The player from Germany, who had been verified since 2022 and had withdrawn winnings before without issues, requested a withdrawal on 07/06/24. The request remained in processing, and support's standard responses hadn't resolved the delay. The player failed to respond to our follow-up messages and questions leading to the rejection of the complaint.
LuckyWins! Casino - Player’s withdrawal is delayed.
Amount: €8,130
LuckyWins! Casino
Safety Index:Above averageSafety Index
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 month ago
Public
Public
2 months ago
Translation
On 07/06/24, I requested a withdrawal.
I have been verified since 2022 and have successfully withdrawn winnings before. It usually took 1-2 business days for the status to change from "Processing" to "Accepted," and I received my winnings promptly.
This time, however, that hasn't happened.
The request has been in processing since 07/06/2024, and support keeps giving me standard responses saying it shouldn’t take much longer to be released.
I've never had problems before and have always been satisfied, but now I'm unsure if I'll ever receive my winnings.
Automatic translation:
Public
Public
2 months ago
Dear pip012301,
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,
Tomas
