Lucky Wilds Casino - 決済が遅延しているとのクレームがあります。

I have made deposits on this casino for nearly a year without any wins. When I finally got a win 2 weeks ago I withdrew my money. Beofr I was allowed to withdraw I was asked to upload and ID and to take a selfie using a platform they had. I finished this and made a withdrawal. The chat agent at the time told me my account looked to be in order and I should be paid the next day (friday). Since then I have emailed the casino several times and they keep replying that the cashier hasn't looked at my withdrawal.

I understand a few days or even a week, but when a chat agent tells you something and since then the withdrawal hasnt even been looked at something is up.

Please help me get some clarity

Dear ston98dd,

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 ston98dd,

Have you received your withdrawal from the casino yet?

No I have not

Thank you very much, ston98dd, for providing all the necessary information. I'll try my best to help you resolve the issue by contacting the casino.

I’d like to invite a representative of Lucky Wilds Casino to join the conversation and participate in the investigation of the case. Could you please give us more information about the reasons why the player's withdrawal request is being processed for such a long time?

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.

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. 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 might 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. In the meantime, I recommend you contact the Curacao Gaming Authority (info@gaming-curacao.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help submitting the complaint or how they responded if you can do it independently (veronika.l@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Veronika

Casino Guru Team