LuckyBull Casino - La retirada del jugador se retrasa.

The withdrawal was approved and the casino has made the withdrawal. I've been told that the money has not been credited due to an issue with the settlement company, so I'm currently waiting.

The withdrawal was made to Vegawallet.

I have been able to communicate with the casino.

The support is proper and excellent, however....

The payment company is not proceeding until the payment department checks and resolves the issue.

①I initiated a withdrawal request on the 13th.

②On the 16th, my documents were approved (KYC), and the casino processed my withdrawal.

③Despite multiple contacts about receiving no deposit up until the 23rd following the actions in ① and ②, I was told by the casino to keep waiting.

④On the 24th, seeing as it was odd that I hadn't received my funds despite being approved and payment being made by the casino to the settlement company on the 16th, I asked the settlement company for a check via chat, and again by email on the 25th.

⑤On the 26th, I received an email asking me to wait a bit longer and to send the history of my receiving account if I want to request a check again, which I did.

〇出金は承認され、カジノは出金した。決済会社の問題でお金が着金しないと言われ、待っている状態です。

出金先はVegawallet

カジノとコミュニケーションは取れています。

サポートは対応はきちんとしてくれていて、素晴らしいのだけど・・・・

決済会社に決済部門が確認して解決までは進んでくれません。

①13日に出金申請

②16日に書類（KYC）が終わり承認。カジノは出金処理した。

③①②の動きは報告を受け、着金しない件を23日まで複数回連絡したが、待つようにカジノ側に言われた。

④24日に、16日に承認＆カジノから決済会社に出されたなら流石におかしいので決済会社に確認してほしいとチャットで依頼。25日にメールでも依頼。

⑤26日に、更に待って欲しい＆もう一度確認したいなら受け取り口座の履歴を送ってほしいとメールが来たので送付と確認依頼。

Dear sakesake,

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 from the casino in the past?
• Have you accumulated your winnings with or without an active bonus?
• Could you please share your communication with the casino? 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

①This is my first withdrawal from this casino.

② I received a first deposit bonus, won big, met the conditions for wagering the bonus, and was approved by the casino.

③I sent the email.

This is the first time I've experienced, across various sites, that the money hasn't arrived even though I approved it and the casino made the payment (the history on my account page shows that it was paid).

thank you.

①このカジノでは初めての出金です

②初回入金ボーナス付で、大きく勝ち、ボーナス掛け条件はクリアして、カジノも認めて承認しています。

③メールを送りました。

承認してカジノが決済した(アカウントページでも履歴は決済済み)のに着金しない、というのは色々なサイトで初めてです。

よろしくお願いします。

postscript

If it is true that the casino made the payment, then the money remains the casino's property until it reaches me, so I have asked the casino to confirm this.

The cause is casino → Vegawallet

Is that so?

Casino → Payment company requested by the casino → Vegawallet

I haven't heard if that is the case.

追記

カジノが決済したのが事実であるならば、私の手元に届くまでお金の所有権はカジノであるので、カジノ側に確認を依頼しています。

原因がカジノ→Vegawallet

なのか。

カジノ→カジノが依頼した決済会社→Vegawallet

なのかは聞いてません。

Thank you very much, sakesake, 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.  

I've got it.

I have since received an email from the casino.

"We are investigating."

There is just no progress.

I checked with Vegawallet and they said that since they are an affiliated store, they would check with the casino through their representative.

I am currently waiting to hear from Vegawallet.

The casino has been notified that Vegawallet will be contacting them and that a complaint has been filed here.

The answer is, "I will investigate."

承知しました。

こちらは、あれからメールをカジノから貰っています。

「調査しています」

だけで進展はありません。

私の方で、Vegawalletに確認したところ、加盟店なので担当者通してカジノに確認してくれるそうです。

いまはVegawalletの連絡を待っています。

Vegawalletが連絡する事も、ここにクレームを申請した事もカジノには連絡しています。

回答は、調査します。だけですけど・・・

Dear sakesake,

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

Dear LuckyBull Casino,

Could you please clarify the situation for us?

Thank you in advance,

Mirka

Here's the latest update. Nothing has changed...

① Casino compatible

Casinos abbreviate long emails

"Please give us time. We're investigating."

There is simply no explanation for the situation.

②Vegawallet

I got in touch with them immediately last week.

There is no response from the casino.

It's been almost a month since the casino said they'd transferred my money...

最新の状況の更新です。何も変わっていませんが・・・

①カジノ対応

カジノは長いメールを省略すると

「時間をください。調査中。」

だけで状況の説明はありません。

②Vegawallet

先週すぐ問い合わせしてくれました。

カジノから回答が来ないそうです。

カジノが振り込んだと言う日から、もうすぐ1ヶ月ですね・・・

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.

Regarding this matter, Vega Wallet has contacted us stating that Gino is not responding.

Vega Wallet said they would contact me again but it has been a week and no progress has been made.

If things continue as they are, the only option left for the casino to have the dispute resolved is through an arbitration agency, so I emailed the casino to set a date for settlement or payment within the last week, but they only explained that they would look into it.

Even though I guaranteed payment, this is a malicious act.

この件について、ベガウォレットからがジノが応答しないと連絡が来ています。

ベガウォレットがもう一度連絡してみると言いましたが一週間進んでいません。

カジノにこのままでは調停機関に紛争解決を依頼するしかなくなるので、先週中に決済か支払い期日を決めるようメールしましたが、調査しますしか説明がありません

支払いを保証したにも関わらず、これは悪質な行為ですね、、、

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 MADRE – an alternative dispute resolution service (https://madre-online.eu/file-a-claim-international/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/player-hub/lodge-a-complaint/). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (miroslava.d@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Mirka

We’ve reopened this complaint at the request of sakesake, who confirmed the receipt of payment.

Dear sakesake,

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,

Mirka

Casino.Guru