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Hello, 8 weeks ago I made a profit of €400 in this casino without using a bonus, then requested the payout and received an email within 2 days that the payout will be paid out between 7-21 days. Unfortunately this hasn't happened to date. I often contact customer service because I always get the same message, it's forwarded. They have to wait for the finance department and some of them close the chat immediately without giving me an answer. Does anyone have experience and still received their payout after such a long time or is there a lawyer who clarifies such matters?

Hallo, ich habe vor 8 Wochen einen Gewinn in diesem Casino erzielt von 400€ ohne einen Bonus zu benutzen habe dann die Auszahlung beantragt und innerhalb 2. Tagen eine email erhalten das die Auszahlung zwischen 7-21 Tage ausgezahlt wird. Dies ist leider bis heute nicht passiert ich wende mich häufig an den Kunden Dienst da bekomme ich immer die selbe Nachricht es wird weiter geleitet sie müssen auf die finanzabteilung warten und manche davon schließen den Chat sofort ohne mir eine Antwort zu geben. Hat jemand Erfahrung und seine Auszahlung nach so einer langen Zeit noch erhalten oder gibt es einen Anwalt der solche Angelegenheiten klärt?

Dear Jennifer,

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?

Would you be so kind as to clarify what is the current status of your withdrawal request? Is it marked as pending or processed in your account?

If there is any other 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

Hello, my verification was successful and no I have not had a successful withdrawal at this casino yet as it was my first time playing there and it failed on the first withdrawal already. I received a confirmation e-mail 2 days after my win, but since then I've been put off by customer service and the finance department is still checking it. I contact customer service every day and I have also informed myself by email and always the same status. Some also throw me out of the chat immediately after my request without finding a solution. I really hope that the payout will come, but I don't think so.

Hallo, meine Verifizierung war erfolgreich, und nein ich hatte noch keine erfolgreiche Auszahlung in diesem Casino da ich zum ersten Mal dort gespielt hatte und es bei der ersten Auszahlung schon gescheitert ist. Eine Bestätigungsemail hatte ich schon 2 Tage nach meinem Gewinn bekommen allerdings werde ich seit dem von dem Kundendienst vertröstet und sie meinem immer die finanzabteilung prüft das noch. Ich wende mich täglich an den Kundendienst und auch per email habe ich mich informiert und immer der selbe Status. Manche werfen mich auch direkt nach meiner Anfrage aus dem Chat ohne eine Lösung zu finden. Ich hoffe sehr das die Auszahlung noch kommt aber glaube eher nicht.

Dear Jennifer,

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.