Hello dear Casino Guru Team

I made a withdrawal from Lucky Crypto Casino in the amount of 1,200 CHF on October 15, 2023.

As of November 1st, 2023 I have not yet received any money. I wrote to customer support several times and they kept telling me that my request was being processed.

Can you please contact the casino and put pressure on me to receive my money. I have a lot of bills that I still need to pay and I have made plans with this money.

Thank you!

Best regards

Robin L***

Hallo Liebes Casino Guru Team

Ich habe am 15.10.2023 eine Auszahlung bei Lucky Crypto Casino in H?he von 1'200 CHF vorgenommen.

Bis Jetzt 01.11.2023 habe ich noch kein Geld erhalten. Ich habe mehrmals dem Kundensupport geschrieben und die haben mir immer wieder mitgeteilt, dass meine Anfrage in Bearbeitung ist.

K?nnt Ihr bitte das Casino mal kontaktieren und Druck machen dass ich mein Geld erhalte. Ich habe viele Rechnungen die ich noch bezahlten muss und habe fest mit diesem Geld geplant.

Vielen Dank!

Freundliche Grüsse

Robin L***

Dear Robin271202,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

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

Best regards,

Kristina

Hello Kristina

Sorry for the late reply.

Yes, I have successfully received a payout from Lucky Crypto before.

I have passed the KYC and my account is verified.

I accumulated my winnings without a bonus.

Lucky Crypto has all the necessary information from me.

Best regards

Robin L***

Hallo Kristina

Entschuldige die sp?te Antwort.

Ja ich habe schon einmal eine Auszahlung bei Lucky Crypto erfolgreich erhalten.

Die KYC habe ich bestanden und meine Konto ist verifiziert.

Meine Gewinne habe ich ohne Bonus angesammelt.

Lucky Crypto hat alle notwendigen Informationen von mir.

Freundliche Grüsse

Robin L***

Thank you for your reply, Robin271202. Could you please advise when exactly you received the last successful withdrawal and how many days did it take to be processed? Did you use the same withdrawal method in the past?

Have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to [email protected]. Alternatively, you can post it here. Thank you in advance.

Hello Kristina

I'm contacting Casino Guru about our open case.

Unfortunately, I can no longer find the successful withdrawal in my bank history. But that was a long time ago. However, I always chose the same withdrawal method.

I have written to Lucky Crypto several times and asked why I haven't received my money yet. They always replied that the finance department was busy and I would receive my money soon.

I've been waiting almost a month now. I am very dependent on the money. I would be very grateful if you could take further steps and get in touch with Lucky Crypto so that I can receive my money soon.

Thank you.

Best regards

Robin L***

Hallo Kristina

Ich melde mich bezüglich unseren offenen Fall bei Casino Guru.

Ich kann die erfolgreiche Auszahlung leider in meinem Bankverlauf nicht mehr finden. Das ist aber schon lange her. Ich habe jedoch immer dieselbe Auszahlung Methode gew?hlt.

Ich habe Lucky Crypto mehrmals angeschrieben und nachgefragt, wieso ich mein Geld noch nicht bekommen habe. Sie haben mir jedesmal geantwortet, dass die Finanzabteilung viel zu tun hat und ich mein Geld bald erhalten werde.

Ich warte jetzt schon fast ein Monat. Ich bin sehr auf das Geld angewiesen.Ich w?re Ihnen sehr dankbar, wenn Sie weitere Schritte einleiten k?nnten und mit Lucky Crypto in Kontakt treten, sodass ich demn?chst mein Geld erhalte.

Vielen Dank.

Freundliche Grüsse

Robin L***

Thank you very much, Robin271202, for your cooperation. I will now transfer your complaint to my colleague Peter ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you Robin271202 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Lucky Crypto Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

We would like to ask the 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’ which may negatively affect its rating.

Dear Robin271202, I was in contact with a casino representative and was told you should expect your withdrawal this week. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Hi Peter

Thank you for the clarification.

However, to date I have not received any money from Lucky Crypto.

Can you please contact Lucky Crypto again and clarify when I will receive my payout?

Best regards

Robin

Hallo Peter

Vielen Dank für die Abkl?rung.

Jedoch habe ich bis heute noch kein Geld von Lucky Crypto bekommen.

K?nnen Sie bitte nochmals Kontakt mit Lucky Crypto aufnehmen und abkl?ren wann ich meine Auszahlung erhalte?

Freundliche Grüsse

Robin

Dear Robin271202, I contacted the casino affiliated last week but I'm still awaiting a response. I will keep you updated about any further developments.

Dear Robin271202, I have received a response that your withdrawal was supposed to be processed. Have you received your winnings yet? Thank you in advance!

Dear Robin271202,

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.

Dear Robin271202, I was in contact with the casino affiliate and it turns out that unfortunately, they cannot pay withdrawals for the bank account from Switzerland. The casino proposed you use EzeeWallet, Revolut or N26. Will you be able to continue the withdrawal process using any of these options? Keep me updated about any further developments.

Thank you in advance!

Hi Peter

Thank you for your reply.

The casino told me that I should create a Neteller account and pay out my money via Neteller.

I did that and now paid out my money via Neteller (see attachment).

I haven't received any money yet. I hope I will receive this payment soon.

I'll get back to you as soon as I have news.

Best regards

Robin

Hallo Peter

Vielen Dank für deine Rückmeldung.

Das Casino hat mit mitgeteilt das ich einen Neteller Account erstellen soll und meine Geld über Neteller auszahlen soll.

Ich habe das gemacht und mein jetzt über Neteller ausgezahlt (siehe Anhang).

Bis jetzt habe ich noch kein Geld erhalten. Ich hoffe ich werde diese Auszahlung demn?chst erhalten.

Ich melde mich wieder sobald ich Neuigkeiten habe.

Freundliche Grüsse

Robin

Dear Robin271202, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Dear Robin271202,

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.

Hi Peter

I finally received my money!??

Thank you very much for your support????.

Best regards

Robin

Hallo Peter

Ich habe mein Geld endlich erhalten!??

Ich danke dir vielmals für deine Unterstützung????.

Freundliche Grüsse

Robin

Dear Robin271202,

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.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate 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 and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Peter