Newlucky Casino - プレイヤーの入金が遅れています。

Deposited 75 euros on the 22nd of November, when not receiving the funds after a day sought contact, they looked into it and would give me an update, sent them an e mail today and its still being "looked into" or processed... Currently self excluded.

Dear Bruceje111,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Have you contacted your payment provider to check if the transaction reached the recipient?

Could you please clarify when exactly you requested to be self-excluded and for how long?

What was the balance in your account when you decided to self-exclude?

Could you kindly specify if you passed the full KYC verification?

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

Best regards

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hi, I am KYC verified, had multiple succesful withdrawals and deposits. I self excluded 3 weeks ago, with no remaining balance except for the outstanding deposit.

I however do not know how to contact the payment provider.

Thank you for your reply. Revolut can be contacted through their website here: https://www.revolut.com/contact-us/

Please forward me the communication between you and the casino customer support regarding the refund of your deposit. My email address is veronika.f@casino.guru. Also, kindly state the exact date when you self-excluded from this casino.

Dear Bruceje111,

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.