LuckyBull Casino - 選手の退出が遅れています。

Currently, we have submitted a withdrawal request of $3087.15 on this casino site, but it will be almost a month.

I played using the deposit bonus on 5/16.

Cleared the conditions, cashed $ 3087.15, exchanged multiple times by submitting materials, and now you can apply for withdrawal on 6/13.

In the beginning, I made an inquiry by email and received a reply, but now I haven't heard from you for about a week since the last inquiry.

現在こちらのカジノサイトで$3087.15の出金申請を出しておりますが、もう少しで1か月が経過します。

5/16に入金ボーナスを使用して遊びました。

条件をクリアし$3087.15を現金化し、資料提出で複数回やり取りをし6/13に出金申請が出来るようになりました。

初めのうちはメールで問い合わせをしており返信もありましたが、現在は最後の問い合わせから1週間ほど連絡が来ません。

Dear kwyuuichi715,

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.

Have you made any successful withdrawals from the casino in the past? Could you please confirm that you have passed the KYC verification?

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,

Tomas

I have never withdrawn before.

This will be the first time.

We have passed KYC certification.

At the time I was in contact with the other party, I did not receive any explanation that there was a lack of authentication.

過去に出金したことはありません。

今回が初となります。

KYC認証には合格しております。

相手と連絡していた時期に、認証に不足があるなどという説明も受けておりません。

Thank you for the explanation.

Before we confront the casino, could you please send me the recent correspondence between you and the casino to my email at tomas@casino.guru?

I sent you an email, so please check it.

メール送りましたので確認お願いします。

Thanks for your emails.

Have you considered depositing a minimum qualifying deposit via Vega, Ecopays, or Muchbetter?

Did the casino inform you how much you would have to deposit in order to withdraw your winnings via this payment method?

yes

I inquired if I could withdraw by depositing with another payment method, but the answer was withheld.

If it is possible to withdraw money after completing the minimum deposit using other payment methods, I would like to start working on it immediately.

はい

他の決済手段で入金をすることにより出金してもらえるか問い合わせをしましたが、答えは保留されていました

もしも他の決済手段で最低限の入金を済ませて出金出来るのであれば直ぐにでも取り掛かりたいと思っています

That is understandable.

Thank you very much, kwyuuichi715, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you kwyuuichi715 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask LuckyBull Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

After this, do I have any additional submissions?

このあと、私はなにか追加で提出するものなどありますか?

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 MADRE – an alternative dispute resolution service (https://madre-online.eu/file-a-claim-international/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/player-hub/lodge-a-complaint/). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter

We’ve reopened this complaint at the request of LuckyBull Casino casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

What should I do?

どう対応すれば良いのでしょうか?

Dear kwyuuichi715, I have received detailed evidence of multi-accounting from the casino. Due to that, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.