The player from Germany had requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings had not been received yet. After several attempts to resolve the issue through live chat, the player successfully received his money. The Complaints Team marked the complaint as resolved and expressed appreciation for his cooperation.
Lucky Ones Casino - Player’s withdrawal has been delayed.
Amount: €4,000
Lucky Ones Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
2.9
Lucky Ones Casino has a Safety Index of 2.9, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 month ago
Public
Public
1 month ago
Translation
Hello everyone.
I made my withdrawal at LuckyOnes on May 6, 2025. It's about €4,000.
I've deposited several times before and always lost, which is understandable since it's gambling.
Well, on May 6th it was different and I was lucky enough to win €4000, normally €7500, but I've already lost €3500 and have been waiting for this payout for over two working days.
The live chat also said that the payout would be reflected in my account within 48 hours.
One employee says this and another says that, I think that's an absolute cheek, especially since it's a very popular brand and, according to the license, it shouldn't even take 24 hours for the payout.
I ask for help, otherwise clarification from @LuckyOnes.
I definitely did not violate the bonus terms and conditions, and it is almost impossible to violate the bonus terms and conditions there.
Thank you for your help and have a pleasant evening!
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
1 month ago
Dear spielonymous,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.
Public
Public
1 month ago
Translation
Hey, it's almost impossible to handle this with confidence anymore.
Unfortunately, I think it's a disgrace that my money is being kept waiting, no one is taking care of it, and one supporter in the chat was the horniest and told me "I should find out if I'm allowed to play there."
Why does the support work there at the casino if he wants to tell me that he doesn't offer a casino? That's a bit ridiculous.
Yes, I am definitely fully verified. My withdrawal request has been open for 3 days and nothing has changed.
I don't get any concrete answers, it's all just annoying.
Normally, Dama branded casinos are super reliable and very fast, but this is just a tragedy.
I'm asking @Lucky Ones Casino for a specific timeframe.
Best regards
Edited
Automatic translation:
Public
Public
1 month ago
Translation
Thread can be closed, after several attempts in the live chat, I finally got my money!
Nevertheless, thank you for the opportunity to call for help, have a nice weekend!
Automatic translation:
Public
Casino Analyst & Complaint Specialist
Public
1 month ago
Dear spielonymous,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/www.kpvfaw.com. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Dominika
www.kpvfaw.com
