Hi!

I deposited 49.35 using Bitcoin on 4/27/20. I did not use a bonus of any kind. I won 602.07 and requested a withdrawal via Bitcoin on 5/27/20. I sent in the requested documentation and sent an email asking about the status of my withdrawal and received no response, I talked to live chat 3 times asking about my status and was given various excuses. I sent my documentation again on 7/30 with yet another request and still have not received a response.

Please help Casino Guru!

Libbie B******

Dear libster66,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. None of the serious and licensed casinos takes KYC lightly and it might take few working days completing this thorough procedure. If all the data is correct, there should be no reason for the casino to delay your withdrawal. I fully understand it may be frustrating to send all the documents over and over again but it's a common procedure in almost every casino.

Please forward any relevant communication between you and the casino to [email protected].

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

Best regards,

Nick

Thank you so much for your reply and info. I will resend all the documents today. They are all correct and and everything they requested.

Thank you so much for your help

Libbie

Dear libster66,

Thank you for letting us that your case is moving forward. Please let us know if there will by any update.

Thank you in advance.

Best regards,

Nick

Dear libster66,

Is there any update regarding the case? I'll extend the timer by 7 days. If we won't get any answer from you we will be forced to reject the complaint.

Thank you very much libster66 for providing all the necessary information. I will now transfer your complaint to my colleague Viliam 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.

Hello libster66,

I looked at your complaint and will do my best to help you. I would like to invite Crazy Luck Casino into this conversation. Can you please specify what is the problem with player’s withdrawal?

We would like to ask the Crazy Luck 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’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.

I reopened this complaint as per Casino's request.

We have paid the withdraw of this player and we apologize for the delay.

Dear libster,

did you receive your winnings?

Dear libster,

please check your payment details in profile and make sure that everything is updated.

Try to log in and contact live chat support (while logged in).

Dear Casino,

player obviously send you correct Bitcoin address few months ago. Please, can you send her winnings to the correct address?

Villiam,

I do not see that I have ever sent a document asking for money to be sent to that bitcoin address and I do not see that address in my bitcoin.com or coinbase wallet. May I please see the document i sent updating my bitcoin address to that one?

Thank you

Libster

Also, may I please have the Transaction ID from Crazyluck so I may track the transaction?

Thank you so much

Dear Casino,

please answer player's questions and make a statement.

Hi!

I am so very happy to say that Crazy Luck has come through with my payout and I have received my winnings. Thank you Crazy Luck and thanks to all of you here at Casino Guru for helping me yet again.!

Libster66

Dear Libster,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam