The player from Austria had requested a withdrawal less than two weeks prior to submitting her complaint. Her money had not been received yet. After waiting for 10 days, she was assisted by a casino employee and asked to choose a different payment method. The payment was processed quickly and the money was credited to her account within a day. Despite the issue seemingly being resolved, the player expressed dissatisfaction with the lack of explanation from the casino's support. The complaints team extended the complaint's timer by 7 days for the player's confirmation, but due to the lack of response, the complaint was eventually rejected.
Lucky7even Casino - Player believes that their withdrawal has been delayed.
Amount: €800
Lucky7even Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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1 year ago
Translation
Ladies and Gentlemen, I am facing a major issue with the Lucky7even Casino operated by Hollycorn N.V. According to their terms and conditions, withdrawals should be processed within 24 hours, but I have been waiting for three days now, and nobody can tell me how much longer it will take. This casino has been licensed by them and thus must adhere to their rules and regulations. The license number is 8048/JAZ2019-015. I earnestly implore you to help me out. I have never encountered such a problem before and one should be able to specify a date at any time. They simply do not want to pay me my money. I have already received a payment once which was quickly depleted, but they do not want to pay out the second winnings; I never use bonuses etc. Please help me, I need this money.
Automatic translation:
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1 year ago
Dear zaraarin,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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1 year ago
Translation
After 10 days, an employee finally helped me and I was told to choose a different payment method. The payment was then very quick, money was in my account within a day. However, after asking support several times a day, I wished that the problem had been explained to me. Unfortunately, I know this stalling tactic from many casinos. I will change my rating and hope that my next payment will be paid out as quickly.
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1 year ago
Thank you for your reply, zaraarin. Do I understand correctly that the issue has been resolved? Or do you currently have another pending withdrawal?
