unfair and predatory in relation to real money play. We accept rules that restrict the maximum cash out from a bonus play (they are very common), but they should be stated in a clear and obvious manner in the Bonus Terms and Conditions.

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.

Hi Adam, hereby just to inform you, they canceled the 200 euros due to not a good iban number, very strange, I filled in everything correctly and they have all the details of my passport bank with the iban and my address, they are now making apologies for this and do not want to pay out, so I suspect, I immediately did 200 euros windraw again. their 8.3.1 rule was also changed to windrawing 280 euro correction, I don't know if it is wise to share this data via chat. they are never going to respond here another 2 days. They're just going to put me on a leash.

Best Regard Gert

Dear Gert,

I tried to contact the casino repeatedly but had no success. Since the casino has no valid license and doesn't refer to any ADR service, I’m afraid there is not much 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 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 wish I could have been of more help.

Best regards,

Adam