Lucky Luke Casino - プレイヤーの撤退が遅れています。

I have been depositing on this casino for months. Verified immediately. I requested a cashout on the 14th of Oct and was told I had to re-verify. That was okay. 16th Oct withdrawal approved and then processed. Time frame as stated by them on the email was 3-5 banking days. I contacted them again on the 24th Oct via email, as the 'banking days' had since passed. Their response:

"We have reviewed your last inquiry and we would like to inform you that your withdrawal request was processed on 15/10/2020, however unfortunately there is an issue with Wire Cards which is on the bank side, once it has been solved you will be informed via email, we apologize for the inconveniences caused, thanks for your patience and understanding."

29th Oct I contact them again via email, as Ive had no updates and send in my past 30 days bank statement to show I have not received funds. Their response:

"Kindly note that withdraws are stuck on intermediary banks for all players due to the current situation, however, we received information that this should be solved shortly and as soon as the funds are released you will receive it."

4th Nov I contact them via live chat and am asked to wait until Friday to see if I get any funds. That will then be 15 business days and 21 days total. Now had they have been the ones to update me every few days I would be fine. But for me to chase it up is ridiculous. Would not recommend them to anyone.

Dear tarnz87,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise if it were your first withdrawal attempt in this casino? Have you received any payment receipt or a reference number for the transaction from the casino?

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, especially if it’s your first withdrawal.

From the forwarded communication it looks like the casino has its hands tied as the problem is the intermediary bank and is the same for all the players. Hopefully, the issue will be solved shortly and you you’ll receive your delayed withdrawal.

Please keep me informed. Thank you in advance.

Best regards,

Petronela

This is my 1st withdrawal on this casino. Ive withdrawn successfully on many other casino and never waited more than 5 business days. They did provide a reference number. I've even contacted my bank to see if they can see anything. I suppose its just a waiting game by the looks of it.

I will set the timer for additional 6 days and hope you’ll update me with good news by then.

If there’s no development by next Wednesday, we will intervene. Thank you in advance for your patience.

Okay so the timer has 1 more hour before this opportunity expires - I have had no further development or contact from the casino since my last interaction when I filed this

Thank you very much, tarnz87, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello tarnz87,

I looked at your complaint and will do my best to help you. I would like to invite Lucky Luke Casino into this conversation. Can you please specify what is the problem with player’s withdrawal?

UPDATE - Funds have just cleared. Thank you for your assistance in this matter Casino Guru

Dear tarnz87,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru