HomeComplaintsLuckyMax Casino - Player's withdrawal is delayed.

LuckyMax Casino - Player's withdrawal is delayed.

Amount: £2,900

LuckyMax Casino
Safety Index:Very low
Submitted: 09 Sep 2024 | Case closed : 30 Sep 2024
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

1 month ago

The player from the United Kingdom was unable to withdraw winnings due to ongoing issues with the casino's card withdrawal system. The player had been informed about alternative withdrawal methods, but he did not use crypto and was told that bank transfer was unavailable. The player did not respond to the Complaints Team's inquiries, which led to the rejection of the complaint.

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2 months ago

They won’t let me withdraw my winnings from my account, they keep saying their card withdrawal system is broken, this has gone on for 2 weeks now and still no further along

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2 months ago

Dear Jonnys,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with LuckyMax Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

  • Could you please advise if you have been informed about any alternative method to withdraw your winnings? 
  • Was your account verified successfully in the past?
  • Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

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2 months ago

Hi,


I have been offered another withdrawal method which is crypto, I do not use crypto. Luckymac also offer a bank transfer method but are saying it’s unavailable to myself. Card deposits work just the withdrawal method ‘doesn’t’.


My account has been fully verified on both cards as they asked me to try another card. I have successfully withdrawn before.


i have emailed you this along with photos.


Thanks for your assistance


Many thanks


Jonny ****

Edited by a Casino Guru admin
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2 months ago

Thanks for your email

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

As the casino offered the payout to be in crypto I would encourage you to consider this possibility for a payout. Please let me know about your decision.

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1 month ago

Dear Jonnys,

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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1 month ago

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.

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