The player from Armenia faced a delay in payment from NewLucky casino for two days, resulting in a loss of 300 euros. Despite being told that the withdrawal was processed, the funds were still not received. The issue was resolved when the player confirmed that the money had been withdrawn.
Newlucky Casino - Player's withdrawal is delayed at the casino.
Amount: €1,130
Newlucky Casino
Safety Index:HighSafety Index
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8.1
Newlucky Casino has a Safety Index of 8.1, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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2 months ago
Hello, NewLucky casino is delaying the payment of money for unknown reasons, for 2 days already. They say they will withdraw and they do not. I am already nervous and have lost 300 euros while waiting for the payment
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2 months ago
Dear Anush222,
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,
Kristina
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2 months ago
so previously they withdrew money for me in 5 hours, and now they haven't withdrawn for 2 days. they don't pay out on purpose. there are only my 2 deposits, no winnings
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2 months ago
Thank you for your reply, Anush222. I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.
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2 months ago
Dear Anush222,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Kristina
Casino.Guru
