Lucky Wins Casino - 選手の退場が遅れました。

On 18th July 2023, I won 1100 euros at Luckywins, a casino I had registered with a few days prior. I had gambled away 100 euros, but I wanted to withdraw my remaining 1000 euros. I requested a withdrawal and was told that it would require 21 business days for it to be processed, as stated in their terms and conditions. However, more than 21 business days have now passed, and I have yet to receive my withdrawal. I have written to them multiple times, but I keep getting the same response- that their finance department has not responded and that I should wait. They keep apologising and so on.

Am 18.07.2023 habe ich 1100 euro bei der Luckywins gewonnen die ich mich vor einigen Tagen damals mich in diese Casino registriert habe 100 Euro hab ich verspielt 1000 Euro wollte ich auszahlen lassen hab es beantragt die schreiben mir das die für eine Auszahlung 21 Werktage Bearbeitung brauchen das steht auch in Geschäftsbedingungen drin aber jetzt ist es über 21 Werktage vergangen habe ich keine Auszahlung bekommen ich hab denen mehr mals geschrieben immer das gleiche die finanzabteilung gibt keine Rückmeldung ich soll warten die entschuldigen sich u.s.w

Dear muratusludur,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that this was your first withdrawal attempt at this casino? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

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

Dear Kristina

I have passed the KYC verification. Yes, I have accumulated an active bonus

LG Murat

Liebe Kristina

Ich habe die KYC Überprüfung bestanden Ja ich habe mit aktiven bonus angesammelt

LG Murat

Dear muratusludur,

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 in 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 to resolve 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.