Luckychoo Casino - Player's withdrawal is delayed.

Ich warte nun schon seit dem 06. Januar auf meine Auszahlung. Mittlerweile hat die Website angeblich seit vielen Wochen technische Probleme und Spieler können sich nicht mehr einloggen. Ich weiß leider nicht mehr was ich tun soll. Ich habe schon oft eingezahlt dort und auch schon mal ausgezahlt. Ich bin bereits verifiziert.

Dear lolzgamer12099,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

When was the last time you successfully logged into your casino account?

When was the last time you communicated with the casino regarding the access to your account and the withdrawal of your winnings?

Please forward me all the communication between you and the casino customer support that could be relevant to the investigation of your case at veronika.f@casino.guru. Alternatively, you may post screenshots here.

I hope we will be able to help you resolve this situation as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Ich habe mich das letzte mal vor ca. 3 Wochen einloggen können. Früher hat mir das Casino immer geantwortet per Mail. Jetzt ignorieren sie schon alle meine Anfragen. Ich habe also keinen Kontakt zum Casino und sie äußern sich nicht dazu.

Have you received any emails from the casino after you requested your withdrawal on January 6? If so, kindly forward it to me along with all the other communication that could be relevant to our investigation at veronika.f@casino.guru. Thank you for your patience and cooperation.

Nein, sie ignorieren mich seitdem.

Thank you very much, lolzgamer12099, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello lolzgamer12099,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear Luckychoo Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

We would like to ask the 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 may negatively affect its rating.

Dear lolzgamer12099,

I have been informed by the casino that contrary to your claims, they have been in constant communication with you. Also, I have been informed that your account is not disabled, but the issue is that the platform itself is facing some technical difficulties.

Can you tell me what is the status of your withdrawal?

Lieber Michal,

es erleichtert mich, dass das Casino euch antwortet. Ich kann nicht bestätigen, dass das Casino im Kontakt mit mir steht. Ich habe auf meine zahlreichen e-Mails keine antworten erhalten, auch wenn ich nach Luckychoo suche sehe ich keine einzige Antwort vom Casino. Die Auszahlung wurde noch nicht bearbeitet.

Dear lolzgamer12099,

Can you give me an update on your withdrawal? I have asked the casino for an update as well, and I am awaiting their reply.

Lieber Michal,

ich kann wie gesagt kein Update geben da mich das Casino seit fast 3 Monaten ignoriert und ich aufgrund von 'technischer Problemen' (welche seit 3 Monaten anhalten? Ernsthaft?) nicht in meinen Account kann. Es schaut mir eher nach einem geplanten Scam aus.

Dear lolzgamer12099,

I have been informed by the casino that there are some additional verification checks needed. I have asked them for a statement here in the thread. Thank you for your patience.

Dear Michal and lolzgamer12099,

We want to inform you that we are still facing technical issues and do not have access to the accounts. We are still working on it.

Furthermore, we want to mention that this information was shared with the player several times via email, which we can prove by sending screenshots to CasinoGuru Agent.

Wenn ihr wirklich seit Monaten technische Probleme habt, erwarte ich jetzt eine Auszahlung meines Guthabens. Eure emails kommen bei mir übrigens nicht an.

Dear Luckychoo Casino,

Hopefully, you'll be able to resolve your technical problems soon. We will be waiting for your updates.

We would like to ask the 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 may negatively affect its rating.

Dear lolzgamer12099,

Since the casino did not respond in the given timeframe, I have to close this complaint. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the 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 can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal