LuckyWins! Casino - Výběr hráče byl zpožděn.

I verified myself on this website a couple of months ago and had problems with the withdrawal method from the beginning. After a lot of back and forth, they suggested a method called the "MuchBetter" app. It's a well-known method for money deposits and withdrawals in online casinos. I had a couple of successful withdrawals using this app on their website. My last successful withdrawal using the same app was on June 27, 2024. The day after, on June 28, 2024, I requested another withdrawal and informed the agent that I wanted to take a break from gambling. Suddenly, they told me that they needed to investigate the withdrawal process further. Now, after three weeks (July 18th), I am still waiting for my money. They haven't given me any updates about their investigation and only send me template messages when I contact them.

Dear amirhparizi94,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with LuckyWins! Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Have you requested a self-exclusion in your account, while waiting for a withdrawal?

I checked the responsible gaming section of the casino and found this: https://www.luckywins.com/responsible-gaming

Cooling-Off Limit. You can set a Cooling-Off Period for a definite period of time. While the limit is active you cannot deposit to the Casino and you will be excluded from all promotional offers, although you may withdraw the remaining funds during this period. Cooling-Off period is applied to your account immediately. Upon its expiring your account will automatically be re-activated.

Self-Exclusion Limit. You can set a Self-Exclusion Limit for a definite period of time. Upon doing so your Player Account will immediately be disabled and you will be excluded from all promotional offers for the set period. You will not be able to deposit or withdraw funds when the limit is active. Upon its expiring your account will automatically be re-activated.

• Could you please share your communication with casino support on the topic? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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,

Tomas

Hi Thomas,

Thank you for your message. No , I did not self-exclude myself . I just told the agent that I am planning to do that after this withdraw and this happened. Attached you can find the last conversation I had with the live agent with the same template that I got in the last three weeks!

Please let me know if you need anything else.



UPDATE : They just rejected my request and ask me to withdraw using another option . I cannot use other options. I deposited my money using this app and I want to use the same method to withdraw like the last couple times. They just said we cannot tell you why but we are not going to process the withdraw using the "Much Better" app.

Dear amirhparizi94,

thanks for the update.

Please understand, that the variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers, and bank restrictions, all have a major influence. If a payment method was available for deposits, it doesn’t mean necessarily, that it will be offered for withdrawals too, also it can be discontinued at any time. Unfortunately, casinos are sometimes powerless and limited in offering payment methods to their customers.

• Did you receive any particular instructions regarding using a different payment method, such as the need for a deposit, the specific payment method you need to use etc.?

Dear amirhparizi94,

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

The matter is solved and I received my money.

Thanks!

Dear amirhparizi94,

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,

Tomas

Casino.Guru