Lucky Mister Casino - プレイヤーの多額の出金が遅れました。

Hello I made multiple deposits at luckymister casino in the end around 1400 euros then went on a winning streak and managed to win over 30k euros then went through the verification process then was told they had to do a investigation on the win the personal manager they gave me said it would be a few days a few days past nothing then they said a week then nothing then they said 10 business days still nothing now my personal mangers number has been disconnected and the number Is for sale please can you help me recover my money

Dear steviemitchell2023,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. 

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos take KYC lightly and it might take a few working days to complete this thorough process. 

Have you been informed what specifically seems to be a problem in verifying your account? Which games you’ve been playing (live casino games, slots, or sports betting)? Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

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

Best regards,

Petronela

My account has been verified successfully weeks ago after the t was verified they said they wanted to do a investigation in to gameplay that was weeks ago

Also I was playing live blackjack and roulette and played without a bonus

Thank you very much, steviemitchell2023, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello steviemitchell2023,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Lucky Mister Casino to join the conversation and participate in the resolution of this complaint.

Dear Lucky Mister Casino,

Can you please provide an update on the payment status?

Thank you.

Kind regards,

Tomas

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.

Dear steviemitchell2023,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Tomas