An Irish player's verified account withdrawal had been pending for over a week. The player had been asked to provide a notary verified identification document which had complicated the process. We had intervened and requested the casino to provide additional information regarding the withdrawal status. The casino had informed us that additional documentation was required due to security reasons, but the player's withdrawal had been approved following the provision of the required documents. The player had confirmed receipt of the withdrawal, and we had marked the complaint as resolved.
LuckyKoala Casino - Player’s withdrawal is delayed.
Amount: €4,000
LuckyKoala Casino
Safety Index: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.
4.6
LuckyKoala Casino has a Safety Index of 4.6, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
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7 months ago
Dear Thom1234,
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,
Petronela
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
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7 months ago
Hi Thom1234,
I will set the timer for additional 4 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.
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7 months ago
It’s more complicated now. I received an email asking for a copy of notary verified identification document . That’s ridiculous
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7 months ago
Thank you very much, Thom1234, 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.
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7 months ago
Hello Thom1234,
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 LuckyKoala Casino,
Could you possibly provide additional information regarding the withdrawal status and clarify the situation?
Thank you in advance.
Respectfully,
Michal
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7 months ago
Dear Michal,
As you are aware KYC is a standard procedure applied to all customers and we are obligated to make sure that the customer's account is fully secured. This procedure is taken very seriously and at times additional documentation might be required, as stated in out T&Cs.
In this case, as per our relevant team a bit more was required due to security reasons but we are happy to inform you that the player provided the required documents and his withdrawal has already been approved.
Regards,
LuckyKoala Casino Team
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7 months ago
Thank you Lucky Koala Casino for the response and explanation.
Dear Thom1234,
Please let us know here in the thread wen you receive your withdrawal so we can mark this complaint in our system as resolved. We will be waiting for your updates.
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7 months ago
hi, my payment just received and thank you. After more than a week battle
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7 months ago
Dear Thom1234,
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.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot (https://www.trustpilot.com/evaluate/casino.guru). An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time.
Best regards,
Michal V from Casino.Guru
