Lucky Wins Casino - El retiro del jugador se ha retrasado.

I do not get my money and I am put off. The terms and conditions say payout 24h-48h but they say I have to wait 7-21 working days

Ich bekomme mein Geld nicht und werde hingehalten in den Geschäftsbedingungen steht Auszahlung 24h-48h doch die sagen ich muss 7-21 Werktage warten

Dear angelakunze,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. It’s quite usual for withdrawal, to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Have you ever made a successful withdrawal before? Could you please clarify when exactly you requested this withdrawal?

Looking forward to hearing from you.

Best regards,

Kristina

I have already played at several online casinos and never had any problems with the payout, which were mostly in the account the next day.

I requested the payout on 01/03/2022

Ich habe schon bei mehreren Online Casinos gespielt und nie Probleme mit der Auszahlung gehabt die waren meistens schon am nächsten Tag auf dem Konto.

Ich habe am 3.01.2022 die Auszahlung beantragt

Thank you for your reply, angelakunze. Unfortunately, bank transfers can be tricky, and the entire process can take a bit longer since intermediary banks might be involved, and international transactions take place. In this case, I would recommend you wait for a few more days and hopefully you will receive your winnings soon. Please, keep us informed and let us know if there is anything new.

I asked Lucky Wins again when I could count on my winnings!

My status is pending, it still has to be checked by one or more departments

until there is a payout.

Ich habe nochmal bei Lucky Wins nach gefragt wann ich mit meinen Gewinn rechnen kann !

Mein Status steht auf warten , es muss noch von einer oder mehreren Abteilungen geprüft werden

bis es zu einer Auszahlung Kommt .

Dear angelakunze,

Has there been any news? Have you received your winnings? We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

No unfortunately not the casino is no longer responding

Nein leider nicht das Casino antwortet nicht mehr

Thank you very much angelakunze for your cooperation so far. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello angelakunze,

I have reviewed your case and will now contact the casino to see if I can help.

I would like to invite Lucky Wins to join the conversation and participate in the resolution of this complaint.

Thank you, we'll wait and see

Dankeschön dann warten wir mal ab

Hello angelakunze,

There has been no response from the casino so far, so I will attempt to contact them once again.

We would like to ask Lucky Wins 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Thank you Adam I don't think the casino will answer

I'm going to the police this week and file a report about it

Fraud.

Dankeschön Adam ich glaube nicht das sich das Casino meldet,

ich werde diese Woche noch zur Polizei gehen und eine Anzeige machen wegen

Betrug.

Dear angelakunze,

I have tried to contact the casino repeatedly but without success. Since the casino has no license and doesn't refer to any ADR service, I’m afraid there is nothing that can be done without their cooperation.

I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints may help to change the casino's approach. I recommend you take a moment and read a review of each casino before you start playing in the future and only play in licensed casinos with a good rating. I wish I could be of more help.

Best regards,

Adam