Lucky Wilds Casino - El retiro de 400 € del jugador se retrasa.

I made a withdrawal of €400 on February 1. I immediately sent the KYC documents and there shouldn't be any problems with them. I haven't received any confirmation or inquiries from the casino via email. In live chat (if it happens to be open) they just say that they will forward the message but nothing happens. I have made one withdrawal of €160 without any issues.

Olen tehnyt 2.1 400€ noston. Lähetin heti kyc documentit ja niissä ei pitäisi olla mitään ongelmaa. Kasinolta ei ole tullu mitään vahvistusta tai kyselyjä sähköpostiin. Livechatissa (jos se sattuu joskus olemaan auki) sanotaan vain että laitetaan viestiä eteenpäin mutta mitään ei tapahdu. Olen tehnyt yhden 160€ noston ilman ongelmia.

Dear APUPAPPI,

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.

• When was the last time you were in contact with casino support?
• Could you please share a screenshot of your withdrawal request in your casino account?

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

Thank you very much, APUPAPPI, for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru) 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.  

Dear APUPAPPI,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Lucky Wilds Casino representative to join this conversation.

Dear Lucky Wilds Casino,

Could you please clarify, why the player's withdrawal has been delayed?

Thank you in advance,

Mirka

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.

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.

I have tried to contact the casino repeatedly but had no success.

I’m afraid there is not much that can be achieved without cooperation from its side.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue.

However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

In the meantime, I recommend you contact the Curacao Gaming Authority (info@gaming-curacao.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (miroslava.d@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Mirka

Casino.Guru