The player from Germany has requested a withdrawal less than two weeks prior to submitting this complaint. Their money hasn’t been received yet. Player stopped responding to our question therefore the complaint was rejected.
Luxury Casino - Player believes that their withdrawal has been delayed.
Amount: €900
Luxury Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
9 months ago
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10 months ago
Translation
Hello, I have the following problem at luxury casino. First of all: I've been a customer there for a long time and I'm fully verified. I have already made several deposits and withdrawals. Then last week I got a free bonus. The bonus has been fully implemented. €900 is available for payment. That's exactly how it is in the casino. I can only pay out using my IBAN number. Luxury Casino knows this IBAN because I already had a payout to this account. But now I can't enter my IBAN anymore. The message appears: My IBAN is invalid. Although I have already used the IBAN. The chat tells me to enter the 22 numbers in the different format. But even then the same information comes out IBAN invalid. I cannot withdraw to my credit card. Luxury Casino says due to "technical difficulties". Luxury Casino tells me to open a Jeton account. Why should I do that? To get the money I'm entitled to? Three days ago I wrote an email to the support. There is no reaction. In the chat I will be closed immediately since today. For maintenance". So I can't request my payout. And I've been a customer for years. I feel cheated.
Automatic translation:
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10 months ago
Dear AlisP,
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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10 months ago
Translation
Hello, unfortunately you misunderstood. I did not request the payout. Because that doesn't work. I have to specify where the money should be paid to. And Luxury Casino only accepts my IBAN for withdrawal. If I enter the IBAN, a message appears that my IBAN is invalid. Although luxury has already paid off there. So I can't request a payout because I can't enter my IBAN at luxury Casino. You haven't contacted me for 3 days to solve the alleged technical problem. And since today the chat is closed when I ask. Alternatively, I could withdraw to my credit card. I thought. But suddenly luxury casino says they cannot withdraw to credit cards. But deposit works. That's rude
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10 months ago
Thank you for your reply, AlisP. I apologize for the misunderstanding. The first message was automatically generated based on the answers you provided while submitting this complaint.
Could you please advise when exactly you made the last successful withdrawal? Have you ever used any other withdrawal method?
Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
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10 months ago
Translation
No problem. The last payout was in January 2023. To my regular bank account using the IBAN which is now being invalidated at luxury Casino. In the past I have only deposited and withdrawn using Skrill. Luxury Casino does not offer this method. They only offer credit cards. But if you request payment to a card, you get a message that this is not possible for technical reasons.
The chat offered that the department can enter my IBAN manually. I should send an email with my data for this. First of all, it is very unusual to request such data via email. Nevertheless I did it. 4 days ago. And so far no information.
Since then I haven't received any reply to my emails. Just so much ads with great bonuses and free spins like I've never gotten before. This shows that the casino is speculating that I will lose my winnings again in games.
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9 months ago
Thank you very much, AlisP, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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9 months ago
Hello there,
Thank you AlisP for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Luxury Casino for their help in resolving this complaint. We would like to know why the player is unable to withdraw their winnings and if we can do anything to help resolve this issue.
Thank you!
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9 months ago
Hi. I will be back in the office Monday and will follow up with the email containing the IBAN.
Please note our support staff are very busy so they may not have gotten to the email yet.
Please help me out by telling me which email address you sent the IBAN to. Thanks.
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9 months ago
Translation
To which email address? To the one registered as an official contact.
payment@casinorewards.com.
By the way, your question is stupid or you think your customers are stupid by taking extra time for answers and payments and feigning technical problems. I wrote this email 3 weeks ago. 3 weeks ago. Most casinos can process it within 24 hours.
And many weeks of technical problems? Are you serious, does anyone believe you? What you are doing is hypocrisy and deceit.
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9 months ago
Do you want my help or not? If so, I'd appreciate you pay me the same respect that I have paid you by not calling me names. Thanks.
The volume of enquiries we have is too much for the amount of staff we have in support. I too am behind due to volume so I'd be happy to pop you back into their queue if my time being spent on this rather than my own work is stupid. Your call.
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9 months ago
I've searched for the email address you have listed in this complaint and there are no emails sent to payments@casinorewards.com
The last email I see from you is in March to support@crhelpdesk.com.
Did you send it from a different email address?
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