DuckyLuck Casino - Výběr hráče je opožděný.

Hello,

I was trying a new site and really enjoy the game choices and was easy to deposit. I finally won and the withdrawal is not quite as enjoyable. I first tried to withdraw my 450 on 1/10 but then nothing, so I reversed the withdrawal thinking I did something and rewithdrew it and am still waiting..... they seem to take the money so easy but giving the winnings doesn't seem so simple. I've tried chatting and it says session expired? Then I've sent emails and no response. I am very disappointed and would just like my winnings.

Dear aliciarose5,

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

Dear aliciarose5,

Have you received your withdrawal from the casino yet?

I have not yet received my withdrawal.

Thank you for your reply, aliciarose5. Do I understand correctly that this was your first withdrawal attempt? Could you please advise if you have passed the KYC verification?

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

I had no bonus and sent in my verification documents a week ago which on the website is nowhere to be found. I had to file this complaint to even know that was a thing. It's just wild to me how they can take the money so easily but won't give you your winnings, it's ridiculous.

One last thing before we contact the casino - could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear aliciarose5,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.