Green Luck Casino - La solicitud de retiro del jugador está demorada.

Hi, I'm owed €4000 from Green Luck and my withdrawals have been pending since September 17th. I uploaded the verification documents a while ago, but they haven't been processed and are still marked as pending. The live chat isn't very helpful and just keeps saying it's being processed.

I need help; it can't be normal for the payout to take two months. I played with a deposit bonus and wagered it completely.

Hi ich habe 4000€ von Green Luck zu erhalten und meine Auszahlungen sind seit 17.09. ausstehend. Ich habe auch schon länger die dokumente zur verifizierung hochgeladen aber auch diese werden nicht bearbeitet und sind immer noch als ausstehend markiert. Der Live chat ist keine große Hilfe und verweist nur darauf dass es in bearbeitung ist.

Ich bitte um Hilfe, es kann doch nicht normal sein dass die Auszahlung 2 Monate auf sich warten lässt. Ich habe mit einem Einzahlungsbonus gespielt und diesen vollständig umgesetzt.

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If anything seems suspicious, contact us directly.

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Green Luck Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Did you achieve your current balance with the help of a bonus?
• Have you made previous successful payouts from the casino?
• When was the last time you were in contact with the casino support regarding the issue?
• Could you please share with me your communication with the casino regarding the delay in verification and your payout? 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 resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Did you achieve your current balance with the help of a bonus?

Yes I won with deposit bonus.

Have you made previous successful payouts from the casino?

No

When was the last time you were in contact with the casino support regarding the issue?

Today I have attached screenshots

Now even my outstanding payments have been cancelled.

Jetzt wurden sogar noch meine ausstehende Auszahlungen storniert

Dear Honeywife

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Samuel (samuel.s@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Dear Honeywife,

It’s nice to e-meet you. My name is Samuel, and I’ll be assisting you with your complaint from now on.

If there are any updates or new details since your last message, please share them with me.

As part of our standard procedure, I’m also inviting a representative from Green Luck Casino to join this conversation. Their input should help us move the case forward more efficiently.

Dear Green Luck Casino,

Please provide detailed information regarding the player’s issue. In particular, we require clarification on the status of the document verification, as this appears to be causing the delay in processing the withdrawal.

Thank you for your cooperation and a timely response.

Best regards,

Samuel

Hello, they requested additional documents which I uploaded the day before yesterday.

Hallo es wurden noch weitere Dokumente gefordert die ich vorgestern hochgeladen habe.

Dear Honeywife

Thank you for reaching out to us.

We are sorry to hear about your frustration and the delay.

We would kindly like to inform you that your new uploaded documents are currently being checked.

We marked your request with priority and will inform you with further updates as soon as possible.

Thank you for your patience and understanding.

GreenLuck Casino

Dear Honeywife and Green Luck Casino,

Thank you both for your updates and cooperation.

Honeywife, could you please let me know as soon as you receive a response regarding the verification of your newly submitted documents? This will help me determine the next steps and keep the complaint moving forward.

Thank you, and I appreciate your patience throughout this process.

Dear Honeywife

We would kindly like to ask you to check your emails where we requested new documents for the verification of your account. Please note that we explained in detail how the documents must look like in order to be accepted.

Dear Samuel,

We would kindly like to inform you that we included you on the email in the CC in order for you to further understand the issue of verifying the account.

Thank you for your patience and understanding.

GreenLuck Casino

Hello, I have re-uploaded the transactions and all the information is clearly visible.

Furthermore, I would like to inform you that no proof of my crypto wallet exists bearing my name, as no personal information is required for crypto wallets. I have again uploaded a screenshot from my Trust Wallet app, which shows my wallet address, the same one I used for deposits and withdrawals.

Please review the documents carefully, as they meet your requirements, and I finally want to receive my money. You have already made me wait unnecessarily for two months.

Hallo ich habe die Transaktionen erneut hochgeladen und es sind alle Informationen deutlich sichtbar.

Des weiteren informiere ich Sie dass ein Nachweis meines Crypto Wallet mit meinem Namen nicht existiert, da für Crypto Wallets keine persönlichen Informationen notwendig sind. Ich habe erneut einen screenshot aus meiner trust wallet app hochgeladen, welcher meine wallet adresse zeigt mit der ich auch eingezahlt und die auszahlungen beantragt hatte.

Bitte schauen Sie sich die Dokumente genau an, denn sie entsprechen Ihren Anforderungen und ich möchte endlich mein Geld erhalten. Sie haben mich bereits 2 Monate unnötigerweise warten lassen.

Hello everyone,

thank you for the updates and for the information provided from both sides.

Honeywife, please keep me informed about any further feedback from the casino and let me know how the situation develops. I will follow the case closely and assist until it is resolved.

Thank you for your cooperation.

Hello, it looks like my verification is complete and I have requested new payouts.

Hallo es sieht so aus dass meine verifizierung abgeschlossen ist und ich habe neue Auszahlungen beantragt.

Dear Honeywife

We are happy to inform you that your account has been successfully verified.

Please be informed that we forwarded your withdrawal request as priority and expect the finalization as soon as possible.

Thank you for your patience and understanding.

GreenLuck Casino

Hello everyone,

thank you for the update, GreenLuck Casino, and for confirming that the account has now been successfully verified and the withdrawal marked as priority.

Honeywife, please keep me informed once you receive the payout or if there are any further updates on your side. As soon as the funds are confirmed as received, I will be able to proceed with closing this complaint as resolved.

Thank you both for your cooperation.

I received €500 once. €3500 is still outstanding; I have already requested further payments.

Ich habe einmal 500€ erhalten. Es sind noch 3500€ ausstehend, ich habe schon neue Auszahlungen beantragt.

Hello Honeywife,

Thank you for the update. I’m glad to hear that the first €500 has already reached you. Please keep me informed about the further payments and let me know once you receive the remaining €3,500 as well.

As soon as the full amount is credited to your account, I will be able to proceed with closing this complaint as resolved.

Dear Honeywife,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Honeywife,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Samuel