Lucky Wins Casino - プレイヤーの撤退が遅れています。

I made a withdrawal request on january 4th. It should take 7-21 business days to receive the withdrawal. I still haven’t received it and the pending status in my account is not changing. I just messaged them again by chat and got the answer to be patience and that sometimes the withdrawal process takes longer than expected.

I really never had to wait this long at any other casino to receive a withdrawal.

Dear esmeradil,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

If there is any other relevant communication between you and the casino, please, forward it to kristina.s@casino.guru, or alternatively, post it here.

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

Best regards,

Kristina

Yes verification is completed. I added a screenshot of the verification when submitting my complaint. Did you receive it?

Thank you very much esmeradil for your reply. I am sorry, I probably missed that. Could you please advise if this was your first withdrawal attempt?

Yes this was my first attempt on January 4th

Thank you very much esmeradil for your cooperation so far. I will now transfer your complaint to my colleague Adam (adam.m@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 soon.

Thank you! 🙂

Hello Esmeradil2,

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

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

Can you provide any update on the status of the player's withdrawal?

Since January 4th withdrawal status still the same. No change in status. It says" you already have a pending withdrawal ".

We would like to ask Lucky Wins 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Dear Esmeradil2,

I have tried to contact the casino repeatedly but without success. Since the casino has no license and doesn't refer to any ADR service, I’m afraid there is nothing that can be done without cooperation from them.

I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints may help to change the casino's approach.

I can only recommend you take a moment and read a review of each casino before you start playing in the future and only play in licensed casinos with a good rating. I wish I could have been of more help.

Best regards,

Adam