The player from the Netherlands had requested a withdrawal three weeks ago after depositing and playing roulette. Although the option for withdrawal had appeared the next day, the casino continually returned his funds to his account, and he had found the support team unhelpful and aggressive. After communication with the Complaints Team, the issue was resolved, and the casino paid the funds to him. The complaint was subsequently marked as 'resolved' in the system.
LuckyPays Casino - Player’s withdrawal has been delayed.
Amount: €240
LuckyPays Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
Public
Public
2 months ago
Hello i deposited 5 x 100 euro was playing roulette was not so lucky had 1 hit of 360 now i wanted to stop playing and ended up withdrawal 240 but there was no withdrawal option so contacted support i was number 22 on the list support was aggressive and told me was wrong and broke of comunication the next day there was a withdrawal option only they keep returning my funds back to the account support is horendous not very helpfull.im sorry for the english
thank you
Martin
Public
Public
2 months ago
Dear 19neveer,
Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify the situation.
Could you please specify which payment methods are available for you to withdraw your winnings from the casino?
Have you received any explanation for why your withdrawal request was canceled by the casino?
Have you made any successful withdrawals from this casino before?
Could you please confirm that you passed the full KYC verification?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Public
Public
2 months ago
Hello Veronica thank you for the fast reply back
at first nothing only deposit banktransfer later the casino added banktranfer
but wen i enter my bank code and name it dont accept my name.
No i never withdrawal before on the casino
casino never ask or has a verification button
thank you again
Martin
Public
Public
2 months ago
hello Veronica you can close the complaint the casino has paid the funds
thank you again for the help
best regards
Martin
Public
Public
2 months ago
Dear 19neveer,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly 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, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Veronika
Casino.Guru
