LuckyMax Casino - Player's payout has been delayed.

I have been trying for 5 days to get my winning money deposited, but they keep indicating that they are busy and that I have to wait for the approval.

I have never experienced a casino that takes 5 days just to review and approve the transaction.

I would like this to be resolved quickly because I feel scammed here

Dear roezbehkm,

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

Hi Pentrola,

It is constantly rejected but they are not told why. When I look on Trust Pilot I see that several people are not receiving their money

Hi Pentrola,

It has now been 7 days since my withdrawals have just been refused but no one can tell me why and I am constantly being ignored when I have questions.My KYC was also approved and I sent them everything they asked for

can you please help me

I fully understand your frustration, roezbehkm. However, 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.

Dear Petronela,

They have now sent me an email that there are problems with their finance team, but they still cannot give a date. Every day they come up with new excuses

In the past 2 weeks that I have been waiting, more than 40 reviews have been posted about non-payment on the luckymax site.

If you could help us with this, we would really appreciate it.

They emailed me back today after 15 days with the following. that there should be no Mr or Miss in my documents. when I don't have that at all. They also said this via the live chat on May 13th, when I had to cancel my recording and reapply, now a week later and nothing at all.

I have enough screenshots that every time I speak to someone with the same crap.

Can you please help me because this is driving me crazy

Thank you very much, roezbehkm, for providing all the necessary information. I will now transfer your complaint to my colleague Dominika (dominika.l@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 roezbehkm,

This is Dominika and from now on, I will be taking care of your complaint. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite LuckyMax Casino representative to join this conversation and participate in the resolution of this complaint.

Kind regards,

Dominika

Casino.Guru

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 roezbehkm ,

Thank you for your feedback.

According to our records, your withdrawal request has been approved, and the transaction has been successfully completed. If you have any questions, please contact us in our chat on the website. We strive to provide each player with high-quality service and a fair gaming environment.

We wish you all the very best.

Kind Regards

Lucky Max Casino

Dear roezbehkm, could you please confirm that this is correct and that the matter is now resolved?

Dear roezbehkm,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.