Lucky Wins Casino - Výběr hráče byl zpožděn.

On April 26, 2022, I initiated a payout of €500.00 at this casino. However, until today (June 6th, 2022) I have not received any money from the casino in my account!!

I have contacted customer service several times and was always texted with the same excuse with the reason (lack of staff, the finance department is checking and I should of course be patient) every time I am dumped with these statements!!! It says processing would take 7-21 days and we're well past that. I have never seen a casino that makes such a problem when it comes to a payout! Now it comes across that the casino doesn't want to pay out its "customers" as soon as they win! It's a cheek to be fobbed off with the same excuses every time !

Ich hatte bei diesem Casino am 26.April.2022 eine Auszahlung veranlasst von 500,00€. Jedoch habe ich bis heute (06.Juni.2022) kein Geld von dem Casino auf meinem Konto erhalten!!

Ich habe mehrfach den Kundendienst kontaktiert und wurde immer mit der gleichen Ausrede zugetextet mit der Begründung (Personalmangel, die Finanzabteilung ist am überprüfen und ich soll natürlich Geduld haben) jedes Mal werde ich mit diesen Aussagen abserviert!!! Es heißt die Bearbeitung würde 7-21 Tage dauern und darüber sind wir schon längst hinaus. Ich habe noch nie ein Casino gesehen die so Probleme macht was eine Auszahlung angeht! Mittlerweile kommt es so rüber dass das Casino seine „Kunden" nicht ausbezahlen möchte sobald sie gewinnen! Es ist eine Frechheit jedes Mal abgespeist zu werden mit dem gleichen Ausreden !

Dear Aylin,

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, please?

Have you tried contacting the casino regarding this issue? If there is any relevant communication between you and the casino, please, forward it to kristina.s@casino.guru. Alternatively, you can post it here.

Thank you very much in advance for your reply.

Best regards,

Kristina

Yes of course I contacted the casino and I did it regularly!

I've had a few payouts at other casinos without any problems. This is my first payout at this casino, or it should be my first payout.

I had also sent everything by email several times, but nothing happened!

Ja natürlich habe ich das Casino kontaktiert und das regelmäßig!

Ich hatte bei anderen Casinos schon paar mal eine Auszahlung ohne Probleme, bei diesem jetzigen Casino ist das meine erste Auszahlung bzw. sollte es meine erste Auszahlung sein.

Ich hatte auch per email mehrmals alles hingeschickt aber es tut sich nichts !

Dear Aylin,

Unfortunately, we have come to a point, where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 15+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us.

Sadly, we are forced to close your complaint as "unresolved."This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, we have no other choice since it seems to be a common practice of Lucky Wins Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our failed attempts to negotiate.

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Lucky Wins Casino. I wish I could be of more help.

The casino can reopen this complaint anytime.