LetsLucky Casino - プレイヤーが賞金を受け取れずにいます。

I am writing to reach out for assistance regarding a withdrawal from Let’s Lucky Casino. I had recently won $1075 while playing BlackJack on this site. Come withdrawl time, I used the same method as before (which worked before), however now they are asking me to verify cards on my account which they claim were used to make deposits. After telling them that’s false and the deposits were being made via Apple Pay, they canceled the withdrawal and continued to tell me to verify my cards.

I’ve tried to explain to them multiple times that one of the cards on my account, I do not possess anymore as it was compromised and thrown away. They are asking me to get statements from my bank with the cards information and my name on it, however my bank, Wealthsimple does not provide that within the statements as it is a security risk. I have explained this to support on the casino website, however they are not understanding what so ever.

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Dear Lossh,

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

Dear Lossh,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Dear Lossh,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Karla
Casino.Guru