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

On the Wed/Thurs before Good Friday, New Zealand time, I deposited money from my saved visa debit card, I have been registered with lucky nugget for at least 2-3 years, as well as other casinos in the palace group, fortunately I won 200 dollars which I requested to withdraw, and continued to check the status of my withdraw daily, it went from pending for a few days to processing for a few days, then today I log in to find all of my account history, deposit history, and my processing withdraw was all gone, I had an offer in the promo section saying welcome to lucky nugget, offering me a 1 dollar deposit for 40 spins, fortunately I have proof that i opened this account years ago, and im wondering why this has happened, I thought i could trust this group of casinos and have had previous successful withdrawals in the past, they are also offering free bonus for upgrading your account, and I'm wondering if this has caused some sort of glitch, either way, I won that money and I want it, this is absolutely disgraceful! Also it would not let me update my email address so I could receive correspondence, I'm very annoyed, the email address linked to this account is no longer in use.

Dear Tony2toes,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear Tony2toes,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

No sorry I have not received my withdrawal yet. It is quite upsetting to be honest as sites like jackpot city, spin casino, Yukon, zodiac etc always pay me out no problems what so ever... is your site genuine?

Dear Tony2toes,

Would it be possible to forward the communication between you and the casino related to this case to nikolas.b@casino.guru for further review?

Awaiting your response.

Regards,

Nick

Dear Tony2toes,

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 regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Nick
Casino.Guru

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Dear Tony2toes,

Thank you very much for coming back to us after a month — I really appreciate it.

I’ve now taken over your case from Nick to see if we can help you move this forward. Could you please send me any supporting evidence you have, such as screenshots showing your deposit, withdrawal request, account status, or any communication with Lucky Nugget? You can forward everything directly to my email: petronela.k@casino.guru.

This will help us review your situation properly and discuss it further with the casino.

I look forward to your reply and hope we can resolve this for you soon.

Dear Tony2toes,

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.

Dear Tony2toes,

Since we haven’t received any further response or supporting evidence from your side despite the extended deadline, we are now closing this complaint as rejected due to lack of cooperation.

Should you wish to revisit the matter in the future and are able to provide the necessary information, feel free to reach out again.

Thank you for your understanding.