The player from Germany had faced issues with a withdrawal that had been repeatedly cancelled due to alleged incorrect deposit confirmation. Despite having provided proof of the deposit's legitimacy and having his account verified, the casino had continued to request additional bank statements. Previously, the player had been able to withdraw funds successfully. However, the player later decided to gamble away his €500 winnings and had his account blocked and terminated at the casino. As a result, he had requested the complaint be closed, and we had respected his decision.
LuckyWins! Casino - Player's withdrawal has been canceled due to a deposit confirmation dispute.
Amount: €500
LuckyWins! Casino
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Case closed
Our verdict
Other
REJECTED
Case summary
4 months ago
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4 months ago
Translation
Happy New Year 2024
I hope you can help me.
My withdrawal keeps getting cancelled with the claim that the deposit confirmation I sent is incorrect. I have verified everything and already had a withdrawal amounting to €1000 in November 2023.
I sent €50 from my Revolut credit card on 01.01.2024 at 09:23. I had done the same thing back then and even got my money transferred to my account at Commerzbank.
Unfortunately, I do not know why the statement shows 02.01.2024, it might be a bank error. But that is regardless of the matter, as I am verified and have already had contact with the support and via email more than 10 times.
The date of the transaction and the time are not correct. They say it was on 01.01.2024 at 08:23, but it was on 01.01.2023 and at 09:23.
I hope you can help me as this doesn't feel right. Also, I don't understand why I now have to send another bank statement for the deposit. In all the casinos where I am registered, it's mandatory only once. After everything is verified, that should be it.
Best wishes and thanks in advance
Automatic translation:
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4 months ago
Dear Italianhero86,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with LuckyWins! Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.
From the screenshot you provided us with, it seems that you made more than just one deposit on that day. Have you been requested by the casino for the proofs of all of these deposits?
Could you please send me the bank statement from your Revolut card since January 1? My email address is veronika.l@casino.guru. Also, if you have any relevant communication between you and the casino regarding this problem, forward it to me as well.
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
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a joyful, successful, and healthy new year 2024, and we will get back to you as soon as possible.
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4 months ago
Translation
The player sent us the following email:
Dear Veronika,
I decided to completely gamble away the €500 winnings.
I had my account blocked and terminated at this dubious casino.
The case is therefore closed for me. Thanks for your help.
Best regards
Angelo Vitaliti
We've rejected this complaint as per the player's explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.
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