The player from Germany was experiencing difficulties withdrawing his winnings due to an ongoing check of his account. After he finally underwent verification call with the casino representatives, his winnings were paid out.
UBERLucky Casino - Player is experiencing difficulties withdrawing his winnings.
Amount: €2,210
UBERLucky Casino
Safety Index:LowSafety Index
Casinos with a Low Safety Index usually have plenty of relevant complaints from players or other relevant issues. In general, we don't recommend playing casinos with a Low Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Hello, I'm really desperate now, and I've just read a problem on your site about uberlucky that corresponds 100% to my problem, my withdrawal request is not being processed because apparently a "routine check" has been carried out for days. I haven't waited a month yet, but it's been 6 days now. Can you help me or give me advice on how I should/can proceed?
Thanks very much
Christian
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1 year ago
Dear qxa5608,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your payout and understand your concern. Please understand that it is a common procedure for casinos to audit players’ accounts, particularly, after accumulating a substantial win, or after a substantial deposit. From our experience, it may take 14 days, but every casino is different and has its own procedure which needs to be followed.
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, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Tomas
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1 year ago
Translation
Thank you for your feedback, a note, my account has been verified for ages
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1 year ago
Translation
Hello everyone, I wanted to point out that my payments are still not being processed, but the reason why they are not being paid is now different (currently too many requests) - can you please help me, I don't think uberlucky wants to pay anymore
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1 year ago
Thank you for your patience.
Do I understand correctly that your cashout is still pending in your casino account? Did the casino inform you directly about the delay due to the high volume of cashout requests? If you may, please forward the communication between you and the casino to my email at tomas@casino.guru, or alternatively post it here.
I'll look forward to your reply.
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1 year ago
Translation
Hello Tomas, there are new excuses every day. It is therefore difficult to document (I contact the casino every day in live chat) I am now attaching an example chat, they are all comparable, and I am put off every day...
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1 year ago
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I never thought that this would take on such proportions, I don't have the feeling that there will be a successful conclusion here, status is new now that it only depends on a phone call ... I've been told that apparently 2 weeks.
I can only say that I have made successful withdrawals in the past, my verification is complete... for me it is clear, the casino does not want to pay, for whatever reason, I did everything according to the terms and conditions. As a customer, you are absolutely unable to act,
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1 year ago
Thank you very much, qxa5608, for providing the necessary information. I will now transfer your complaint to my colleague Veronika (veronika.l@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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1 year ago
Dear qxa5608,
I will be taking care of your complaint from now on. I've just reviewed your case and fully understand your concerns about getting the payout. I'll try my best to help you resolve the issue by contacting the casino.
I would like to ask UBERLucky Casino to join the conversation and aid in the resolution of this complaint.
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1 year ago
Translation
Hello, to my surprise I got the call today, the money should now be paid out in the next 24 hours. Everything seems to be going well. I will let you know immediately if I actually get my money as promised. What is worth waiting for
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1 year ago
Dear qxa5608,
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.
Kind regards,
Veronika
Casino.Guru
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