Lucky Circus Casino - El jugador afirma que el pago se ha retrasado.

Complaint regarding repeated refusal of my payment (€2,100)

Complaint description:

Dear Casino Guru Team,

I hereby file an official complaint against the online casino Lucky Circus, as my payout of €2,100 has been repeatedly refused without any comprehensible explanation, despite me having fully met all requirements.

I originally deposited using Mastercard. However, the casino is refusing a withdrawal to my IBAN, even though a withdrawal to Mastercard is technically impossible and support confirmed to me that a bank transfer would be the correct method.

To avoid any misunderstandings, I also made an instant bank transfer today to ensure that deposits and withdrawals could be processed using the same payment method. Despite this, my withdrawal is still being rejected with the same standard reason, without any specific explanation or solution.

I have submitted all the required documents for identity and account verification multiple times, and they have been confirmed. Nevertheless, I have been given the runaround for days, and I now have the feeling that my withdrawal is being deliberately obstructed or prevented.

I am requesting assistance from Casino Guru in resolving this matter, as I am not receiving a satisfactory answer from the casino on my own.

Thank you in advance for your help.

Best regards

******* *******

Beschwerde wegen wiederholter Ablehnung meiner Auszahlung (2.100 €)

Beschwerdebeschreibung:

Sehr geehrtes Casino-Guru-Team,

ich möchte hiermit eine offizielle Beschwerde gegen das Online-Casino Lucky Circus einreichen, da mir meine Auszahlung in Höhe von 2.100 € trotz vollständiger Erfüllung aller Anforderungen wiederholt und ohne nachvollziehbare Begründung verweigert wird.

Ich habe ursprünglich mit Mastercard eingezahlt. Das Casino lehnt jedoch eine Auszahlung auf meine IBAN ab, obwohl eine Auszahlung auf Mastercard technisch gar nicht möglich ist und mir selbst vom Support bestätigt wurde, dass Banküberweisung der korrekte Weg wäre.

Um jegliche Missverständnisse auszuschließen, habe ich heute zusätzlich eine Sofortüberweisung vorgenommen, damit gewährleistet ist, dass Ein- und Auszahlung über dieselbe Zahlungsmethode laufen können. Trotzdem wird meine Auszahlung weiterhin mit demselben Standardgrund abgelehnt, ohne konkrete Erklärung oder Lösung.

Alle erforderlichen Dokumente zur Identitäts- und Kontoverifizierung habe ich mehrfach eingereicht und sie wurden bestätigt. Dennoch werde ich seit Tagen hingehalten, und ich habe mittlerweile das Gefühl, dass mir die Auszahlung bewusst erschwert oder verhindert wird.

Ich bitte Casino Guru um Unterstützung bei der Klärung dieses Falls, da ich allein keine zufriedenstellende Antwort vom Casino erhalte.

Vielen Dank im Voraus für Ihre Hilfe.

Mit freundlichen Grüßen

******* *******

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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Michael25,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

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

Dear Michael25,

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,

Attila