The player from Germany had been waiting for a withdrawal for less than two weeks. Unfortunately, their payout had not been received yet. After experiencing multiple issues with the initial XRP withdrawal, the player successfully requested a new withdrawal via Litecoin, which was eventually processed. The Complaints Team had marked the issue as resolved following the confirmation of the successful payout.
Lukki Casino - Player’s winnings haven’t been received yet.
Amount: €1,336
Lukki Casino
Safety Index:LowSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 weeks ago
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1 month ago
Translation
On Monday, I deposited money into this casino and then requested a withdrawal a few hours later. My account verification was completed within minutes. However, the verification of my crypto withdrawal address was still missing. Unfortunately, I did not receive the automatic email necessary to confirm my crypto wallet. As a result, I contacted live chat support. They advised me to send an email to the support@ address and confirm my crypto address. I did this a total of five times, with various support representatives, over the course of several days. Meanwhile, my withdrawal was twice rejected because apparently, my crypto address was not verified. I have had several chats where supporters confirmed that the address is indeed verified. On Wednesday, I requested a withdrawal for the third time. I was told that this request was forwarded to the payment provider. However, for almost four days now, the crypto withdrawal has not been processed by the payment provider. According to support, this is normal as a bank transfer takes up to 6 business days. Despite my repeated clarification that this is a crypto withdrawal via XRP/Ripple, which should be processed within seconds, the support team continues to act as if I've requested a bank transfer and that the money has already been sent. When I explicitly asked for the matter to be escalated to a supervisor, I was told it wasn't necessary and that a solution would be found in the chat. Then, again, I am advised to wait 6 days and check with my bank. The support team completely misunderstands the issue.
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1 month ago
Dear Grinderstyle,
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 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, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
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1 month ago
Translation
The support told me in the chat that the money had already been transferred to me 3 days ago. I can make the chat available if required.
An XRP/Ripple transaction should be processed in minutes/seconds. So there is obviously a problem that no one wants to address.
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4 weeks ago
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I just went back into the chat and asked why nothing had happened. My withdrawal was rejected again (after 5 days) and I was told:
"Unfortunately, we cannot investigate it at the moment. I apologize for the inconvenience and kindly ask you to make a new request."
When I asked, I was told that any cryptocurrency can be used for withdrawals, regardless of which currency was used to deposit. Now I have requested a new withdrawal via Litecoin.
I did this. When I asked, I was told that my payout would now be sent out within 2 working days. When I asked to verify my Litecoin address, I was told that this was not necessary. I now assume that the payout will be rejected again in the next few hours.
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4 weeks ago
Translation
The amount was just transferred via Litecoin after a long conversation with support. Apparently there are still problems with XRP withdrawals, but it worked with Litecoin.
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4 weeks ago
Dear Grinderstyle,
I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you.
As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues.
Thank you so much for your time.
Best regards,
Casino.Guru
