Good Day,

I have been waiting for my money for 7 days now. The casino said they have sent the money and now it depends on the processing by the payment service provider. I was to report back after 7 days so that they could start the investigation. However, today I have been told to wait until Friday again.

Guten Tag,

Ich warte seit 7. Tagen auf mein Geld. Das Casino sagte, sie haben das Geld geschickt und jetzt kommt es auf die Verarbeitung bei den Zahlungsdienstleister an. Ich sollte mich nach 7. Tagen noch einmal melden, damit Sie mit der Prüfung beginnen. Heute wurde mir jedoch gesagt, ich sollte nochmals bis Freitag warten.

Hello Mickstar,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with LuckyWins! 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 verification/withdrawal to be processed specially if it’s your first ever request.

Looking forward to your answer.

Regards,

Nick

I am fully verified. I just wrote to the casino. They want to contact the payment service provider.

ich bin vollst?ndig Verifiziert. Ich habe gerade noch mit dem Casino geschrieben. Diese wollen sich an den Zahlungsdienstleister werden.

Hello Mickstar,

As advised above, withdrawal may take up to 14 days, depending on payment provider as well. I would recommend to wait out the advised period and if the withdrawal would still not arrive, we may try to intervene.

Okay

Hello, I still haven't received payment and I'm being held up!

Guten Tag, ich habe immer noch keine Zahlung erhalten und werde hingehalten !

Hello Mickstar,

The recommended period still has not passed. Let us know during the next week regarding any update.

Okay

Three weeks have passed now. The money should arrive by now, shouldn't it?

Es sind nun 3. Wochen vergangen. Das Geld sollte mal ankommen oder nicht ?

Thank you Mickstar for all the information provided. I will now forward your complaint to my colleague Dominika ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Mickstar,

This is Dominika and from now on, I will be taking care of your complaint. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite LuckyWins! Casino representative to join this conversation and participate in the resolution of this complaint.

Kind regards,

Dominika

www.kpvfaw.com

The case is solved. Money received. Thank you!

Der Fall ist gel?st. Geld erhalten. Danke !

Dear Mickstar,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Dominika

www.kpvfaw.com