LuckyHour Casino - プレイヤーの撤退が遅れています。

Hello, I played without a bonus and managed to win 500 euros. Three days ago, I requested a withdrawal. After 3 days, or 72 hours, it still hasn't been processed, and customer support keeps repeating the same things. This doesn't seem like proper behavior to me.

Buongiorno, ho giocato senza bonus e sono riuscito a vincere 500 euro, 3 giorni fa ho richiesto il prelievo. Dopo 3 giorni ovvero 72 ore non è stato ancora elaborato, l’assistenza continua a ripetere sempre le stesse cose. Non mi sembra un comportamento corretto.

Hello ammiratimanuele,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with LuckyHour Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Did you accumulate your winnings with real money or did you use a bonus?
• When was the last time you spoke to the casino and what was it about?

Please note that we recommend to wait at least 14 days for your withdrawal to be processed specially if it’s your first ever request.

Looking forward to your answer.

Regards,

Nick

Hello, the account is fully verified since Friday (I attach screenshot and email). I played with my money without any bonus. I spoke to them 3 days ago and they told me that the withdrawal would be processed today but it was not and then they did not respond to any emails.

Buongiorno l’account è completamente verificato da venerdì(allego screenshot e mail). Ho giocato con i miei soldi senza alcun bonus. Ho parlato con loro 3 giorni fa e mi hanno detto che il prelievo sarebbe stato elaborato in giornata ma così non è stato poi non hanno più risposto ad alcuna mail.

Dear Ammiratimanuele,

As mentioned in my previous message, withdrawals can take up to 14 days to process.

Please keep us informed of any updates. In the meantime, I can only recommend waiting for the process to complete.

Best regards,

Nick

Dear ammiratimanuele,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.