OnLuck Casino - プレイヤーの撤退が遅れています。

I have constantly been trying to withdraw my winnings from onluck. They are being approved but no money is getting paid into my bank.

This is the fourth time I have tried now, it is march 2nd 2026.

Constant sending of bank statements to prove I haven't received winnings.

This isn't fair... I was relying on this extra cash for Xmas.

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Dear Didz-1981,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions so I can fully understand the situation.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards

Petra

Hi Petra

This is my first time using onluck so I have never made a withdrawal before.

All my i.d has been verified and my withdrawal has been accepted (again)

I didn't use any bonus.

I keep being told technical issues

Thank you for your reply and for providing the previous details, Didz-1981.

• Could you please clarify the exact date when you requested the withdrawal?
• Which payment method did you choose to withdraw your winnings? Was it the same one you used for your deposit?
• Could you please update us on the current status of your withdrawal request? Is it marked as pending or processed in your casino account? If possible, please upload a screenshot of your withdrawal history directly to this thread.
• Could you also provide any additional communication you had with the casino? This may include screenshots, emails, or chat records. You can send all the documents to: petra.h@casino.guru or post your screenshots in the thread.

Thank you again for your cooperation.

Hi Petra, I've emailed you

Dear Didz-1981

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Romi (romana.r@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Petra

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the OnLuck Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear OnLuck Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

Dear Casino Guru Team,

We would like to clarify the situation regarding the player’s withdrawal request.

Multiple withdrawal attempts were made to the player’s selected payment method (MiFinity). However, all transactions were returned as they were declined by the payment provider. As an alternative, the player was advised to use a bank card for withdrawal, but Didz-1981 informed us that this option is not available to them.

At present, there are no alternative withdrawal methods supported for this account. We are currently awaiting a response from the payment service provider (PSP) regarding the declined transactions.

Please be assured that we are actively monitoring the situation and will proceed with the withdrawal as soon as we receive clarification from the provider.

Thank you for your understanding.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello everyone involved in this case,

We are genuinely committed to providing a positive experience and assisting our players. However, certain situations also require cooperation from the player’s side—for example, attempting withdrawals via different methods. We made multiple withdrawal attempts, but unfortunately, the funds were consistently returned.

As clearly shown in the screenshot provided by the player, the payments were successfully processed on our side. This means the issue is not related to any refusal or delay from us, which is also evident from the provided evidence.

What we can do is suggest possible solutions. In this case, the player was advised to try alternative payment methods available, such as card payments.

The issue originates on the player’s side. In particular, the selected withdrawal method has been rejecting the transactions for unspecified reasons, which could be related to limitations, availability, or other factors. As we are not a payment processor, we do not have control over how third-party financial institutions handle transactions, nor can we be held responsible for their decisions.

In summary, considering the above, we do not believe this complaint is justified. We fulfilled our responsibilities by attempting the payment multiple times and offering the player alternative withdrawal options.

We would also like to emphasize that the player’s cooperation and willingness to follow our recommendations are essential in this situation, as they directly impact the outcome.

Thank you for your understanding.

Thank you, OnLuck Casino, for your input.

Dear user,

Please let us know what you think about this offer.

As the casino representative wrote above, they really offered you to use an alternative payment method, which you should do because otherwise, I am unable to do much, unfortunately.

Thank you.

Respectfully,

Romi

Dear Didz-1981,

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,
Romi
Casino.Guru