The player from Germany had won €1500 on Lucky7even casino. After account verification and supplying deposition proof, the payout was initially approved but was later declined. Despite providing further proof that had been requested, the payout had been declined again with no subsequent reply from customer support. We had asked the player for further clarification and extended the complaint resolution timer, but received no response. Due to the lack of communication from the player, we were unable to investigate further and had to reject the complaint.
Lucky7even Casino - Player's verified withdrawal is repeatedly declined.
Amount: €1,500
Lucky7even Casino
Safety Index:Above averageSafety Index
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
8 months ago
Public
Public
9 months ago
Translation
Hello, I live in Germany but somehow I can't change it. For whatever reason.
I live in Germany and I have deposited a lot of money in Lucky7even and for the first time, I won, which I was very happy about. I won 1500 € and my player account was already verified. Suddenly, the payout was cancelled and they told me the reason was that I need to send a current deposit proof. I did that immediately and contacted customer service again. Customer service told me everything looks good and there should be no hindrance to the payout. The catch is that the next day the payment was declined again and the reason given was that they wanted to see a deposit proof from August 2023, so I uploaded a bank statement and screenshot, and now I'm reaching out to support and I'm not getting any response. No one seems to be able to help me and I'm really desperate. I urgently need help.
Automatic translation:
Public
Public
9 months ago
Dear nagsinm,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Lucky7even Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please advise when exactly you sent your bank statement and the proof of deposit for August 2023? Have you sent the documents on time and in the correct format, with all your personal information visible?
Do I understand correctly that all the other verification documents were approved by the casino?
When was the last time you communicated with customer support regarding this issue?
I hope we will be able to help you resolve this matter as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
