Lucky Wins Casino - プレイヤーの撤退は遅れています。

On March 7th, 2022 I requested a payout of €700. After repeated consultation via chat and support, I am always put off.

My payment would still be on "wait".

My account is verified and I've also had 3 withdrawals at this casino in no more than 7 business days.

It's been 15 working days without weekends and still nothing happened.

The chat is simply ended no further information as well as the support via email.

Ich habe am 07.03.2022 eine Auszahlung von 700€ beauftragt. Nach mehrmaliger Rücksprache per Chat und Support, werde ich immer vertröstet.

Meine Auszahlung würde noch auf "warten" stehn.

Mein Konto ist verifiziert und ich hatte auch schon 3 Auszahlungen in diesem Casino, die nicht länger als 7 Werktage gedauert haben.

Es sind 15 Werkage ohne Wochenenden vergangen und noch immer nichts passiert.

Der Chat wird einfach beendet keine weiteren Auskünfte genauso beim Support per Mail.

Dear hkraemer1965,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Which method to withdraw your winnings have you opted for? Was it the same one you used before?

Could you please advise when you received your last withdrawal?

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

Looking forward to hearing from you.

Best regards,

Kristina

Bank transfer, as with the previous ones.

Last payout was on January 29, 2022.

Only standard mails came

that have been copied

Banktransfer, wie bei den vorherigen auch.

Letzte Auszahlung war am 29. Januar 2022.

Es kamen immer nur Standard Mails

Die kopiert wurden

Thank you for your reply, hkraemer1965. Have you accumulated your winnings with or without an active bonus, please?

Bonus was played

So WAGER showed zero

Ie without bonus the profits achieved

Bonus war abgespielt

Also WAGER zeigte null an

D.h. ohne Bonus den Gewinnn erzielt

Even if you play with a bonus, you cannot request a payout, it then says that the bonus must first be played before a payout is possible.

Therefore, I could not have requested a payout with a bonus.

Man kann auch wenn man mit Bonus spielt, keine Auszahlung beantragen, es steht dann da dass erst der Bonus abgespielt werden muss, bevor eine Auszahlung möglich ist.

Also von daher hätte ich mit Bonus keine Auszahlung beantragen können.

This email also came as a confirmation of the payout dated March 7th

Diese Mail, kam auch als Bestätigung für die Auszahlung vom 07. März

Dear hkraemer1965,

Unfortunately, we have come to a point, where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 15+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us.

Sadly, we are forced to close your complaint as "unresolved."This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue however, the decrease of rating caused by unresolved complaints could change the casino's approach.

Regrettably, we have no other choice since it seems to be a common practice of Lucky Wins Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our failed attempts to negotiate.

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts resolving any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Lucky Wins Casino. I wish I could be of more help.

 

The casino can reopen this complaint anytime.

We received an email from hkraemer1965 confirming that the withdrawal has been processed and received. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.