The player from Germany had two pending withdrawals at Newlucky.com; one was submitted 8 days prior for 4062 Euros and another for 3880 Euros submitted on Thursday. Despite inquiries, the player received no clear timeline for when the withdrawals would be processed, causing concern about the status of the funds. The Complaints Team acknowledged the player's concern and advised patience, indicating that withdrawal processing times could vary. However, since the player did not respond to follow-up inquiries, the complaint was ultimately rejected due to a lack of information for further investigation.
Newlucky Casino - Player’s withdrawals are delayed.
Amount: €7,800
Newlucky Casino
Safety Index:HighSafety Index
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8.1
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Closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 months ago
Public
Public
3 months ago
Translation
Hello,
I am having issues with the casino Newlucky.com. I have 2 pending withdrawals. The first one I submitted 8 days ago, amounting to 4062 Euros, and the second withdrawal was submitted on Thursday for 3880 Euros. Both withdrawals remain in the "Pending" status. When I inquire about when the review will finally be completed, I am simply told to keep waiting without any indication of when it will actually be finished. I am starting to get worried that I will never see this money. I urgently need your help.
Automatic translation:
Public
Public
3 months ago
Dear TimPuenjer,
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
Public
Public
3 months ago
Translation
Ok thanks for the info, then I will wait
Automatic translation:
