The player from Alabama had been waiting for a withdrawal for less than two weeks. Unfortunately, her payout had not been received at that point. After she reached out to the Complaints Team, they advised her to wait for at least 14 days for the withdrawal to process, due to potential KYC verification or a high volume of withdrawal requests. The player later confirmed that she had received her payout and a personal apology from the casino, expressing her satisfaction with the resolution. Consequently, we had marked the complaint as resolved.
Lupin Casino - Player’s winnings haven’t been received yet.
Amount: $200
Lupin Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
6.3
Lupin Casino has a Safety Index of 6.3, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
9 months ago
Public
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9 months ago
I was told once verified the withdrawal process would take two business days well today makes the third business day when I contacted them they told me they had sent an email regarding the withdrawal well I checked my email there is no such email he proceeded to inform me that in addition to the two to three days business days it would take another week before they would be even processed through withdrawal now I have not been told this this entire time till today. today is the third business day I've been told by their reps every day this week that I would have it by Tuesday at the latest Wednesday and now they're telling me I'm looking at at least another week that withdrawal is still in pending nothing has been done to it I do not believe you should withhold information from your customers about withdrawals because some of us depend on that money but anyway the LIE is the main problem. I have emails that can prove everything I've just said from the first email from the support department stating that I would have my winnings by Tuesday and upon request I'll be more than happy to provide.
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9 months ago
Dear Lizzie1270,
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
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9 months ago
This casino did pay out and I also received a personal apology which impressed me beyond measure...they were so nice and am pleased with how they personally addressed me....most don't take the time to do that. Thanks so much
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9 months ago
Dear Lizzie1270,
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,
Kristina
Casino.Guru
