The player from Austria had been waiting for a withdrawal to be processed for almost 3 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 - The player's withdrawal is delayed.
Black points: 183
Amount: €2,120
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
I made a payout on January 12th, 2022, but I'm always put off that it can take longer, which I honestly can't understand at all, hope someone can help me, honestly I don't believe I'll ever get the profit.
Automatic translation:
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2 years ago
Hello Heisenberg,
Thank you very much for contacting us and I'm really sorry to hear about your issue with Lucky Wins Casino. Please allow me to ask you a few more question before we would move forward.
Is this your first ever withdrawal request from the casino? Is your account already verified? If yes, could you advise since when? Did you use any bonus to accumulate your winnings?
Please note that we always recommend to wait at least 14 day for your first withdrawal from a casino to arrive as the player verification may take up a while, so if it's the case, I would only recommend you to be patience.
Looking forward to your answer.
Regards,
Nick
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2 years ago
Translation
Account I successfully verified on 1/12/22 and I played with a bonus and it's my first withdrawal
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2 years ago
Thank you Heisenberg for all the information. I will now forward your complaint to my colleague Branislav who will be assisting you from now on.
Wish you best luck resolving it and I hope we will be able to help you out.
Regards,
Nick
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2 years ago
Hello, Heisenberg,
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 the player expect the payment?
Thank you in advance for providing the information.
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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
Translation
In the event that no one reports, what else can I do or turn to? I've already sent a few emails to luckywin but there's no answer and in customer service I'm always told that it's still being checked.
Automatic translation:
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2 years ago
Dear Heisenberg,
Since it seems that the casino is not regulated by any gaming authority, I am afraid that apart from waiting, there is no other way how to get your funds paid.
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2 years ago
Dear Heisenberg,
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
