The player from Germany had been waiting for their withdrawal for 7 days. The casino stated they had initiated the payment and it was then dependent on the payment service provider. However, the player had been instructed to wait until Friday for further information. After further communication, the player confirmed that his account was fully verified. We had advised the player to wait for the recommended 14-day period for the withdrawal to be processed. After three weeks, the player still hadn't received the payment, so we escalated the complaint. Finally, the player confirmed that he had received the money and the complaint was resolved successfully.
LuckyWins! Casino - Player experiences delayed withdrawal.
Amount: €800
LuckyWins! Casino
Safety Index:Above averageSafety Index
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7.8
LuckyWins! Casino has a Safety Index of 7.8, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
8 months ago
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8 months ago
Translation
Good Day,
I have been waiting for my money for 7 days now. The casino said they have sent the money and now it depends on the processing by the payment service provider. I was to report back after 7 days so that they could start the investigation. However, today I have been told to wait until Friday again.
Automatic translation:
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8 months ago
Hello Mickstar,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with LuckyWins! Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Please note that we recommend to wait at least 14 days for your verification/withdrawal to be processed specially if it’s your first ever request.
Looking forward to your answer.
Regards,
Nick
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8 months ago
Translation
I am fully verified. I just wrote to the casino. They want to contact the payment service provider.
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8 months ago
Hello Mickstar,
As advised above, withdrawal may take up to 14 days, depending on payment provider as well. I would recommend to wait out the advised period and if the withdrawal would still not arrive, we may try to intervene.
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8 months ago
Translation
Hello, I still haven't received payment and I'm being held up!
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8 months ago
Hello Mickstar,
The recommended period still has not passed. Let us know during the next week regarding any update.
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8 months ago
Translation
Three weeks have passed now. The money should arrive by now, shouldn't it?
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8 months ago
Thank you Mickstar for all the information provided. I will now forward your complaint to my colleague Dominika (dominika.l@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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8 months ago
Hello Mickstar,
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 LuckyWins! Casino representative to join this conversation and participate in the resolution of this complaint.
Kind regards,
Dominika
Casino.Guru
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8 months ago
Translation
The case is solved. Money received. Thank you!
Automatic translation:
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8 months ago
Dear Mickstar,
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.
Best regards,
Dominika
Casino.Guru
