The player from Germany had met wagering requirements and experienced a delay in withdrawal beyond the stated 72-hour period in the terms and conditions. The casino support falsely advised that he could continue to play without restrictions, which caused further confusion. We had advised the player to be patient and wait at least 14 days after requesting the withdrawal before submitting a complaint. The issue had been successfully resolved as the player confirmed receiving his payout. We marked the complaint as 'resolved' in our system.
Lucky7even Casino - Player faces a prolonged withdrawal delay and is misled by the support.
Amount: €49
Lucky7even Casino
Safety Index:Above averageSafety Index
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7.6
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
Public
Public
7 months ago
Translation
Hello
I have met the wagering requirements of a bonus and then made a deposit to withdraw my money. I am fully verified and have been waiting for over 72 hours. According to the terms and conditions, it should take between 0-72 hours. They keep assuring me that it won't take much longer, but there are no updates. One support agent tried to confuse me by falsely claiming that I can continue to play without Maximum Cash Out and Maximum Bet restrictions, which later turned out to be a lie. So be careful in the future here. I can prove everything with screenshots.
Automatic translation:
Public
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7 months ago
Dear ymymym,
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 the 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, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Veronika
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7 months ago
Dear ymymym,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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7 months ago
Translation
Has been paid out in the meantime.
Thank you
Automatic translation:
Public
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7 months ago
Dear ymymym,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Veronika
Casino.Guru
