LuckWin Lat Casino - El jugador enfrenta problemas para canjear sus ganancias.

this casino sent me a link by sms i entered i won 30 to play,

I won 137 reals and they said I had to make a deposit of 20 to unlock, I did, then they said that to release they had to make a test deposit of 1.00 real, I received, but when I tried to redeem the 100 the minimum redemption value had risen to 500, I continued playing and when I reached 500 I tried to redeem and I couldn't. customer service doesn't answer.

esse cassino me mandou um link por sms entrei ganhei 30pra jogar,

ganhei 137 reais e disseram que tinha que fazer umdepósito de 20 pra desbloquear, fiz, depois disseram que pra liberar tinham que fazer um teste de depósito de 1,00 real, recebi,porém quando fui tentar resgatar os 100 o valor mínimo de resgate tinha subido pra 500,continuei jogando e quando alcancei os 500 tentei fazer o resgate e não consegui. o atendimento ao cliente não atende.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with CASINO DA PÓVOA.

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

• Could you please explain whether you can access your player's account or it was blocked?
• Have you passed account verification in the casino? Were you asked to submit any documents to pass account verification?
• Could you please share a screenshot of the casino's website and provide a website link so we may confirm which online casino the issue is about?
• Could you please share your communication with casino support as evidence of your complaint? 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

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

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If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Thanks for the provided information.

Could you please share a screenshot of the website of the online casino? After searching for the casino you indicated in your complaint submission, I found only a casino with a physical location, and not an online casino. Looking forward to your reply.

every time you enter the link they show a different id

todas as vezes que vc entra pelo link eles mostram id diferente

Thank you for providing the information.

Is the website currently accessible to you?

I would recommend against making additional deposits, as requesting multiple verification deposits might be a sign of fraudulent attempts to gain funds.

Please let me know if the casino is insisting on you making a second deposit, provided the website is accessible to you.

Yes, it's accessible, but I don't know my id because when I enter the link it always shows a different id.

Sim tá acessível,porém não sei o meu id porque quando entro pelo link aparece sempre um id diferente.

I apologize however, http://luckspin.lol/ can't be accessed from our point of view despite multiple attempts. Could you please confirm once again whether the address of the casino is correct? Could you please share a more recent screenshot when visiting the website?

I apologize for the inconvenience

Dear KENIAP,

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.

Thanks for your reply.

Have you saved your communication with support? Were you in contact with the casino since filing the complaint?

What response have you received?

Send your recent communication with support regarding the payout to my email at tomas@casino.guru

I apologize for the inconvenience.

I can't get through to support, it always gives an error.

Não consegui comunicação com o suporte,sempre dá erro.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej.l@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.

Hello KENIAP, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the requested pay out. I'll do my best to help you resolve this issue as soon as possible.

I’d like to invite a representative of Lucky Win Lat Casino to join the conversation and participate in the investigation of this case as well. Could you please provide more details as of why this player’s withdrawal request is being processed longer than usual? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

I have nothing to add, everything I've tried has already been described.

Não tenho o que acrescentar,tudo que tentei já foi descrito.

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.

Dear KENIAP,

I have tried to contact the casino repeatedly via e-mails and Teams, but had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system, and it will negatively impact their future safety rating on our website as such. I understand this isn't a satisfactory solution to your issue at all. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach in the future. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As a next step, normally I would recommend you contact the proper Gaming Authority and submit a complaint with them. However, since the casino has no licence, there is nowhere else I can refer you to. I am really sorry I could not be of more help on this occasion, and would recommend in the future to check the casino review on our website before signing up, to avoid issues like this one. You can try your luck contacting Ministério da Fazenda (https://www.gov.br/fazenda/pt-br/canais_atendimento/fale-conosco) since the casino is operating in Brazil without the license, but I am not sure if they would do anything about it.

Best regards,

Matej