The player from Germany had been waiting for a withdrawal to be processed for more than 5 weeks before submitting the complaint. The complaint has been closed as 'unresolved' because the casino failed to reply and cooperate in resolving the complaint. There was no any progress even 3 weeks after the casino was notified about the player's complaint.
Lucky Wins Casino - Player’s withdrawal has been delayed.
Black points: 337
Amount: €3,900
Lucky Wins 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.
0.8
Lucky Wins Casino has a Safety Index of 0.8, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction policy
UNRESOLVED
Case summary
3 years ago
Public
LUTZ
Unregistered user
Public
3 years ago
Translation
I requested a payout on 11/11/21 and have only received evasive answers to this day - always the same - the payout status in my account unchanged - I never took any bonus or free spins - no money to this day - it's my first payout - I've read that you could help one or the other time - I hope in you -
Automatic translation:
Public
Head of Complaint Resolution Center
Public
3 years ago
Dear Lutz,
Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only? Which payment method you have opted for to receive your winnings?
I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
Public
LUTZ
Unregistered user
Public
3 years ago
Translation
hello, sent in advance thank you
My account details say - Verified Account - selected payment method bank transfer - the message from the casino chat is always the same - high request - is being processed - be patient - the only sentence under payout is: You already have an outstanding payout - this can I don't see - the status has never changed
greetings Lutz
PS. both is photographed pictures could be sent
Automatic translation:
Public
Head of Complaint Resolution Center
Public
3 years ago
You could send any relevant communication or supporting evidence to [email protected]. Thank you in advance for your cooperation.
Public
LUTZ
Unregistered user
Public
3 years ago
Translation
Hi
I just sent you the photos - checked in again at Luckywins - nothing - no changes
greetings Lutz
Automatic translation:
Public
LUTZ
Unregistered user
Public
3 years ago
Translation
Good morning
I can't tell you that.
The sentence has been there since I stopped paying. You can't open it somehow, dreary. The chat always says the same: I see your payout is being processed. Be patient. Everything will be fine. You will receive an email when it has been processed. High payout request. These are the same statements in every chat. I'll try again today.
Greetings lutz
Automatic translation:
Public
Head of Complaint Resolution Center
Public
3 years ago
Thank you very much, Lutz, for your reply. I will now transfer your complaint to my colleague Branislav ([email protected]) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Public
Complaint Specialist
Public
3 years ago
Hello Lutz,
I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.
Now I would like to invite Lucky Wins Casino representative to join this conversation and participate in the resolution of this complaint.
Dear Lucky Wins Casino team, could you please state the reason why the player's withdrawal has not yet been processed and when can he expect the payment?
Thank you in advance for providing the information.
Public
LUTZ
Unregistered user
Public
3 years ago
Translation
Hello I just looked again - nothing has changed
greetings Lutz
Automatic translation:
Public
Complaint Specialist
Public
3 years ago
We would like to ask Lucky Wins Casino to reply to this complaint. We are extending the timer by 10 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’, which will have a negative impact on the casino's rating.
Public
LUTZ
Unregistered user
Public
3 years ago
Translation
Since 8 weeks have now passed, I tried the chat again today, they always gave the same answers in a very friendly manner -the status of the payout is unchanged -you cannot open it -there is still - you already have a pending payout
greetings Lutz
Automatic translation:
Public
Complaint Specialist
Public
3 years ago
Dear Lutz,
Since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.
I sincerely hope you will not come across a problem like this again.
The casino can reopen this complaint anytime.
Best regards,
Branislav, www.kpvfaw.com
