Lucky Wins Casino - プレイヤーの撤退が遅れています。

I requested a payout on 11/11/21 and have only received evasive answers to this day - always the same - the payout status in my account unchanged - I never took any bonus or free spins - no money to this day - it's my first payout - I've read that you could help one or the other time - I hope in you -

Ich habe am 11.11.21 einen Auszahlung beantragt und bis heute nur ausweichende Antworten bekommen -immer die gleichen - der Auszahlungsstatus in meinem Account unverändert - ich habe nie Bonus oder Freispiele genommen -bis heute kein Geld -es ist meine erste Auszahlung - ich habe gelesen das Ihr das eine oder andere mal helfen konntet -ich hoffe auf euch -

Dear Lutz,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only? Which payment method you have opted for to receive your winnings?

I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

hello, sent in advance thank you

My account details say - Verified Account - selected payment method bank transfer - the message from the casino chat is always the same - high request - is being processed - be patient - the only sentence under payout is: You already have an outstanding payout - this can I don't see - the status has never changed

greetings Lutz

PS. both is photographed pictures could be sent

hallo, voraus geschickt Danke

in meinen Kontangaben steht - Verified Account - gewählte Zahlungsmethode Banküberweisung - die Mitteilung des Casino Chats sind immer die gleichen -hohe Anfrage - ist in Bearbeitung -haben Sie Geduld - unter Auszalung steht seit Beginn nur der Satz : Sie bereits eine austehende Auszahlung - diese kann ich nicht einsehen -der Status hat sich nie verändert

gruß Lutz

PS. beides ist fotografiert Bilder könnten gesendet werden

You could send any relevant communication or supporting evidence to petronela.k@casino.guru. Thank you in advance for your cooperation.

Hi

I just sent you the photos - checked in again at Luckywins - nothing - no changes

greetings Lutz

Hallo

habe euch gerade die Fotos gesendet - gleich nochmal reingeschaut bei Luckywins -nichts -keine Veränderungen

gruß Lutz

Good morning

I can't tell you that.

The sentence has been there since I stopped paying. You can't open it somehow, dreary. The chat always says the same: I see your payout is being processed. Be patient. Everything will be fine. You will receive an email when it has been processed. High payout request. These are the same statements in every chat. I'll try again today.

Greetings lutz

Guten Morgen

Das kann ich Ihnen nicht sagen.

Der Satz steht da seit dem ich die Auszahlung eingestellt habe. Man kann sie nicht öffnen öde irgendwie einsehen. Der Chat sagt immer das gleiche :ich sehe ihre Auszahlung wird bearbeitet. Haben sie Geduld. Alles wird gut. Sie erhalten eine Mail wenn bearbeitet. Hohe Auszahlung Anfrage. Das sind in jedem Chat die gleichen Aussagen. Ich versuche es heute nochmal.

Gruss lutz

Thank you very much, Lutz, for your reply. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) 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 Lutz,

I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Lucky Wins Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Lucky Wins Casino team, could you please state the reason why the player's withdrawal has not yet been processed and when can he expect the payment?

Thank you in advance for providing the information.

Hello I just looked again - nothing has changed

greetings Lutz

Hallo habe gerade nochmal reingeschaut -hat sich nichts geändert

gruß Lutz

We would like to ask Lucky Wins Casino to reply to this complaint. We are extending the timer by 10 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’, which will have a negative impact on the casino's rating.

Since 8 weeks have now passed, I tried the chat again today, they always gave the same answers in a very friendly manner -the status of the payout is unchanged -you cannot open it -there is still - you already have a pending payout

greetings Lutz

Da jetzt 8 Wochen rum sind habe ich heute nochmal den Chat bemüht die sehr freundlich immer dieselben Antworten gegeben haben -der Status der Auszahlung ist unverändert -man kann sie nicht öffnen -da steht immer noch - Sie haben bereits eine Ausstehende Auzahlung

gruß Lutz

Dear Lutz,

Since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru