Lukki Casino - 決済が遅延しているとのクレームがあります。

Hello,

On 13.07.2025, I made a withdrawal of 802 euros from Lukki casino, but to date I have neither received the money nor has my verification been completed.

Only my ID card has been verified. I have uploaded documents for the address multiple times, but they only respond with automated messages that "the case has been forwarded to the team." I have spoken to 6 different representatives (I have screenshots of the conversations) - they all repeat the same thing.

I suspect an intentional delay in verification to avoid paying the amount.

I ask for your cooperation and investigation. I am ready to provide all evidence.

Здравейте,

На 13.07.2025 г. направих теглене на сума от 802 евро от казино Lukki, но до днес нито съм получил парите, нито е завършена верификацията ми.

Верифицирана ми е само личната карта. За адреса съм качил документи многократно, но отговарят само с автоматични съобщения, че „казусът е препратен към екипа". Говорих с 6 различни представители (имам скрийншотове от разговорите) – всички повтарят едно и също.

Подозирам умишлено забавяне на верификацията, за да не се изплати сумата.

Моля за съдействие и разследване. Готов съм да предоставя всички доказателства.

Dear player,

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 the 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

PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear player,

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.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear player,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Dominika