LightCasino - El jugador tiene dificultades para retirar sus ganancias.

I deposited a bit over 1000€ to the lightcasino and played without bonus. I managed to win 3500€. I have now tried to get my first 500€ withdrawal out for 11 days without success. First withdrawal i made 08.04.2022 using rapidtransfer. It was processed 12.04.2022 and they cancel the withdrawal. I think they tried to pay the money in my skrill e-wallet which is closed for some reason, but with rapid transfer i have allways gotten the money straight to my bank account. That same day i made a minimum deposit using Neteller and made a withdrawal of 500€ using Neteller. So the Neteller withdrawals that are pending right now are made 12.04, 14.04 and 15.04. After waiting i was promised that the oldest withdrawal will be procecced 18.04, it was not. Today (19.04.2022) I was promised again that my first withdrawal will be processed today 19.04 and the next two are processed 22.04 and 25.04. The financial department have stopped working today at 17:00 GMT and the withdrawal was not processed and i got no aswer. I have now waited enough and have no patience left. This is ridiculous. I have all these conversations with empty promises saved in my email. 

Dear Lauri,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal issue.

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.

Could you please advise if you have been informed about any alternative method to withdraw your winnings? Were your withdrawals via Neteller approved successfully?

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

Best regards,

Petronela

Hello Petronela and thank you for your prompt reply!

I have finally received my first withdrawal to Neteller this morning. The Lightcasino Terms of Use state that withdrawals will be processed within three business days. This withdrawal was not processed until the ninth day after the withdrawal was made. I’m disappointed that customer service has promised for many days that my withdrawal will be processed that day, but I’m relieved that I finally got through my first withdrawal. I have three more pending € 500 withdrawals and an additional € 1,500 waiting in my account. I hope that the rest of my withdrawal will be paid as agreed.

- Lauri

Hei Petronela ja kiitos nopeasta vastauksestasi!

Olen tänään aamulla vihdoin vastaanottanut ensimmäisen nostoni Netelleriin. Lightcasinon käyttöehdoissa kerrotaan, että kotiutukset käsitellään kolmen arkipäivän kuluessa. Tämä kotiutus käsiteltiin vasta yhdeksäntenä päivänä noston tekemisestä. Olen pettynyt siihen, että asiakaspalvelu on luvannut jo monena päivänä, että kotiutukseni käsitellään loppuun kyseisenä päivänä, mutta olen helpottunut, että lopulta sain ensimmäisen nostoni läpi. Minulla on vielä kolme vireillä olevaa 500€ nostoa ja lisäksi 1500€ odottaa pelitilillä. Toivon, että loput nostoni maksetaan sovitusti.

- Lauri

Thank you very much, Lauri, for the update. Please keep me informed about any further developments. I believe you will receive the rest of the winnings in no time.

Hey,

In the end, everything went well and the money was paid on schedule. Slow though, but paid.

The case can be closed on my behalf. Thanks for help.

Hei,

Lopulta kaikki meni hyvin ja rahat maksettiin luvatulla aikataululla. Hitaasti tosin, mutta maksettiin.

Tapauksen voi puolestani sulkea. Kiitos avusta.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Lauri, for your cooperation and confirmation, and please don’t 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,

Petronela

Casino.Guru