Home Complaints Lucy's Casino - Player’s withdrawal has been delayed.

Lucy's Casino - Player’s withdrawal has been delayed.

Black points: 40

Amount: €100

Lucy's Casino
Very bad reputation
Submitted: 15 Aug 2022 | Unresolved : 30 Aug 2022
Unresolved Our verdict

No reaction policy, passive regulator

UNRESOLVED

Case summary

4 weeks ago

The player from Italy has requested a withdrawal one month prior to submitting this complaint. Unfortunately, winnings haven’t been received yet.

Public
1 month ago
Translation

Besides the BEEM casino, I would also like to point out LUCYS CASINO, he has to pay me € 100

From 14 July 2022

Thank you

Automatic translation:
Public
1 month ago

Dear Stefy0,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that the withdrawal is still pending inside your account without being processed? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only? Were your winnings accumulated with or without an active bonus, please?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but more than a month is an unusually long time.

However, 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,

Petronela

Public
1 month ago
Translation

Hi, I vibrated € 100 with deposit + bonus requirement

Hello, Dear Petronela

Dunquemi is told that they accept bills, bank statements, etc. and I have sent various documents with an updated date not older than 3 months, indeed they are documents less than 2 months of expiry, I am sending you files.

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Public
1 month ago

Thank you very much, Stefy0, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. However, I would like to warn you that it seems to be a common practice of Lucy's Casino to ignore us in our attempts to mediate any kind of issue. Regardless of multiple unresolved complaints marked "No Reaction Policy" we keep on trying.

Public
1 month ago

Hello Stefy0,


This is Tomas and from now on, I will be taking care of your complaint. 

I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.


Now I would like to invite Lucy's Casino to join this conversation and participate in the resolution of this complaint.

Dear Lucy's Casino, could you please state the reason why the player's withdrawal has not yet been paid out?


Thank you in advance for providing the information.


Best Regards,

Tomas

Public
1 month ago
Translation

Thank you very much. I trust you, always

🙏

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Sensitive attachment
1 month ago
Translation

Hi, I am awaiting your kind update for this levy

I am sending you chats that I have just spoken with a LUCYS casino operator where he confirms to me that he is in good standing with the casino

Edited
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Sensitive attachment
1 month ago
Translation

I sent proof of my address in my name several times, electricity bill, rent, etc! and they keep saying that they are not good !!!!

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Public
1 month ago

Dear Stefy0,


I just spoke with the casino representative and he has assured me that he is investigating your case.

I fully understand your frustration and I also know that your withdrawal takes much longer than expected, but I truly believe it’s only a matter of time before you’ll receive your delayed withdrawal.


Thank you for your patience and understanding. I will keep you updated.


Best Wishes,

Tomas

Public
1 month ago
Translation

Hi Tomas

Thank you very much for your work

Automatic translation:
Public
1 month ago

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Public
1 month ago
Translation

Greetings,

Casinos like Lucy's are FARABUTTI

Automatic translation:
Public
1 month ago
Translation

Greetings

Could it be that the players are not protected from these beasts of bogus casinos?

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Public
4 weeks ago

Dear Stefy0,

 

I have tried to contact the casino repeatedly but it appears they have stopped responding. There is not much that can be done now without the casino's cooperation. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you to contact the Curacao Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. It's not the best licensing authority but it has more options and tools to help players. I wish I could be of more help.

 

Kind regards,

Tomas

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